We are looking for a Service Desk Administrator I for our client in Durham, NC.

The Service Desk Administrator I is responsible for coordinating, diagnosing, and troubleshooting internal employee issues with technology.

• Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
• Provides timely resolution of problems or escalation on behalf of customers to appropriate technical personnel.
• Provides case status updates to management and end-users.
• Supports and maintains effective relationships with users.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support.

The Service Desk Administrator I is responsible for supporting end-user technologies for the users as well as providing onsite support for the offices. The position supports all company standard systems, applications, and software; including, but not limited to:

• Microsoft Windows 10
• Apple OSX
• Microsoft Office 365
• Anti-virus software
• Software VPN
• Mac and Windows laptops and workstations
• RingCentral VOIP Software
• Printers, MFP, and Fax devices
• Polycom and Zoom Video Conferencing technologies

Responsibilities:

• Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains users in resolving problems.
• Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset lists
• Ensures quality customer service to the staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staff
• Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs
• Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions
• Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support

Required Qualifications:

• Good communication and people skills
• Troubleshooting skills for Windows/Mac-based platforms, smartphones, and A/V equipment Willingness to learn, develop, and contribute in a fun, fast-paced environment
• Self-starter that brings both interpersonal skills and creative problem-solving skills

Preferred Qualifications:

• VMware ESXi/Horizon experience
• JIRA and Confluence experience
• Office365 experience or exposure on the administrative side Knowledge of domain management applications
• Demonstrated knowledge of networking and hardware standards
• Solid understanding of security concepts, principles, and practices
• A+/Microsoft certification preferred (or working towards)