Desktop Support Administrator I

The Desktop Support Admin is responsible for providing timely and professional computer support to resolve computer issues, install, modify, and repair computer software using remote tools or face-to-face for onsite and offsite employees.

ESSENTIAL DUTIES/RESPONSIBILITIES/FUNCTIONS:

• Respond to in-bound calls, help desk tickets, and e-mail messages in a courteous, timely and efficient manner.
• Listen to customer’s computer issues such as non-responsive programs, error messages, etc., and ask questions to diagnose the problem(s).
• Give instructions to employees to resolve the problem(s), repeat instructions and provide alternate solutions to resolve problem(s).
• Monitor help desk ticket queue to make sure tickets are being addressed based on priority.
• Configure, image, deploy and maintain desktops, laptops, monitors, printers, telephones, and TVs as required.
• Respond to requests for equipment repairs including printers, copiers, and fax machines, schedule repairs and coordinate with outside vendors.
• Work cooperatively with co-workers and supervisors.
• All other duties as assigned.

QUALIFICATIONS & SKILLS REQUIRED TO PERFORM JOB DUTIES:

• Intermediate computer skills including MS Office (Outlook, Word, Excel), and Internet.
• Ability to install, configure, support and repair hardware/software.
• Excellent verbal and written communication skills including clear and effective verbal and written communication both in person and over the phone.
• Strong trouble-shooting and problem-solving skills.
• Strong interpersonal, organizational and customer service skills including a high level of patience, self-motivated and attention to detail.
• Consistently friendly, helpful in-person and telephone demeanor.
• Ability to work individually as well as part of a team.
• Able to multi-task yet maintain accurate work product in a dead-line driven environment with constantly changing priorities.
• Ability to calmly and effectively resolve employee’s computer problems and concerns.
• Honest and trustworthy.
• Willing and able to work early morning, late evening, weekends and holidays as needed based on business demands.

EDUCATION AND/OR EXPERIENCE REQUIRED TO PERFORM JOB DUTIES:

• Minimum 3 years of work experience installing, troubleshooting, configuring, updating and maintaining Windows-Based systems.
• Minimum 3 years of prior Desktop technical support work experience.
• Minimum 3 years of experience in a Windows MS Office 365 environment.
• Experience with Apple products is a plus.

PHYSICAL REQUIREMENTS TO PERFORM JOB DUTIES:

• Climb stairs, stand up/remain upright, walk/move throughout entire building, parking garage and open courtyards on a variety of surfaces including tile, concrete, carpet and wood surfaces.
• Sit/remain seated for long periods of time, up to 4 hours at a time.
• Stand/remain standing on feet for long periods of time, up to 4 hours at a time.
• Bend, stoop, squat, kneel and crawl on hands and knees frequently, as needed.
• Use a computer, keyboard, dual monitors and telephone.
• Operate general office equipment (copier, fax machine, printers, etc.).
• Reach down, forward and overhead frequently.
• Turn and twist frequently.
• Able to move up to 50 pounds.