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IT Desktop Administrator

Job Responsibilities And Duties

  • Respond to and resolve Level 2, and in some cases Level 1 IT support tickets regarding laptops, desktops and user applications
  • Perform “root cause analysis” when the Service Desk escalates problems/tickets - ensure that process or configuration changes are communicated to the responsible parties
  • Provide primary support and configuration changes to functional systems deployed across the company
  • Help develop IT tools and processes to promote efficient and effective end user support practices
  • Assist in documentation of IT knowledge base for internal IT use, or broader employee reference, as appropriate
  • Help manage projects
  • Set up new user accounts and workstations
  • Teach new employees basics around relevant IT systems
  • Deploy, maintain and support office technology - such as printers, video conference units, digital whiteboards
  • Collaborate with remote IT team members to build and maintain positive, productive team relationships
  • Develop positive relationships with the business and other functions involved in downstream technical processes

Job Qualifications And Experience

  • At least 3 years of relevant work experience required
  • Strong written and verbal communication skills are a must
  • Tech Savvy - Ability and passion for learning new technology and tools
  • System admin and network admin skills
  • Passion for Customer Support - A drive to help end users get what they need to do their jobs the best they can. A sense of satisfaction from helping end users get what they need in a timely manner
  • Prioritization Skills - The ability to analyze support requests, and prioritize them based on impact
  • Discipline - The discipline to actively manage help desk tickets and internal IT tasks, without getting distracted by email, chat or other adhoc communication
  • A Teacher - Able to teach end users about IT technologies or solutions to their issues in an easy to understand way
  • Self-Starter - The ability to actively look for effective tasks to complete in times of low tickets
  • High school education required
  • IT certifications or higher education preferred
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