IT Service Desk Administrator

Job Overview

Our client in the Edison area of NJ has an excellent opportunity for an IT Service Desk Administrator!

 

Responsibilities:

  • Administer an ITSM platform like ManageEngine, Jira, SysAid, or similar.
  • Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected.
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Triage, assign, categorize, and schedule Incidents and Service Requests to a small team of helpdesk technicians and/or engineers.
  • Maintain asset inventories.
  • Maintain support contracts.
  • Communicate technical information and happenings to internal customers and leadership.
  • Support the production website and/or related environments.
  • Support the fulfillment center during business hours and occasionally after-hours (as scheduled).
  • Configure and prepare Windows Desktops / Laptops and Mac Desktops / Laptops as per standard procedure.
  • Install Office / Adobe creative cloud/any custom software as per standard procedure.
  • Troubleshoot and support Windows and Mac related day-to-day end users’ issues.
  • Troubleshoot and provide remote support to WFH users for VPN/MS Teams/Zoom and related issues.
  • Troubleshoot any wireless connectivity issues.
  • Troubleshoot issues on printers (HP, Brother, Ricoh, Epson, Canon); open a service ticket with vendor when needed.
  • Help develop and maintain installation procedures and support documentation.
  • Work with various vendors as needed to help quote and provision new equipment and software or renewals.
  • Help vet potential issues by reviewing monitoring systems.
  • Perform employee moves within the office based on requests from HR dept.
  • Liaise with other IT associates for problem resolution.
  • Perform any other duties as assigned by Management.

 

Requirements:

  • Up to 4+ years of proven hands-on desktop support experience and technician experience.
  • Experience using ITSM platforms to track work.
  • Support a remote workforce
  • Document technical resolutions, configurations, and workflows for both internal IT use and internal customer use.
  • Balance a technical support workload against administrative duties.
  • Solid working knowledge of WinOS and MacOS.
  • Basic working knowledge of AD, DNS, DHCP, wireless, conferencing systems, and Azure or AWS.
  • Very good communication and multi-tasking skills to handle multiple requests at the same time.
  • Highly self-motivated, responsible, able to work effectively under stress and deadlines.
  • Ability to establish and maintain effective working relationships with IT team members and end users.
  • Highly professional and be able to communicate with technical and non-technical audience, as well as top management of the company.
  • Position would require lifting PCs and Mac machines when moving users to different locations in the office.
Job Detail
Shortlist Never pay anyone for job application test or interview.