Universal Data Inc.
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Helpdesk Administrator I
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Universal Data Inc. Get AI-powered advice on this job and more exclusive features. Overview
BASIC PURPOSE
Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service requests by telephone, email, chat or onsite. This position is also responsible for dispatching service tickets that cannot be resolved at the Help Desk I level. These services are typically provided for company supported computer applications and platforms. Provides "break -fix" support for PC hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue isn'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. This position will have a basic understanding of helpdesk policies and procedures, printers, switches, routers, firewalls, VLANS, VOIP. 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): UPS battery backups Switches Routers/Firewalls Cabinets / Patch Panels Access Points Basic troubleshooting of wireless connectivity Makes basic changes to Cisco VOIP handsets Assist with deployments of network projects ā„80% of remote support All other duties as assigned. Maintains professional and technical knowledge via professional development and maintaining certifications Knowledge, Skills, Abilities
Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and reporting of data. Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one. Language Comprehension and Expression: Ability to read, analyze, and interpret complex documents; respond effectively to sensitive inquiries or complaints; make effective and persuasive presentations to management, customers, and staff. Managing Change and Flexibility: Ability to multi-task while setting priorities to achieve goals; adapt to changes in the work environment, manage competing demands and handle frequent changes, delays or unexpected events. Organization: Ability to plan and organize; anticipate tasks, set priorities, and meet strict timelines under changing priorities. Investigative/Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Responsibility and Accountability: Meet commitments, adhere to company policies, and complete work timely and in accordance with performance expectations. Minimum Qualifications
High School Diploma or equivalent required. Associate Degree in Information Technology or related field preferred. Previous computer technical support preferred. Must possess current CompTIA A+, Network+ or Security+ certification (to be obtained within first 90 days if not currently certified). Basic knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/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 and resolve customer's issues. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at Universal Data Inc. by 2x
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Helpdesk Administrator I
role at
Universal Data Inc. Get AI-powered advice on this job and more exclusive features. Overview
BASIC PURPOSE
Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service requests by telephone, email, chat or onsite. This position is also responsible for dispatching service tickets that cannot be resolved at the Help Desk I level. These services are typically provided for company supported computer applications and platforms. Provides "break -fix" support for PC hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue isn'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. This position will have a basic understanding of helpdesk policies and procedures, printers, switches, routers, firewalls, VLANS, VOIP. 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): UPS battery backups Switches Routers/Firewalls Cabinets / Patch Panels Access Points Basic troubleshooting of wireless connectivity Makes basic changes to Cisco VOIP handsets Assist with deployments of network projects ā„80% of remote support All other duties as assigned. Maintains professional and technical knowledge via professional development and maintaining certifications Knowledge, Skills, Abilities
Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and reporting of data. Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions. Judgment and Decision Making: Considering the relative costs and benefits of potential actions to choose the most appropriate one. Language Comprehension and Expression: Ability to read, analyze, and interpret complex documents; respond effectively to sensitive inquiries or complaints; make effective and persuasive presentations to management, customers, and staff. Managing Change and Flexibility: Ability to multi-task while setting priorities to achieve goals; adapt to changes in the work environment, manage competing demands and handle frequent changes, delays or unexpected events. Organization: Ability to plan and organize; anticipate tasks, set priorities, and meet strict timelines under changing priorities. Investigative/Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Responsibility and Accountability: Meet commitments, adhere to company policies, and complete work timely and in accordance with performance expectations. Minimum Qualifications
High School Diploma or equivalent required. Associate Degree in Information Technology or related field preferred. Previous computer technical support preferred. Must possess current CompTIA A+, Network+ or Security+ certification (to be obtained within first 90 days if not currently certified). Basic knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/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 and resolve customer's issues. Seniority level
Entry level Employment type
Full-time Job function
Information Technology Industries
IT Services and IT Consulting Referrals increase your chances of interviewing at Universal Data Inc. by 2x
#J-18808-Ljbffr