Level 1 Help Desk Admin End User Support
Level 1 Help Desk Admin End User Support
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USD 50000 - 65000
1 Vacancy
Job Description
Level 1 Help Desk Admin End User Support
Job Location: Hybrid WFH & Customer Sites Philadelphia PA
Full time position
Experience 5 years
Salary: 5065k
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 clients 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.
- Ability to manage ticket queue
- First line of support to clients regarding software hardware and systems.
- Respond to end customer issues through phone email remotein 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 selfmanage 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 costeffective 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 customers 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 oncall support including planned and unplanned responses to a 24x7 environment.
Bonus
- Microsoft Certifications
- Working knowledge of ITIL principals and procedures.
Nonskill requirements:
- Pass a background check.
- Able and willing to lift 50 lbs of equipment.
- Be legal US citizen or have a USA work permit
- Reliable transportation
- Ability to work from home and/or customer site
Employment Type
Full-Time
