Help Desk Administrator

Role Overview
The Help Desk Administrator serves as the primary point of contact for all internal staff experiencing technical difficulties. This role is responsible for providing initial triage, troubleshooting, and resolution for hardware, software, and network issues. The ideal candidate possesses a strong technical aptitude, exceptional customer service skills, and a passion for problem-solving in a fast-paced environment.
Core Responsibilities

• User Support & Triage: Act as the first line of defense for incoming support requests via phone, email, chat, and ticketing system.
• Troubleshooting: Diagnose and resolve basic technical issues involving Windows operating systems, Microsoft 365 suites, PC hardware devices and network connectivity.
• Identity & Access Management: Handle routine user account management, including password resets, account unlocks, and basic permission adjustments in Microsoft Entra ID.
• Hardware Provisioning: Assist in setting up, configuring, and deploying workstations and peripherals for new hires based on standard operating procedures (SOPs).
• Documentation & Escalation: Document all support interactions and resolution steps thoroughly within the ticketing system. Escalate complex or high-priority issues to Tier 2/3 support teams when necessary.

Qualifications

• Associate degree in IT or completion of a technical training program/bootcamp is a plus. A+, CCNA, Microsoft Certifications.
• Deep understanding and functionality of Windows OS 11.
• Microsoft 365 apps (Outlook, Teams, OneDrive) and have experience working within Microsoft Administration Consoles.
• Understanding of Infrastructure Networks.
• Troubleshooting Skills.
• Must have 2+ years’ experience working within the Technology industry.