Service Desk Admin

Job Summary:

As a Service Desk Administrator, you are responsible for assisting in the management of the IT Service Desk and all activities related to the maintenance, troubleshooting, and installation of personal computers and peripheral equipment. This position reports directly to the Infrastructure Operations Supervisor.

Essential Functions:

• Assist the Technology Help Desk Supervisor (THDS) in all aspects of the management and operation of the company's IT Help Desk
• Aid in determining computer hardware and software requirements necessary for Help Desk operations
• Assist in the research, selection, development and implementation of industry best practices as they pertain to corporate network and personal computer support operations
• React accordingly to the importance and urgency of hardware or software problems.
• Communicate with end-user management regarding the status of out-of-service equipment. This includes an estimated time to back in service
• Meet with job originators and/or his/her management team to determine needs and specifications of Help Desk assignments
• Provide technical leadership to the entire organization
• Assist the THDS in the management of the maintenance and installation of personal computers and peripheral equipment (i.e. printers, bar code readers, etc)
• Advanced personal computer and network troubleshooting assignments
• Advanced application support for the Microsoft Office products (Word, Excel, PowerPoint, and Access)
• Advanced end-user support for corporate administrative e-mail functions
• Creating and enhancing personal computer and servers standards
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans
• Liaison with job originators, including training, consulting, and communications, in order to assure a quality program consistent with their needs
• Adhere to Departmental standards, as they relate to methodology, operating procedure, documentation, and accuracy of data
• Assist in budgetary planning
• Ensure all safety and work rules and regulations are followed
• Ensure departmental housekeeping standards
• Perform all other duties as assigned

Knowledge, Skills and Abilities

• Manage the process of maintenance and installation of personal computers and peripheral equipment within established best practices and schedules
• Serve as programming consultant for PC users
• Extensive understanding of the Windows and Macintosh desktop operating systems
• Extensive understanding of the Windows operating system Registry file
• Advanced analytical and PC hardware problem determination skills
• Understanding of network routing issues
• Advanced understanding of MS Exchange administration and problem determination skills
• Work in a self-motivated and self-directed manner
• Time management and organizational skills
• Experience interfacing with the user community
• Ability to communicate with end-users to determine needs and/or deficiencies
• Extensive understanding and application of analytical skills in the business environment
• Ability to work with minimal supervision
• Stay up-to-date with technical support developments in conjunction with hardware developments to ensure efficient technical support practices, ensuring maximum end-user productivity

Minimum Requirements:

• Bachelor's degree in Information Technology, Computer Science or a related field and two years' experience in service desk applications
• Associate degree in Information Technology, Computer Science or a related field and four years' experience in service desk applications