Universal Data Inc.
Helpdesk Administrator I handles first-level support through phone, email, chat, or onsite. Dispatches tickets that cannot be resolved at level I. Provides break‑fix PC hardware/software support and answers common questions. Escalates unresolved issues to Helpdesk Administrator II. Provides onsite support for projects led by System and Network Engineers. Basic understanding of helpdesk policies, printers, switches, routers, firewalls, VLANs, VOIP.
Key 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
≥80% of remote support
All other duties as assigned.
Maintains professional and technical knowledge via professional development and maintaining certifications.
Behavioral Competencies
Communication: Excellent ability in requirements gathering, documentation and articulating technical and functional contents to technical and non‑technical audiences.
Leadership: Foster a high‑performance culture characterized by service leadership, collaboration and transparency.
Composure: Works well under pressure and in stressful situations.
Customer Focus: Strong customer service skills; must possess a “can do” and team‑oriented attitude.
Ethics/values: Works by UDI’s core values.
Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve individual results in a proactive and timely manner.
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.
Motivating Others: Creates an environment in which people are inspired to do their best and feel they belong.
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 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 the most complex documents; make effective and persuasive presentations.
Managing Change and Flexibility: Ability to multi‑task while setting appropriate priorities and adapt to changes.
Organization: Ability to plan and organize; anticipate tasks, set priorities, and meet strict timelines.
Investigative/Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions.
Responsibility and Accountability: Ability to meet commitments, keep promises, and take responsibility for adherence to policies.
Minimum Qualifications
High School Diploma or equivalent required. Associate Degree in Information Technology or related field preferred.
Previously computer technical support experience 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, empathize and professionally troubleshoot and resolve customer's issues.
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Key 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
≥80% of remote support
All other duties as assigned.
Maintains professional and technical knowledge via professional development and maintaining certifications.
Behavioral Competencies
Communication: Excellent ability in requirements gathering, documentation and articulating technical and functional contents to technical and non‑technical audiences.
Leadership: Foster a high‑performance culture characterized by service leadership, collaboration and transparency.
Composure: Works well under pressure and in stressful situations.
Customer Focus: Strong customer service skills; must possess a “can do” and team‑oriented attitude.
Ethics/values: Works by UDI’s core values.
Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve individual results in a proactive and timely manner.
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.
Motivating Others: Creates an environment in which people are inspired to do their best and feel they belong.
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 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 the most complex documents; make effective and persuasive presentations.
Managing Change and Flexibility: Ability to multi‑task while setting appropriate priorities and adapt to changes.
Organization: Ability to plan and organize; anticipate tasks, set priorities, and meet strict timelines.
Investigative/Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions.
Responsibility and Accountability: Ability to meet commitments, keep promises, and take responsibility for adherence to policies.
Minimum Qualifications
High School Diploma or equivalent required. Associate Degree in Information Technology or related field preferred.
Previously computer technical support experience 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, empathize and professionally troubleshoot and resolve customer's issues.
#J-18808-Ljbffr