Desktop Administrator I, IT Infrastructure (Plano, TX)
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Why Ryan
Hybrid Work Options
Award-Winning Culture
Generous Personal Time Off (PTO) Benefits
14-Weeks of 100% Paid Leave for New Parents (Adoption Included)
Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement
Benefits Eligibility Effective Day One
401K with Employer Match
Tuition Reimbursement After One Year of Service
Fertility Assistance Program
Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service
This is a hybrid role based in our Plano office requiring in-office presence three days per week.
Duties and Responsibilities aligned with Key Results:
People:
- Maintain a positive work atmosphere by behaving and communicating in a manner that encourages productive interactions with customers co-workers and supervisors.
- Provides Tier 1 help desk support in a 2700 global user base corporate computing environment that consists of Windows 10 computers in a professional and timely manner.
Client
- Maintains strong focus on customer service to all clients
- Responds to help desk requests via phone instant messaging and online ticketing system.
- Acts as a liaison between internal clients and all IT teams.
- Assists users with questions or problems.
- Helps in the implementation installation and operation of information and functional systems for the client.
- Interacts with executive-level employees to troubleshoot and resolve basic technical issues.
Value
- Serves as primary Help Desk phone support:
- Acts as initial contact for work orders by handling incoming customer calls gathering information about the customers problem and creating a ticket for all customer inquiries.
- Performs first-pass troubleshooting and problem resolution.
- Reviews all open tickets on a regular basis and follows up with end users.
- Identifies responsible group for problem resolution when necessary.
- Determines when escalation of a problem to senior technicians or additional IT teams is necessary.
- Determine when transfers of work orders to senior technicians or additional IT teams is necessary.
- Identifying a problem or trend needs to be escalated to IT leadership.
- Documents and communicates steps taken during the troubleshooting process.
- Installs troubleshoots and maintains products and equipment.
- Assists in the installation maintenance and general support of systems.
- Assists with system backups and recovery and installation of new software.
- Provides first and second level general troubleshooting for PC hardware software and printers.
- Conducts testing and assists in general lab work.
- Assists with other projects as needed.
- Performs other duties as assigned.
- Interact with executive level employees to troubleshoot and resolve technical issues.
- Relies on previous experience and good judgment to plan and accomplish goals
Education and Experience:
High-school diploma or general equivalency diploma (GED) with one to three years related IT helpdesk/desktop administration experience and is familiar with standard or common concepts practices and procedures within the IT field. Bachelors Degree in Information Technology or related field a plus. Candidates must be fluent in English (Reading Writing Speaking). Interested candidates must submit resumes in English.
Computer Skills:
To perform this job successfully an individual must have a proficient troubleshooting skill-set and intermediate knowledge of Microsoft Office 365 with emphasis on Microsoft Excel Word and addition proficiency in Active Directory and IT ticketing system are required.
Other Skills:
To perform this job successfully an individual will need to be highly proficient in triaging and have excellent verbal and communication skills. The ability to manage time effectively is imperative.
Certificates and Licenses:
Valid drivers license required. User Operating Systems Microsoft Exchange and Active Directory certifications preferred.
Supervisory Responsibilities:
This position has no supervisory responsibilities.
Work Environment:
- Standard indoor working environment.
- Occasional long periods of sitting while working at computer.
- Must be able to lift carry push or pull up to 30 lbs.
- Position requires regular interaction with employees at all levels of the Firm and interface with external vendors as necessary.
- Independent travel requirement: Minimal
Equal Opportunity Employer: disability/veteran
Required Experience:
Unclear Seniority
Key Skills
- MAC
- Operating System
- Active Directory
- Information Technology
- Access Points
- LAN
- Deskstops
- Windows
- Trouble Shooting
- Linux
- System Center Configuration Manager
- Computer information system
- Setup
- hardware
- Technical Support
About Company
Ryan is a global tax services, software, and technology firm providing an integrated suite of federal, state, local, and international tax services to companies across the world.
