Helpdesk Administrator

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, providing "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 escalated 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.

• 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):
  • UPS battery backups
  • Switches
  • Routers/Firewalls
  • Cabinets / Patch Panels
  • 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.

• 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 respects 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.

• 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, including 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, collect data, establish 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 and the actions you have taken and the results they have led to. Takes personal responsibility and ownership for adhering to all…