Desktop Support Administrator

Job Summary:

The primary responsibility of this position is to provide and improve the quality of desktop service by providing timely and courteous desktop support to local and remote clients with primary focusin the area of ticket requests, hardware refreshes, advanced levels of project support, problem resolution, and working closely with the onsite Desktop Support Manager.

Responsibilities/Duties/Functions/Tasks:

• Ensure customer service excellence and guaranteed response times by actively monitoring support emails/cases and ensuring all tickets are resolved in a timely and comprehensive manner
• Work collaboratively in a cross functional team including Business Leaders, Engineering, Server Support, Product Management, Professional Services, and Sales
• Provide onboarding and off boarding administration (AD, Exchange account creation, password resets, file share access, VPN support, etc.)
• Maintain image software for desktop operating system and required applications (working knowledge of Kace preferred)
• MS Office, Exchange, Active Directory, Windows 10 desktop support for local end-users and troubleshoot other offices over the Web
• Maintain inventory of replacement systems
• Ensure all desktops are patched and maintained in a timely fashion. Responsible for implementing desktop security and ensuring software compliance (including mobile devices)
• Maintain network connectivity for desktop systems (support from desktop NIC to switch)

Qualifications:

• 8-10 years’ experience of Desktop Customer Service
• Windows 10 Workstation Certification
• Extensive knowledge of Microsoft Office 2016/2019, Skype for Business and Windows 10
• High level of experience with IBM BigFix (or compatible) for software distribution and patch management
• Exceptional troubleshooting skills
• Working knowledge of Ethernet networks
• Experience with basic analysis and research
• Excellent oral and written communication skills
• Professional demeanor
• Well organized with attention to detail and ability to carry out tasks independently
• Ability to think in a strategic manner with the ability to deliver tactically
• Ability to meet deadlines and work in a team environment
• Ability to prepare and communicate effectively in person, by phone and/or email