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IT Helpdesk Administrator

Location: Hampton, Georgia
Job Type: Full-time

Basic Function:

The Help Desk Administrator’s role is to oversee the entire Help Desk staff and ensure that end users are receiving the appropriate assistance. This includes the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. The Help Desk Supervisor will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.

Essential Responsibilities:

Planning

  • Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Acquisition & Deployment

  • Collaborate with other departments to identify and/or procure Help Desk software for internal staff and external clients.
  • Conduct research on emerging products, services, protocols, and standards in support of help desk technology procurement and development efforts
  • Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues
  • Oversee hardware, software, network, phone, copiers and other peripherals procurement, implementation and upkeep / maintenance

Operational Management

  • Work with MSP (Managed Service Provider) and ensure availability of systems
  • Manage the processing of incoming calls to the Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues
  • Design and enforce request handling and escalation policies and procedures
  • Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
  • Monitor and test fixes to ensure problems have been adequately resolved
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
  • Track and analyze trends in Help Desk requests and generate statistical reports
  • Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations
  • Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users
  • Oversee the development, implementation, and administration of help desk staff training procedures and policies

Position Requirements:

Knowledge & Experience

  • Demonstrated progressive experience in the supervision of a technical support team
  • Proven track record of developing and providing Service Level Agreements and Help Desk deliverables
  • Solid relationship management and performance management skills
  • Ability to motivate and direct staff members and subordinates
  • Exceptional written and oral communication skills
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Strong documentation skills
  • Ability to conduct research into a wide range of computing issues as required
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly language to non-technical staff and end users
  • Keen attention to detail
  • Proven analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Exceptional customer service orientation
  • Experience working in a team-oriented, collaborative environment

Minimum Qualifications:

  • Education: Associates / Bachelor’s degree in Computer Science, Engineering or a related discipline
  • Experience: At least four years of experience in IT
  • Familiarity with ASP.NET / SQL / Access / Web Services / Azure / AWS
  • Must be a prove problem solver and adept at assimilating new technologies
  • Strong written and oral communication skills with the ability to communicate technical issues and concepts clearly and be an adviser to clients
  • Familiarity with ITIL / ITAM concepts. Good Understanding of Incident Management, Problem Management, Service Catalog, Change Management concepts
  • Any ITIL certification is a plus
  • Strong sense of accountability and customer oriented approach

 

IT Helpdesk Administrator


At Southern States, you will enjoy an excellent benefits package, including 11 paid holidays, 401K retirement savings, medical, dental, and other benefits.

Southern States, LLC provides equal employment opportunities (EEO) to all employment without regards to race, color, religion or belief, sex (including pregnancy), gender, sexual orientation, gender identity and/or expression, marital status, national origin, age, physical or mental disability, veteran status, genetics, or any other characteristic protected by federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.