Helpdesk Administrator I

Job Description

BASIC PURPOSE

Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service

requests by telephone, email, chat or onsite. This position is also responsible for dispatching service

tickets that cannot be resolved at the Help Desk I level. These services are typically provided for

company supported computer applications and platforms. Provides "break -fix" support for PC

hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly

asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue

isn't resolved, the Helpdesk Administrator I will escalate the issue to the Helpdesk Administrator II.

This position may also provide onsite support for projects led by System and Network Engineers. This

position will have a basic understanding of helpdesk policies and procedures, printers, switches,

routers, firewalls, VLANS, VOIP.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides Windows OS Desktop support

• Provides Microsoft Office Suite installation and support

• Provides Printer / Scanner Desktop Installation and support

• Provides Desktop Hardware replacement / installation

• Provides Desktop setup, configuration, and installation

• Provides Windows Desktop OS patching, upgrade, and PC migration

• Provides Mobile device support setup/configuration

• Ticket dispatching

• Desktop application support and vendor coordination for troubleshooting

• Basic ability to support the following (as examples):

o UPS battery backups

o Switches

o Routers/Firewalls

o Cabinets / Patch Panels

o Access Points

• Basic troubleshooting of wireless connectivity

• Makes basic changes to Cisco VOIP handsets

• Assist with deployments of network projects

• 80% of remote support

• All other duties as assigned.

• Maintains professional and technical knowledge via professional development and

maintaining certifications

BEHAVIORAL COMPETENCIES

• Communication: Excellent ability in requirements gathering, documentation and articulating

technical and functional contents to technical and non-technical audiences

• Leadership: Foster a high-performance culture characterized by service leadership,

collaboration and transparency that will result in strong team morale, effective talent

utilization, and partnership across functional areas of the organization.

• Composure: Works well under pressure and in stressful situations.

• Customer Focus: Strong customer service skills; must possess a "can do" and team oriented

attitude. Responds with a sense of urgency, solicits feedback to improve service, responds to

requests for assistance and meets commitments.

• Ethics/values: Works by UDI's core values.

• Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve

individual results in a proactive and timely manner. Functions well in multi -tasking

environment. Adopts course if current one is not working.

• Integrity/Trust: Is accountable and maintains the confidentiality of UDI's corporate data.

• Interpersonal Skills: Works well with others; builds relationships; uses diplomacy and tact;

works effectively with the management team and respect differences of opinion.

• Motivating Others: Creates an environment in which people are inspired to do their best and

feel they belong. Sets appropriate example for others.

• Planning/Goal Setting: Plan, organize, and set goals.

• Problem Solving: Solution-driven, flexible and creative in problem solving.

• Self-development: Strong commitment to ongoing professional development.

KNOWLEDGE, SKILLS, ABILITIES

• Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and

reporting of data.

• Complex Problem Solving: Identifying complex problems and reviewing related information

to develop and evaluate options and implement solutions.

• Judgment and Decision Making: Considering the relative costs and benefits of potential

actions to choose the most appropriate one.

• Language Comprehension and Expression: Ability to read, analyze, and interpret the most

complex documents. Ability to respond effectively to the most sensitive inquiries or

complaints. Ability to make effective and persuasive presentations to management,

customers, and staff.

• Managing Change and Flexibility: Ability to multi-task while setting appropriate priorities to

achieve goals. Includes ability to adapt to changes in the work environment, manage

competing demands and can deal with frequent change, delays or unexpected events.

• Organization: Ability to plan and organize; including the ability to anticipate tasks, set

priorities, and meet strict timelines under considerable changes in priorities at times.

• Investigative/Reasoning: Ability to define problems, collects data, establishes facts, and

draw valid conclusions.

• Responsibility and Accountability: The ability to meet commitments made to yourself and

others; keeping promises you make, and acknowledging and accepting the choices you have

made, the actions you have taken, and the results they have led to. Takes personal

responsibility and ownership for adhering to all company policies and procedures while also

completing work timely and in accordance with performance expectations.

MINIMUM QUALIFICATIONS

• High School Diploma or equivalent required. Associate Degree in Information Technology or

related field preferred.

• Previous computer technical support preferred.

• Must possess current CompTIA A+, Network+ or Security + certification (to be obtained

within first 90 days if not currently certified).

• Basic knowledge of Network troubleshooting, including connectivity issues, locating IP or

TCP/IP addresses, VPN software, supporting remote users.

• Understanding of Active Directory to unlock and reset passwords.

• Proficient with troubleshooting Windows Operating systems.

• Ability to troubleshoot and resolve email issues, specifically MS Outlook.

• Ability to communicate clearly and professionally, both verbally and in writing.

• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and

resolve customer's issues.

Full-time