Service Desk Administrator

Our Client, an EV Manufacturing company, is looking for a Service Desk Administrator for their Remote location.
 
Responsibilities:

• Respond to and resolve Level 1 and Level 2 IT support tickets for all employees (onsite and remote)
• Technology and Applications
• Take remote control of the end user device and troubleshoot IT/Desktop issues
• Diagnosis and resolution of computer hardware, software, and network issues for the executives and VIP users Initial troubleshooting of the network issues
• Port testing, Bandwidth monitoring, Shared drive issues, etc.
• Incident and Service request Management
• Responding, tracking, resolving, updating, and reporting of escalated/assigned tickets as per the Service Level Agreements (SLA) and Key Performance Indicators (KPI)
• Adhere to the End User Computing policies (including desktop group policies), standards, and procedures for hardware and software
• Provide the first line of defense for end-user computing support within IT
• Help develop IT tools and processes to promote efficient and effective end user support practices
• Documentation of IT knowledge base for internal IT use, or broader employee reference as appropriate Set up new user accounts and workstations
• Teach new employees basics around relevant IT systems
• Support office technology such as printers, video conference units, and digital whiteboards
• Collaborate with remote IT team members to build and maintain positive, productive team relationships
• Develop positive relationships with the business and other functions involved in downstream technical processes
• Look to improve all aspects of the It Service Desk functions continually

• At least 3-5 years of relevant (IT Service/Help Desk) work experience required
• High School education required
• Bachelor's degree and IT Certifications preferred Strong written and verbal communication skills are a must
• Provide professional and empathetic technical support to our end users while managing service request queue
• Help keep our end users productive by documenting, monitoring, and resolving issues quickly.
• Experience with Wired/Wireless networks, VPN, Collaboration tools (Chat and Video Conferencing), A/V devices, and conference room systems.
• Support Experience with Office365, all major browsers, 3rd party popular applications, encryption software, anti-virus solutions, Virtual Desktop Infrastructure (VDIs), DNS, DHCP, Active Directory, file and printing services, and shared drives
• Familiarity with the standard helpdesk ticketing tools (ServiceNow, Jira)
• Ability to coordinate and communicate at all levels within the organization Business Stakeholders, Vendors, Suppliers, Sr Managers, and C-Level Execs Tech Savvy Ability and passion for learning new technology and tools
• Passion for Customer Support A drive to help end users get what they need to do their jobs the best they can.
• A sense of satisfaction from helping end users get what they need in a timely manner Prioritization Skills The ability to analyze support requests and prioritize them based on impact Discipline
• The discipline to actively manage help desk tickets and internal IT tasks without getting distracted by email, chat, or other ad-hoc communication
• A Teacher Able to teach end users about IT technologies or solutions to their issues in an easy-to-understand way Self-Starter
• The ability to actively look for effective tasks such as Knowledgebase updates to complete in times of low tickets Ability to articulate technical solutions to non-technical users in simple and easy to understand terms

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities