Help Desk jobs in United States

Donna Cona Inc. is currently seeking a Senior, Systems Administrator- Desktop Expertise, for one of our clients.

Qualifications:

• Proven ability to design, deploy, administer desktop and laptop solutions including inventory management;
• Able to provide support in a deployment based environment using SCCM and Intune;
• Extensive Helpdesk experience and knowledge of incident tracking and management;
• Experience with Windows 10, TCP / IP, DHCP, DNS, Active Directory;
• Familiarity with computer hardware based solutions including Dell and Microsoft products workstations, laptops and mobile devices and the surface product line;
• Able to work in a team environment as well as independently;
• Technical team leadership skills will be an asset;
• Excellent writing and documentation skills;
• High level of organizational skills.

Responsibilities:

• Tracks and documents service incidents and provides incident status reports;
• Carries out routine maintenance on client workstations and client application software;
• Carries out Tier 2 and Tier 3 problem resolution when escalated from a Tier 1 Call Centre Agent or more junior Informatics Technician;
• Reports and updates action track logs, and escalates unresolved items to Tier 3 systems;
• Enforces stated desktop configuration standards;
• Installs, configures, upgrades, and repairs workstations, printers, and other peripherals;
• Installs, configures, and upgrades workstation operating systems;
• Installs and configures desktop Office Automation tools (MS Office 365, Outlook etc.) and various software revisions and patches;
• Provides desktop problem determination and resolution services;
• Produces daily and weekly personal activity reports as and when required;
• Installation, configuration, optimization, testing and administration of GN physical and virtual desktop hardware including workstations, laptops, tablets and other related;
• Installation, configuration, optimization, testing and administration of desktop operating systems, software and applications;
• Installs firmware for workstations and related peripherals;
• Installs and configures manufacturer service packs, application updates and fixes as required;
• Tracks and documents workstation service requests;
• Reports and updates action track logs, and escalates unresolved items to manufacturer support teams;
• Contributes to the post mortem analysis following any workstation failure and provides colleagues and management with recommendations on adjustments to procedures in order to prevent future incidents;
• Performs inventory and asset management services for all workstation hardware and software deployed by the GN Help Desk;
• Recycles, de-commissions, disposes of GN IT assets, related peripherals and desktop as required;
• Prepares, labels, and ships purchased IT goods to clients across Nunavut;
• Creates, administers access rights, expires user accounts, and archives accounts;
• Tracks and documents service incidents/problems and provides status reports;
• Responsible for handling all work orders, for requests for information on IT services, guidelines and procedures;
• Reports and updates work orders, escalates unresolved items to more senior tiers;
• Enforces desktop/network configuration standards and data security;
• Provides resolution services for known issues, and suggests workarounds to maintain a regular flow of business;
• Early recognition of major systems failures via an 8:00 AM shift, and reporting any failures to the proper supporting team for resolution prior to the 8:30 AM GN start time;
• Using Active Directory to manage accounts, profiles, and policies.

Donna Cona is committed to a diverse, equitable and inclusive workplace. We are an equal opportunity employer. We don’t discriminate on the basis of gender, gender identity, sexual orientation, race, national origin, disability, age or any other protected status. We are committed to maintaining a barrier free recruitment process by providing equal employment opportunities through recruiting and retention of individuals.