BASIC PURPOSEHelpdesk Administrator I is responsible for, but not limited to, handling first level support of servicerequests by telephone, email, chat or onsite. This position is also responsible for dispatching servicetickets that cannot be resolved at the Help Desk I level. These services are typically provided forcompany supported computer applications and platforms. Provides "break -fix" support for PChardware and software. The Helpdesk Administrator I is prepared to answer the most commonlyasked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issueisn'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. Thisposition 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• Ticket dispatching• Desktop application support and vendor coordination for troubleshooting• Basic ability to support the following (as examples):o UPS battery backupso Switcheso Routers/Firewallso Cabinets / Patch Panelso 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 andmaintaining certificationsBEHAVIORAL COMPETENCIES• Communication: Excellent ability in requirements gathering, documentation and articulatingtechnical 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 talentutilization, 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 orientedattitude. Responds with a sense of urgency, solicits feedback to improve service, responds torequests for assistance and meets commitments.• Ethics/values: Works by UDI's core values.• Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieveindividual results in a proactive and timely manner. Functions well in multi -taskingenvironment. 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 andfeel 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 andreporting of data.• Complex Problem Solving: Identifying complex problems and reviewing related informationto develop and evaluate options and implement solutions.• Judgment and Decision Making: Considering the relative costs and benefits of potentialactions to choose the most appropriate one.• Language Comprehension and Expression: Ability to read, analyze, and interpret the mostcomplex documents. Ability to respond effectively to the most sensitive inquiries orcomplaints. Ability to make effective and persuasive presentations to management,customers, and staff.• Managing Change and Flexibility: Ability to multi-task while setting appropriate priorities toachieve goals. Includes ability to adapt to changes in the work environment, managecompeting demands and can deal with frequent change, delays or unexpected events.• Organization: Ability to plan and organize; including the ability to anticipate tasks, setpriorities, and meet strict timelines under considerable changes in priorities at times.• Investigative/Reasoning: Ability to define problems, collects data, establishes facts, anddraw valid conclusions.• Responsibility and Accountability: The ability to meet commitments made to yourself andothers; keeping promises you make, and acknowledging and accepting the choices you havemade, the actions you have taken, and the results they have led to. Takes personalresponsibility and ownership for adhering to all company policies and procedures while alsocompleting work timely and in accordance with performance expectations.MINIMUM QUALIFICATIONS• High School Diploma or equivalent required. Associate Degree in Information Technology orrelated field preferred.• Previous computer technical support preferred.• Must possess current CompTIA A+, Network+ or Security + certification (to be obtainedwithin first 90 days if not currently certified).• Basic knowledge of Network troubleshooting, including connectivity issues, locating IP orTCP/IP addresses, VPN software, supporting remote users.• Understanding of Active Directory to unlock and reset passwords.• Proficient with troubleshooting Windows Operating systems.• Ability to troubleshoot and resolve email issues, specifically MS Outlook.• Ability to communicate clearly and professionally, both verbally and in writing.• Outstanding customer skills, with the ability to empathize and professionally troubleshoot andresolve customer's issues.