Helpdesk Administrator I

Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service requests by telephone, email, chat or onsite. These services are typically provided for company supported computer applications and platforms. Provides "break -fix" support for PC hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue isn't resolved, the Helpdesk Administrator I will escalate the issue to the Helpdesk Administrator II. This position may also provide onsite support for projects led by System and Network Engineers. This position will have a basic understanding of helpdesk policies and procedures, printers, switches, routers, firewalls, VLANS, VOIP.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides Windows OS Desktop support
• Provides Microsoft Office Suite installation and support
• Provides Printer / Scanner Desktop Installation and support
• Provides Desktop Hardware replacement / installation
• Provides Desktop setup, configuration, and installation
• Provides Windows Desktop OS patching, upgrade, and PC migration
• Provides Mobile device support setup/configuration
• Desktop application support and vendor coordination for troubleshooting
• Performs proactive maintenance on customer network and backup infrastructure
• Basic ability to support the following (as examples):
• o UPS battery backups
• o Switches
• o Routers/Firewalls
• o Cabinets / Patch Panels
• o Access Points
• Basic troubleshooting of wireless connectivity
• Makes basic changes to Cisco VOIP handsets
• Assist with deployments of network projects
• ≥80% of remote support
• All other duties as assigned.
• Maintains professional and technical knowledge via professional development and maintaining certifications

BEHAVIORAL COMPETENCIES

• Communication - Excellent ability in requirements gathering, documentation and articulating technical and functional contents to technical and non-technical audiences
• Leadership: Foster a high-performance culture characterized by service leadership, collaboration and transparency that will result in strong team morale, effective talent utilization, and partnership across functional areas of the organization.
• Composure: Works well under pressure and in stressful situations.
• Customer Focus: Strong customer service skills; must possess a "can do" and team oriented attitude. Responds with a sense of urgency, solicits feedback to improve service, responds to requests for assistance and meets commitments.
• Ethics/values: Works by UDI's core values.
• Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve individual results in a proactive and timely manner. Functions well in multi-tasking environment. Adopts course if current one is not working.
• Integrity/Trust: Is accountable and maintains the confidentiality of UDI's corporate data.
• Interpersonal Skills: Works well with others; builds relationships; uses diplomacy and tact; works effectively with the management team and respect differences of opinion.
• Motivating Others: Creates an environment in which people are inspired to do their best and feel they belong. Sets appropriate example for others.
• Planning/Goal Setting: Plan, organize, and set goals.
• Problem Solving: Solution-driven, flexible and creative in problem solving.
• Self-development: Strong commitment to ongoing professional development.

KNOWLEDGE, SKILLS, ABILITIES

• Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and reporting of data.
• Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one.

· Language Comprehension and Expression: Ability to read, analyze, and interpret the most complex documents. Ability to respond effectively to the most sensitive inquiries or complaints. Ability to make effective and persuasive presentations to management, customers, and staff.