Level 1 Help Desk Admin - End User Support
Job Location: Allentown, PA
Full time position
Experience- 5+ years
Salary: 50-65k
Job Description:
Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Level 1 Operations Team is responsible for supporting our client's end users supporting hardware, software/applications, printer, phones etc. Position requires an experienced, highly motivated Help Desk Admin with a minimum of one to three years' experience in Help Desk Support..
Major Responsibilities
- 5+ years of experience with IT helpdesk or support position.
- First line of support to clients regarding software, Hardware and systems.
- Respond to end customer issues through phone, email, remote-in software, and computer chat.
- Knows the Ins and Outs of a Network, Servers and Windows PC (Hardware & Operating System)
- Have an understanding of an IP network, including switches/firewalls and how to troubleshoot different issues.
- Able to self-manage and hold themselves accountable.
- Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution.
- Enjoy people and care to develop strong relationships with clients.
- Be an optimist at heart.
- Resolves problem situations in a professional manner.
- Experience with iPhone/iPad/Android.
- Experience supporting phone systems from Microsoft Teams
- Experience with Apple computers in a networked environment.
- Nable RMM (remote management of computers).
- Experience supporting printers/copiers in a networked environment.
- Basic knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management.
- Support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.
The Job:
- Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems
- Invokes problem escalation procedures to coordinate recovery
- Isolates problem trends and ensures that troubleshooting efforts are completed
- Solves problems and makes decisions on a daily basis to help resolve issues
- Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
- Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
- Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
- Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.
- Learn the ins and outs of our clients' unique work environments.
- Work to quickly resolving incidents submitted by our clients.
- Monitor alerts generated by our tools to resolve incidents before our clients are even aware.
- Enter all work as service tickets and time as it occurs.
- Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.
- Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.
- IT environment documentation to include system reviews and recommendations.
- Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
- Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.
- Create technical documentation when needed
- Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.
- Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must!
Must Have qualifications
- Working knowledge of Windows server administration
- Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified.
- Technical, analytical, interpersonal and organization skills required
- Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction
- Able to take ownership of and troubleshoot a broad variety of system problems
- Ability to work well with others, as well as independently. Attention to detail.
- Position requires on-call support including planned and unplanned responses to a 24x7 environment.
Bonus
- Microsoft Certifications
- Working knowledge of ITIL principals and procedures.
Non-skill requirements:
- Pass a background check.
- Able and willing to lift 50+ lbs of equipment.
- Be legal US citizen or have a USA work permit
Have reliable transportation to get to and from office and to client locations.