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Service Desk Administrator

VanEck
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Summary:  This position is part of the IT Infrastructure Service Desk team providing desktop support and general IT services to all employees of the firm. The role will cover shifts from 11am-8pm or 12pm-9pm, depending on business needs.

 

Essential Duties and Responsibilities: 

Includes the following, other duties may be assigned as needed: 

  • Providing desktop support and general IT services to all employees

  • Develop solutions & processes to enhance the desktop environment for all employees

  • Troubleshooting user problems over the phone and with remote control technologies

  • Ability to create & implement desktop solutions

  • Perform hardware & software analysis to identify sources of performance issues

  • Responsible for patching workstation OS as well as third party applications

  • In charge of facilitating and administration of company issued mobile devices

  • Manages the provisioning of security related items from permissions, group membership(s) and revocation

  • Creating & executing desktop deployment, maintenance & security policies

  • Coordinates and/or independently works on multiple, complex projects or tasks, working with team and management guidance

  • Researches, recommends and applies technical solutions to enhance productivity in meeting end user needs

  • Provide support and assist with smartphone, mobile, tablet troubleshooting.

  • Work with software and hardware vendors for product specifications, evaluation, technical problems and solutions

  • Creates and publishes new documentation pertaining to specific Operating System issues in enterprise knowledge base. Provides solutions used by Service Desk support

  • Completes additional tasks such as inventory, shipping, and imaging

  • Delivers, tags, sets up & assists in the configuration of end-user desktops (hardware & software)

  • Provide basic end user training (software and peripherals)

  • Complete new user setup for Workstation, Telephone system, and Software access

  • Install and upgrade software for current as well as new users as need arises

  • Configure, deploy, and upgrade workstations

  • Help traveling and home users with VPN problems

  • Review system alerts; review, address, troubleshoot and escalate to appropriate team members

     

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

     

     

    Supervisory Responsibilities 

    This job has no supervisory responsibilities.

     

    Other Duties: 

  • Possesses & displays strong customer service skills when working with end users & colleagues within the IT department

  • Interact & collaborate with other team members across the environment

  • Assisting the Infrastructure engineers with racking, stacking of servers & networking equipment

  • Working within a structured problem management and resolution process

  • Accurate documentation of all activities conducted

     

    Special Requirements: 

  • Must be able to sit for prolonged periods of time in front of a computer. Must be able to perform physical activities, such as but not limited to, lifting heavy equipment (up to 50 lbs. unassisted), bending, standing, climbing or walking.

     

    Qualifications: 

  • Understanding of computer technology in a business environment

  • MS OS support (windows 10, Win7), MS Office applications (Office, Visio, Project)

  • Handheld phone and tablet support (Windows, Blackberry, IOS, Android)

  • Excellent phone support with all employees, especially executive staff

  • Knowledge & experience using Active Directory

  • Knowledge of virtualization technologies

  • Knowledge of IT Systems Monitoring software (SolarWinds Orion etc.)

  • Computer deployment software (Acronis, Symantec ghost or etc.)

  • Prior experience with a helpdesk ticketing system

  • Apple (Mac OS X)

  • Ability to interact effectively with all levels of staff and clients

  • Roll up your sleeve work ethic

 

Education and/or Experience 

  • Bachelor Degree in Computer Science

  • Minimum of 3 years’ experience providing desktop support

     

    Competencies 

    To perform the job successfully, an individual should demonstrate the following competencies: 

  • The IT Team is customer focused so the individual must have sound inter-personal skills and be a good and willing communicator

  • Good written and oral communication skills; good interpersonal skills

  • Highly self-motivated and directed, with keen attention to detail

  • Ability to effectively prioritize tasks in a high-pressure environment

  • Experience working in a team-oriented, collaborative environment

  • Professional demeanor

  • Eager and willing to learn new procedures/ideas

  • Motivation & enthusiasm

  • Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization