IT Helpdesk Administrator

Motive Companies is seeking a critical thinking candidate for a 3-month contract helpdesk position in our IT department. Skills must include the ability to clearly communicate with users at all levels of the organization, respond and adapt to a variety of helpdesk requests, and be highly motivated for the proactive health of the company's digital infrastructure.

Responsibilities

• Installs, tests, and assists users with the implementation of new hardware, software, and applications
• Provide ongoing first and second-level helpdesk support and ticket triage, including problem troubleshooting, customer support, ticket creation, management, and follow-up
• Troubleshoots and identifies hardware and software problems in a timely manner; resolves routine problems, replaces defective components, and researches resources to identify solutions
• Manages and maintains hardware procurement, shipping, and tracking
• Assigns, modifies, and deletes user accounts and resolves security access problems; maintains integrity of system security
• Identify, document, and maintain process and software documentation
• Assist senior team members with special projects and administrative tasks, as needed
• Enterprise helpdesk experience a plus
• Mentoring and growth will be provided by experienced IT management, but candidate should have some existing skills for front line technical support

Requirements

• BA, BS preferred
• Sage 500 experience required
• Strong knowledge of Windows, O365
• Solid grasp of network protocols (DNS, DHCP, VPN)
• Experience in a help-desk environment, fluid in the use of help desk tools, prioritization of support calls, effective documentation of how a call was answered/remediated, etc.
• Excellent Communication/Documentation skills and strong customer-service orientation
• Strong analytical problem-solving skills and ability to work independently
• Ability to complete multiple projects simultaneously, and in a timely manner
• Able to multitask in complex, diverse, fast-paced, production environment
• Strong oral and written communication skills
• Minimal after-hours and weekend work with flexibility for on-call emergencies