Helpdesk Administrator I

BASIC PURPOSE Helpdesk Administrator I is responsible for handling first level support of service requests by telephone, email, chat or onsite. This position also dispatches service tickets that cannot be resolved at the Help Desk I level, provides break‑fix support for PC hardware and software, answers common questions, escalates issues to the Helpdesk Administrator II, and may provide onsite support for projects led by System and Network Engineers. The role requires a basic understanding of helpdesk policies and procedures, printers, switches, routers, firewalls, VLANS, and VOIP. ESSENTIAL DUTIES AND RESPONSIBILITIES 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 UPS battery backups, switches, routers/firewalls, cabinets/patch panels and access points Basic troubleshooting of wireless connectivity Makes basic changes to Cisco VOIP handsets Assists with deployments of network projects ≥80% remote support All other duties as assigned Maintains professional and technical knowledge via professional development and maintaining certifications BEHAVIORAL COMPETENCIES Communication: Excellent ability in requirements gathering, documentation and articulating technical and functional content 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, respond with a sense of urgency, solicit feedback to improve service, respond to requests for assistance and meet 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 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 KNOWLEDGE, SKILLS, ABILITIES 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; includes ability to adapt to changes in the work environment, manage competing demands, and 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, acknowledging and accepting decisions and actions, taking personal responsibility and ownership for adhering to all company policies and procedures while completing work timely and according to performance expectations MINIMUM QUALIFICATIONS High School Diploma or equivalent required; Associate Degree in Information Technology or related field preferred Previous computer technical support preferred Must possess current CompTIA A+, Network+ or Security+ certification (to be obtained within first 90 days if not currently certified) Basic knowledge of Network troubleshooting including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users Understanding of Active Directory to unlock and reset passwords Proficient with troubleshooting Windows Operating systems Ability to troubleshoot and resolve email issues, specifically MS Outlook Ability to communicate clearly and professionally, both verbally and in writing Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues #J-18808-Ljbffr