Vacancy expired!
General Information:
Note: this is NOT a mid or senior level position:
The Help Desk Administrator position requires a minimum of 2 years' system administration experience. The Help Desk Dispatch position is a key contributor in the success of managing our client's networks. This is achieved by quickly resolving incidents that our client's open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware. A Driver's license is required for this position.
Location:
This position will be managing and maintaining our client's entire IT Infrastructure by utilizing our RMM tools as well as occasional onsite visits at the client's premise.
Essential Duties and Responsibilities:
Dispatch support calls and tickets to support staff. Manage the support ticket board, assign & prioritize
support tickets.
Installation, configuration and management of Windows Desktop operating systems and software products
according to pre-defined standards.
Maintain the company RMM system: proactively managing client tickets, updating time entries, labor hours,
schedules, and daily tasks.
General systems maintenance tasks such as daily review of logs and alerts, managing resource usage, trouble-
shooting routine automated maintenance and backup processes, applying patches, etc.
Virus prevention, scanning and remediation
Execution of system-related operations, including off-hour maintenance as required.
Develop and document procedures.
On-Call emergency rotation with the team.
Respond to, manage and successfully resolve client support tickets with metrics comparable to other
technicians while ensure proper client communication in a courteous fashion.
Maintain a clean, organized working environment within the client organization. All areas that we work in; that is; server room, equipment room, workstation areas etc. must remain clean and organized. It is your responsibility to keep these areas in an orderly fashion.
Minimum Qualifications:
Education / Vocational / Previous Experience Recommendations:
Computer Science Associates degree or higher
3+ years' direct experience managing Windows server environments
2+ years managing Windows desktop environments including user experience
Experience with the following technology is essential:
Remote Monitoring & Management (RMM) tools & Support Ticketing
General knowledge of all Microsoft Server (Server 2008 - Server 2016)
General knowledge of Microsoft Exchange Server (Server 2010 - Server 2016)
Advanced knowledge of all Microsoft Workstation Operating Systems and Applications
Other Requirements:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to work on multiple priorities and/or projects simultaneously.
Excellent listening and communications skills, both verbal and written.
Strong customer relationship skills.
Organized, detail oriented and self-motivated.
Ability to provide and maintain detailed documentation on each job.
Strong computer skills and the ability to effectively communicate through e-mail.
Intermediate knowledge in routers, layer 2/3 switches, and other networking devices.
General knowledge in managing Microsoft Server Operating Systems and Networks.
Advanced knowledge of all Microsoft Workstation Operating Systems and Applications.
Ability to remain in contact with the client thru the completion of the incident.
Problem-solving abilities and ability to meet reasonable deadlines.
Ability to build positive and collaborative relationships.
Willingness to develop professionally.
Ability to work with little supervision and manage a team.
Self-driven to furthered education and remain up to date with, certifications and knowledge of Connectwise,
Labtech, ScreenConnect, Sophos, Reflexion, Crashplan, Windows Operating Systems versions, Microsoft
Applications, Customer business class applications, primary third party applications and network equipment
relevant to our business model and cliental.
Expected Outcomes:
Success in the Help Desk / Dispatch position will be based on your ability to meet or exceed our client's
expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.
The team will be graded on the profitability of the client agreements and on the amount of incidents that are
able to be resolved before affecting the clients.
Personal drive for future success in self-driven education, certifications, etc.
Vacancy expired!