Service Desk Administrator

Summary of the main functions covered by the job holder:

Must be fluent in Spanish as well as English.

Based in New York and reporting to the IT Support Manager, the Service Desk Administrator is, amongst other functions, a key member for the operations of the IT environment of the Company. Its main duties will be:
• Ensure a smooth and risk-free IT environment in support of our staff, clients & business as a whole
• Help users with IT-related issues
• Maintain the end-user IT environment
• Perform daily IT Management and maintenance tasks
• Keep IT company asset inventory updated
• Provide timely and adequate communication to Manager/Colleagues
• Participate in IT projects

Specific tasks:
• Be the support contact for local users and other branch offices if needed
• Setup end-user working environment (Desktop/Laptop/Printer/Phones)
• User Management tasks (AD, Exchange, File server, ...)
• Monitor the daily operations of each system (backup jobs, system events, performance, ...)
• Availability to perform corrective actions and support our business on & off business hours
• Ensure clear and well understood Operating Procedures and Documentation for the daily and regular business IT activities
• Keep users informed on best practices used within the company. Train them if necessary
• Coordinate/Report with internal and external counterparties for problem resolutions if necessary

Required Technical knowledge:
• Strong knowledge of Windows client environments (Windows 10/11, Office 365 suite)
• Strong knowledge of ticketing and asset management systems
• Working knowledge of Microsoft Intune / SCCM will be an asset
• Basic knowledge of Windows Server environments, SharePoint, and Application packaging

Required competencies:
• Excellent communication skills towards end users, colleagues, and suppliers
• Attention to detail
• Professionalism
• Organizational and documentation skills
• Proven Customer service and follow-up skills
• Pro-active thinking and planning from day-to-day to medium-long term tasks
• Initiative-taker/Self-starter

Education/Experience/Various:
• College degree in IT and/or similar experience
• ITIL Certified
• 3 years minimum experience in a similar position, preferably within an international commercial institution
• Fluent in English and Spanish. Any other language is considered an asset.
• International Traveling to other locations (Optional)
• Onsite 3 days a week (Tuesday - Thursday)