Desktop Administrator

The Desktop Administrator's role is to provide support and maintenance within the organization's deskside computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all deskside hardware and software to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or remotely) in a timely and accurate fashion and provide end-user assistance where required.

Responsibilities: Perform Tier1 and Tier2, diagnostics, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions, including off-site repair for remote users as needed. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels. Install, test, monitor network switches and patch panels for assigned locations Assess the need for and implement performance upgrades to desktops/laptops, including the installation of CPUs, I/O and NIC cards, hard drives, RAM (memory) and other internal peripherals. Collaborate with Desktops Engineers/Cisco Engineer/Network Administrators to ensure efficient operation of the company's deskside computing environment. Where required, administer and resolve issues with associated end-user workstation networking software products. Receive and respond to incoming calls, texts, tickets and/or e-mails and messages regarding deskside issues. Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by supervisors/ managers. Ensure that physical deskside connections (i.e. RJ-45 Ethernet jacks, RJ-11 telephone modem jacks, connectors between desktops/laptops/monitors and peripherals, etc.) are in proper working order. Perform installs as well as Move Add and Changes on deskside phones Troubleshoot mobile phone issues prior to routing to Mobility Team. Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring deskside operations. Maintain proper inventory of all laptops, desktops, monitors, hard drives and other deskside components and equipment. Accurately document instances of deskside equipment or component failure, repair, installation, and removal. When necessary, liaise with Tier 3, Mobility and equipment vendors. Conduct research on deskside products in support of workstation procurement and development efforts. Evaluate and recommend products for end users for purchase. Assist in developing strategies and capacity planning for meeting future deskside hardware needs. Write technical specifications/documentation for use of deskside hardware, software and related products.

Work Conditions: Possible On-call availability for 7 days per month. Travel to other locations outside of home base for projects and testing. Weekend and after business hours for projects/testing Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, lifting of equipment, operate hand and power tools and to install deskside and network components. Lifting and transporting of heavy to moderately heavy objects (up to 50lbs), such as computers, monitors, printers, network switches and other components.

Required Skills/Experience: College diploma or university degree in the field of computer science and/or 3 years equivalent work experience A and or MCSE Preferred. Excellent technical knowledge of deskside hardware, including brands such as DELL, Lenovo. Excellent technical knowledge of desktop/laptop internal components. Technical knowledge of general networking (switches, routers, cabling) Knowledge of Video Conferencing and Audio/Visual hardware/software Hands-on deskside hardware troubleshooting experience. Working technical knowledge of current protocols, operating systems such as Windows 10. Working knowledge of Microsoft Office products. Able to read and understand technical manuals, procedural documentation, and OEM guides. Ability to conduct research into workstations issues and products as required. Effective interpersonal skills and relationship-building skills in a multi-cultural environment. Strong written and oral communication skills. Ability to present ideas in user-friendly language. Understanding of the organization's goals and objectives. Analytical and problem-solving abilities, with keen attention to detail. Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. Strong customer-service orientation.