Client-Facing Help Desk Admin - End-User Support

Contour Data Solutions, LLC; Philadelphia (Philadelphia County); On-site; USD 50,000 - 65,000; Full time

Job summary

Contour Data Solutions, LLC is seeking a Level 1 Help Desk Admin to provide end-user support at client sites. The role covers hardware, software, printers, and phones, with 5+ years of experience and on-site, full-time expectations.

The candidate will handle ticket queues, remote support, and communication with customers while maintaining professional relationships and ensuring quick incident resolution in a 24x7 environment.

Qualifications

• Working knowledge of Windows server administration.
• Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified.
• Technical, analytical, interpersonal and organization skills required.
• Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction.
• Able to take ownership of and troubleshoot a broad variety of system problems.
• Ability to work well with others, as well as independently. Attention to detail.
• Position requires on-call support including planned and unplanned responses to a 24x7 environment.

Responsibilities

• Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems.
• Invokes problem escalation procedures to coordinate recovery.
• Isolates problem trends and ensures that troubleshooting efforts are completed.
• Solves problems and makes decisions on a daily basis to help resolve issues.
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
• Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.
• Learn the ins and outs of our clients' unique work environments.
• Work to quickly resolving incidents submitted by our clients.
• Monitor alerts generated by our tools to resolve incidents before our clients are even aware.
• Enter all work as service tickets and time as it occurs.
• Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.
• Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.
• IT environment documentation to include system reviews and recommendations.
• Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.
• Create technical documentation when needed
• Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.
• Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must!

Skills

Windows Server

Troubleshooting

Communication

Teamwork

Ownership

Attention to detail

On-call support

Tools

Nable RMM

Remote Desktop

VPN

RemoteApp

Active Directory

DHCP

DNS

Microsoft Teams

Job description

Contour Data Solutions, LLC is seeking a Level 1 Help Desk Admin to provide end-user support at client sites. The role covers hardware, software, printers, and phones, with 5+ years of experience and on-site, full-time expectations.

The candidate will handle ticket queues, remote support, and communication with customers while maintaining professional relationships and ensuring quick incident resolution in a 24x7 environment.