Help Desk Administrator

Role Description:

We are seeking a Help Desk Administrator to provide technical assistance and support to our clients and internal staff. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a customer-focused attitude. The Help Desk Specialist will be responsible for diagnosing and resolving technical issues, installing, and configuring software and hardware, and providing training and guidance to users. Ideal candidates will have some core technology experience with Windows Active Directory, DNS, Networking, GPO/Security policies, and Microsoft Teams Phone Systems.

Responsibilities:

• Report to the Chief Information Officer.
• Provide first-level technical support to end-users via phone, email, or in-person through help desk tickets using HappyFox ticketing system, tracking and resolving user issues promptly and effectively. Note that occasional after-hours support may be required when resources are needed for escalated cases.
• Administer Microsoft Teams Phone Systems and provide support for VoIP telephony.
• Administer Office 365 services such as Exchange Online, SharePoint Online, and Teams.
• Implement automation solutions using Intune for device management and configuration.
• Perform regular maintenance on Windows Active Directory environment, including user management, group policy, and authentication protocols.
• Assist in managing DNS configuration and troubleshooting.
• Assist in monitoring and troubleshoot networking issues, including LAN/WAN connectivity and VPNs.
• Assist in managing and maintaining Azure cloud infrastructure, including resource provisioning, monitoring, and optimization.

Experience/Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or Technical Certification is preferred.
• Previous help desk experience or related field/equivalent work experience preferred.
• Minimum of 1-2 years of experience in Azure cloud system administration preferred.
• Proficiency in Office 365 administration, including Exchange Online, SharePoint Online, and Teams.
• Experience with automation tools such as Intune for device management.
• Understanding of Windows Active Directory, SQL, DNS, and networking concepts.
• Knowledge of security best practices and ability to implement security policies.
• Familiarity with Microsoft Teams Phone Systems is preferred.
• Experience with SoftPro Title Management System is a plus.
• Excellent communication skills and ability to work collaboratively in a team environment.
• Highly motivated individual with ability to work unsupervised and meet daily expectations.

Note: This job description is intended to provide a general overview of the position. It is not an exhaustive list of responsibilities or qualifications.

Schedule:

• Core business hours are 8:30am-5:30pm
• Monday through Friday