Description

Essential Duties and Responsibilities:

The responsibilities of the Help Desk Administrator include, but are not limited to, the below.

Help Desk Requirements:

The Help Desk Administrator position reports to the Manager of Information Technology. This position will provide technical support as needed to all users. Key areas of focus and responsibilities include, but not limited to:

• Provide phone and on-site technical support to all computer users employed by the Dulles branch office.

• First line of technical support for all Help Desk calls.

• Track and enter all Computer Service Requests.

• Track and enter all Computer User Change Requests.

• Update the status of all Computer Service Requests and Computer User Change Requests.

• in our custom tracking system.

• Support the company Intranet site.

• Assist in overseeing custom database projects.

• Order supplies and equipment as directed.

• As directed install or change equipment to meet the needs of the company.

• User account creations and terminations.

• Performs and /or oversees software and application installation and upgrades.

• Adds or upgrades hardware as requested including disk drives, printers and related equipment.

• Active directory maintenance.

• Working knowledge and ability to troubleshoot and resolve all information systems in the organization.

The Help Desk Administrator is responsible for supporting software and hardware utilized by Dynalectric Company on clients including but not limited to:

• Windows 10

• Microsoft M365

• Microsoft Intune

• Microsoft Teams

• Microsoft SharePoint

• Microsoft Azure AD

• Active Directory

• Adobe Acrobat Professional X

• Bluebeam Revu eXtreme 20

• Computer Imaging (SCCM)

• Help Desk Ticketing Software (Cherwell)

• Carbon Black Defense

• Accubid Estimating & Change Order Software

• Smartsheet

Qualifications:

• Prefer 3+ year of Customer Service Experience

• Demonstrated ability to communicate clearly and effectively with peers, management, members, contractors and vendors.

• Proficient at utilizing technology such as Microsoft Office.

• Good understanding of the following:

• Windows 10 Operating System

• Network Devices

• Mobile Devices (Android & iOS).

• Ability to diagnose and resolve basic technical issues.

• Understanding of basic networking concepts such as:

• DNS

• DHCP

• Email

• HTTP

• SSL

• OSI Model

• TCP/IP

• Ability to explain complex IT concepts in simple terms.

• Ability to manage high priority projects.

• Leveraged use of technology within the organization.

• Must be motivated and have the ability to take initiative with minimal follow up.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bending or standing on a stool as necessary. This position requires the ability to occasionally lift equipment and supplies up to 50 pounds.

Equal Opportunity Employer/Veterans/Disabled