Level 1 Help Desk Admin End User Support

Langhorne, PA - USA

Yearly Salary: USD 50000 - 65000

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Level 1 Help Desk Admin - End User Support

Job Location: Hybrid WFH & Customer Sites

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 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 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 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 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
Reliable transportation
Ability to work from home and/or customer site

Level 1 Help Desk Admin - End User Support Job Location: Hybrid WFH & Customer SitesFull time positionExperience- 5 years Salary: 50-65kJob 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 par...