Help Desk Administrator

Description

Ontellus empowers insurance carriers, self-insured corporations and law firms to reduce costs, make informed decisions and accelerate claims resolution. As the nation’s largest, privately-held records retrieval provider, Ontellus leverages decades of experience and cutting-edge technology to deliver impactful products and client-centric services within industry-leading turnaround times.

JOB SUMMARY

The Help Desk Administrator is responsible for supporting internal users with service requests in accordance with service level agreements. This individual tunes in-house computer, network, and software systems to ensure high levels of availability and security of the supported business applications.

ESSENTIAL RESPONSIBILITIES

· First response to all support requests through all channels: phone, web tickets, email requests, walk ups.

· Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up).

· Determines impact and urgency of an incident and support request in order to determine priority.

· Perform initial triage and troubleshooting of all tickets across all knowledge domains.

· Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration.

· Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve.

· Conducts initial triage/troubleshooting on a wide range of technology issues.

· Escalates unresolved requests and incidents to higher tiers.

· Provide basic “how-to” training to end users.

· Manage deployment and recovery of IT equipment.

· Maintain a record of knowledge/solutions within a structured knowledgebase.

· Make decisions based on existing procedures, processes or methods but able to think outside the box in order to ensure success.

· Share and document metrics, challenges, and best practices and incorporate into processes.

· Provide services inclusive of installation, configuration, and support of servers, networks, and associated equipment and software.

· Provide assistance with remote services: Services that may be provided remotely include network monitoring, desktop support, and Internet content filtering.

· Identifies trends in incidents to support problem management.

· Other duties as assigned.

· Technical knowledge of computer hardware – desktop, server, routers, switches – including troubleshooting and repair.

· Strong project and people skills.

· Knowledge and maintenance anti-virus, anti-spyware, and anti-spam applications; along with server configurations and desktop client applications.

Qualifications

• 2 years’ experience resolving Help Desk Tickets; Help Desk Administrator experience preferred.
• Associates degree preferred.
• Strong experience of MS Office products - specifically Word, Excel, Outlook, Project, and Power Point.
• Technical knowledge of computer hardware – desktop, server, routers, switches – including troubleshooting and repair.
• Strong project and people skills.
• Knowledge and maintenance anti-virus, anti-spyware, and anti-spam applications; along with server configurations and desktop client applications.

COMPENSATION & BENEFITS

Ontellus offers a collaborative work environment so you can learn and grow both professionally and personally. We offer a competitive benefits package including Medical, Dental, Vision, Life, Disability and a 401k Plan with a generous employer match. In addition, we offer a casual dress environment and plenty of opportunities for training and career advancement.

Ontellus is an Equal Opportunity Employer.

Ontellus requires pre-employment background checks and drug screening.