Desktop Administrator
Desktop Administrator
Location: Carlsbad, CA
Duration: 6 months ( Contract to Hire)
JOB OVERVIEW
The Desktop Administrator will be responsible for serving as a primary interface for all IT support services for internal customers and ABC Inc. The goal of this position is to provide user support of computer-based systems to maximize reliability, performance, and availability to meet business objectives. This position will be the customer resource for providing technical support in activities associated with the identification, prioritization, and resolution of issues within the computer environment
ROLES AND RESPONSIBILITIES
The Desktop Administrator is responsible for providing efficient, timely, and high-quality tier L1 and tier L1.5 technical support to end-users of ABC Inc information systems.
Perform basic computer operational maintenance which includes ability to install, setup, configure, troubleshoot, and optimize computer systems and components.
Support and maintain strategic desktop solutions that promote cost savings to the company for desktop and helpdesk support.
Consistently demonstrate professional and superior customer service and interpersonal skills.
Create, update and complete Service Desk tickets within Atlassian s Jira ticketing system including detailed incident and resolution information.
Actively participate in technical projects for assigned areas of support which will include computer and application upgrades, installs, and setups.
Responsible for ensuring critical support issues are escalated as appropriate with internal and external resources to meet or exceed agreed upon service level agreement guidelines.
Identifies and troubleshoots problems individually or as a part of a team and provides basic problem analysis and solution implementation that follows established technical guidelines.
Responsible for 3rd party client application support which includes escalating to senior team members to resolve issues.
Adhere to department standards, service level agreements and process and procedures as required by IT SOX and security compliance.
Maintain and enhance knowledge of our business and industry.
Create and maintain documentation for various processes and procedures.
May be required to log into phone queue to provide Tier-1/Tier-2 customer phone support.
Performs all other duties as assigned by the Technical Lead, Supervisor and/or Manager.
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)
Experience installing, setting up, configuring, troubleshooting, and optimizing basic to moderately complex systems and components.
Proficiency in various software applications including Internet browsers, Microsoft Office, and all third-party applications in use by our end users.
Extensive working knowledge of modern Microsoft Windows desktop client operating systems including Windows 10/11 as well as hands-on experience in a Microsoft software and networking environment.
Working knowledge of Apple hardware and macOS, iOS and iPadOS operating systems.
Working knowledge of Atlassian s Jira Service Management ticketing system or equivalent platform.
Basic knowledge of Microsoft network enterprise system computer environments.
Basic knowledge of ERP and/or SaaS technologies and platforms.
Basic understanding of requirements and techniques for integrating disparate systems or technologies.
Basic knowledge of computer system imaging.
Basic understanding of 3rd party application support and troubleshooting.
Able to recognize and analyze system issues on a working level and identify resolutions or required escalations.
Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors.
Able to work extended or unusual hours as necessary to support business needs or system projects that require system work that may fall outside standard support hours.
Able to provide support on technical team projects spanning multiple sites.
Able to work independently and prioritize multiple tasks to support business critical processes and service level agreement requirements in a fast-paced environment.
EDUCATION AND EXPERIENCE
Bachelor s Degree or equivalent levels of professional certification or related experience.
Minimum 2 years corporate experience in hardware/software support in a corporate Windows 10+ or macOS environment.
Relevant certifications, such as A+, hardware vendor programs, Microsoft, and Customer Service training, a plus.
PHYSICAL REQUIREMENTS / WORK ENVIRONMENT (if applicable)
Work is performed in a designated professional office workstation and environment, and you must be able to report to the office 5 days a week
Extensive use of office equipment to include computer, calculator, copier, fax, and other business-related machines and software.
Required to lift and/or carry up to 20 pounds (computer monitors, network equipment, etc.).
The employee may be required to stand, sit, crouch, walk and bend/conform in uncomfortable positions for varying periods of time.