Desktop Support Administrator
About Us source: n. a thing or place from which something comes; a spring of water from the earth; a maker; one that supplies information and causes or creates. For four decades, SOURCE, Inc. has served as a highly successful point of origin for companies seeking a fresh stream of unified communication business solutions. From design and implementation to maintenance and support, our certified sales and engineering teams are ready to design a plan with the customer’s needs as our priority. SOURCE keeps businesses flowing, with comprehensive knowledge and experience to deliver results swiftly and successfully. JOB TITLE: Desktop Support Administrator POSITION SUMMARY: The Desktop Support Administrator is responsible for ensuring customer satisfaction by responding to calls, walk-ins, and field visits. Advises and assists all customers with Information and Technology issues with hardware, software, and peripherals in both the terminal emulation and client/server environments covering both Local Area Network and Wide Area Network technology. Simulates and recreates customer problems to resolve operating difficulties. Recommend systems modifications to reduce customer problems and complaints. Train customers on software and hardware use either in person, on the desktop, or over the phone. Perform administration tasks on routers, switches, and firewalls. JOB RESPONSIBILITIES: · Provide support for on-the-spot diagnostic evaluations, implementation of corrections in proper operation of Window’s Operating Systems, Outlook, Word, Excel, PowerPoint, Visio, Internet Explorer (IE), SharePoint, Adobe Acrobat, Veritas DLO agent, Acronis, Windows 2003/2008 Server, Exchange 2010, Lync, and Forefront · Set-up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software · Diagnose and repair computer workstations, Dell laptops, HP printers, Avaya telephone systems, and all other peripherals supported by IT. Elevate issues to the proper Level III support resource if necessary · Perform diagnostic evaluations and implementation of corrections of internal applications and related technologies · Monitor management information systems to ensure data accuracy, security, and legal and regulatory compliance. Ensures compliance with Information and Technology Policies and Procedures · Log user calls and issues in the Help Desk Software; prioritize trouble tickets according to the impact on business operations · Manage the Help Desk for all issues relating to desktop support and network operations · Respond to requests for help submitted by phone, email, or text · Continue education and proficiency in new technologies to support hardware, software, and related technologies. · Other duties as assigned MINIMUM REQUIREMENTS: Education: · High school diploma or GED required · Associates degree in Computer Science or related field preferred; a combination of education and experience may be accepted in lieu of a degree · Microsoft, Cisco, Juniper, and/or Avaya certifications are highly desirable Experience: · At least 4 years desktop experience in a networked environment · Solid knowledge of, and experience with, problem determination and resolution through research and fact-finding · Proficient in Microsoft Outlook, Word, and SharePoint · Proficiency in PWA, Watchguard Firewalls, and VMWare is highly desirable Essential Physical Functions: · Must be able to proficiently use a standard keyboard, mouse, and PC · Capable of lifting and/or moving heavy objects up to 40 lbs · Must be able to work weekends and/or holidays to provide on-call support Equipment Used: · Standard keyboard, mouse, and PC · PC/Network toolkit Competency Requirements: · Must have strong written and oral communication skills; must be able to communicate with people at all levels of technical ability via telephone, email, and in person · Ability to work independently with general supervision or within a team environment · Must possess a strong work ethic with a commitment to excellence · Must be able to work in a constantly changing environment, with the ability to shift focus and rearrange priorities as needed HOW TO APPLY: Qualified candidates can submit a resume and cover letter to firstname.lastname@example.org . SOURCE, Inc. is an equal opportunity employer. Visit us at www.source.com .
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