Level One Help Desk Admin- End User Support

🌍 Remote, USA 💹 Full-time 🕐 Posted Recently

Job Description

Job title: Level One Help Desk Admin- End User Support in Philadelphia, PA at Contour Data Solutions

Company: Contour Data Solutions

Job description: Level 1 Help Desk Admin - End User SupportJob Location: Hybrid WFH & Customer Sites- Philadelphia, PAFull time positionExperience- 5+ yearsSalary: 50-65kJob Description:Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Level 1 Operations Team is responsible for supporting our client's end users supporting hardware, software/applications, printer, phones etc. Position requires an experienced, highly motivated Help Desk Admin with a minimum of one to three years' experience in Help Desk Support..Major Responsibilities

5+ years of experience with IT helpdesk or support position.

Ability to manage ticket queue

First line of support to clients regarding software, hardware and systems.

Respond to end customer issues through phone, email, remote-in software, and computer chat.

Knows the Ins and Outs of a Network, Servers and Windows PC (Hardware & Operating System)

Have an understanding of an IP network, including switches/firewalls and how to troubleshoot different issues.

Able to self-manage and hold themselves accountable.

Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution.

Enjoy people and care to develop strong relationships with clients.

Be an optimist at heart.

Resolves problem situations in a professional manner.

Experience with iPhone/iPad/Android.

Experience supporting phone systems from Microsoft Teams

Experience with Apple computers in a networked environment.

Nable RMM (remote management of computers).

Experience supporting printers/copiers in a networked environment.

Basic knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management.

Support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.

The Job:

Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems

Invokes problem escalation procedures to coordinate recovery

Isolates problem trends and ensures that troubleshooting efforts are completed

Solves problems and makes decisions on a daily basis to help resolve issues

Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.

Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service

Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service

Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.

Learn the ins and outs of our clients' unique work environments.

Work to quickly resolving incidents submitted by our clients.

Monitor alerts generated by our tools to resolve incidents before our clients are even aware.

Enter all work as service tickets and time as it occurs.

Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.

Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.

IT environment documentation to include system reviews and recommendations.

Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.

Create technical documentation when needed

Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.

Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must!

Must Have qualifications

Working knowledge of Windows server administration

Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified.