Help Desk Administrator 1

Expected pay range: $55,000 - $60,000

Schedule: 8:00 am-5:00 pm EST, 5 days a week (Friday, Sunday off)

Summary And Scope

The Help Desk Administrator is responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Also responsible for tracking IT assets (computers, mobile phones, tablets, etc.), and managing asset database.

Essential Functions

• Required to set up corporate office equipment or coordinate the required equipment installation as required
• Maintain all current and future acquired business operating equipment (Examples: phones, tablets, laptops, desktop, VOIP phones, projectors, Smart TVs, printers, scanners, copiers, video recorders, etc. list is not all inclusive).
• Prepare and maintain tracking process for all equipment assigned to personnel to include hand receipts for equipment purchased on behalf of, equipment purchased, and equipment assigned
• Track all equipment assigned to building by location to include all repairs required and component purchases for repair, such as imaging unit for a copier or fax machine. Intent is to track the cost of repair vs new purchase
• Maintain data of equipment on hand to include age and functionality
• Coordinate with purchasing on handoff of equipment post purchase for set up
• Coordinate recycling of equipment upon end of lifecycle determination
• Wipe & reset electronics that have not yet met lifecycle requirements for reissue
• Coordinate with Purchasing department to identify a lifecycle program through market research
• Assist individuals with lifecycle replacements
• Coordinate with Purchasing department on recommendations of whose devices are nearing end of lifecycle
• Focal point on all equipment set ups, transfers, re-imaging, etc.
• Recommend to management industry changes in IT and equipment to enhance company productivity
• Provide monthly Equipment status to department head to include known incoming and outgoing equipment requirements
• Perform Help-Desk functions for contracted software programs, Operating System functions, basic networking, and hardware integration. – liaison between employee and software help desk whenever possible
• Perform backup administrator functions. (This can be for any of our systems, Onedrive, Microsoft Teams, and Office365 Exchange – list is not all inclusive)
• Perform on-call rotation desktop support
• Wipe Mac and Windows hard drives for users
• Investigate error codes for software used by Deployed Resources
• Maintain and develop system training, quick start guides, IT security training and policies for company personnel
• Coordinate with department heads for specialized quick start guide needs
• Scrub training guides as needed, or at a minimum annually for updates and new processes
• In conjunction with other departments conceptualize, research, and execute long term technology solutions.
• Digest strata plan on where we’re going to be in 5-10 yrs., work with all the departments on forecasting needs
• Advise on the big picture storage solution for current data as well as data required to be maintained for multiple years (may include hard server and/or a rehaul of systems to downsize the number of systems we have).
• Other duties as assigned.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Skills And Specifications

• Hands on experience with Office 365/Exchange including (email, apps, drive).
• Experience troubleshooting in a Mac and Windows enterprise environment
• Experience enrolling devices in Apple Business Manager (ABM)
• Experience troubleshooting Adobe Creative Cloud
• Experience troubleshooting Apple devices in an IOS environment
• Familiar Microsoft Intune enrollment and deployment
• Familiar with Mac and PC operating systems, system functions & preferences, file recovery and search
• Navigate and troubleshoot basic device connections to PCs & Macs, to include laptops, desktops, and tablets. Basic device connections include but are not limited to phones, printers, and tablets. Basic device connection methods include USB, HDMI, DVI, Wi-Fi, & Bluetooth, etc.
• Know how to wipe/factory reset Mac and PC systems and re-install OS.
• Can remote troubleshoot software issues (Onedrive, Microsoft Teams, and Office365 Exchange) working through a screen share
• Perform remote log-ins on employee computers to resolve issues
• Familiar with Mac and PC computer operating systems and iPhone and Android cellular phones to support system functions & preferences, file recovery and search for any device.
• An intimate understanding of help functions
• Exceptional interpersonal skills
• Work Autonomously
• High-level patience
• Intuitive abilities to figure out what people are trying to say they need help with
• Provide excellent customer service to team members as not all members are technically savvy and aren’t sure what they need or how to explain the problem they are having. Ability to be able to walk them through the process of figuring out what exactly they need help with.
• Ability to see if instruction/teaching is not working or making an impression and figuring out how to best teach. Understanding multiple behavior modification techniques and implementation.
• Availability for support 24/7/365
  
  

Required Education And Experience

• Associate degree in Information Technology or a related field is required
• 3 years’ relevant IT experience, including:
• Experience with PCs and Macs
• Experience providing remote IT support.
• Experience with asset management and tracking preferred.
  

Physical Demands

While performing the duties of this job, the employee is regularly required to talk, see, hear, sit for extended periods, stand, walk, engage in repetitive motions, and use hands and fingers to manipulate objects, tools, or controls. May lift and carry materials and equipment weighing up to 25 pounds.

Expected Hours of Work

The ability to work flexible hours including nights, holidays, and weekends will be required based on contract needs. It is expected for this position to attend regular meetings during typical work hours in Eastern Standard Time as well as meetings as needed for assigned projects in other time zones.

Work Environment

This job operates in professional office environments. This role routinely uses standard office equipment such as laptop computers, smartphones, photocopiers, filing cabinets canners, and presentation materials. There is an expectation of clear communication in English both written and orally.

Travel

This position requires up to 20% travel. Travel is dependent on contract load. The ability to travel to job sites and be away for extended periods of time based on contract needs is required. Short notice travel is required with 24-48 hours’ notice.

Work Authorization

• Must be authorized to work in the United States.
• Must be able to travel within the Continental United States (CONUS)
• Must pass a drug test, motor vehicle record check, occupational health physical and lift test (if applicable), credit check (if applicable), and a background check upon accepting a conditional offer of employment.
• Must possess a valid driver's license. Have/maintain a clean driving record.
  
  

AAP/EEO Statement

Deployed Resources LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.