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Level 1/2 Help Desk Admin - End User Support

Job Location: Philadelphia, PA (remote possible)

Full time position- Wednesday-Sunday Shift

Experience- 5+ years

Salary: 55-65k

Job Description:

Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Level 1 Operations Team is responsible for supporting our client's end users supporting hardware, software/applications, printer, phones etc. Position requires an experienced, highly motivated Help Desk Admin with a minimum of one to three years' experience in Help Desk Support..

Major Responsibilities

• 5+ years of experience with IT helpdesk or support position.
• First line of support to clients regarding software, Hardware and systems.
• Respond to end customer issues through phone, email, remote-in software, and computer chat.
• Knows the Ins and Outs of a Network, Servers and Windows PC (Hardware & Operating System)
• Have an understanding of an IP network, including switches/firewalls and how to troubleshoot different issues.
• Able to self-manage and hold themselves accountable.
• Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution.
• Enjoy people and care to develop strong relationships with clients.
• Be an optimist at heart.
• Resolves problem situations in a professional manner.
• Experience with iPhone/iPad/Android.
• Experience supporting phone systems from Microsoft Teams
• Experience with Apple computers in a networked environment.
• Nable RMM (remote management of computers).
• Experience supporting printers/copiers in a networked environment.
• Basic knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management.
• Support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.

The Job:

• Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems
• Invokes problem escalation procedures to coordinate recovery
• Isolates problem trends and ensures that troubleshooting efforts are completed
• Solves problems and makes decisions on a daily basis to help resolve issues
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service
• Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.
• Learn the ins and outs of our clients' unique work environments.
• Work to quickly resolving incidents submitted by our clients.
• Monitor alerts generated by our tools to resolve incidents before our clients are even aware.
• Enter all work as service tickets and time as it occurs.
• Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.
• Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.
• IT environment documentation to include system reviews and recommendations.
• Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.
• Create technical documentation when needed
• Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.
• Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must!

Must Have qualifications

• Working knowledge of Windows server administration
• Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified.
• Technical, analytical, interpersonal and organization skills required
• Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction
• Able to take ownership of and troubleshoot a broad variety of system problems
• Ability to work well with others, as well as independently. Attention to detail.
• Position requires on-call support including planned and unplanned responses to a 24x7 environment.

Bonus

• Microsoft Certifications
• Working knowledge of ITIL principals and procedures.

Non-skill requirements:

• Pass a background check.
• Able and willing to lift 50+ lbs of equipment.
• Be legal US citizen or have a USA work permit

Have reliable transportation to get to and from office and to client locations.