Help Desk Administrator

Goodwill of North Georgia; Decatur (GA); In loco; USD 42.000 - 52.000; Tempo pieno

Descrizione del lavoro

Goodwill of North Georgia is seeking a Helpdesk Administrator to act as the initial IT contact, delivering remote and phone support while upholding IT SLA practices. You will document all issues in the ticketing system, escalate complex problems, and assist with device onboarding and license management.

Ideal candidates will have a GED or high school diploma, an A+ certification (or 1 year of related experience), and strong customer service and teamwork skills.

Competenze

• GED/High School Diploma required.
• A+ certification and/or 1 year of experience in computer trouble shooting preferred.
• At least 1 year of experience in a helpdesk or call center with ticketing systems preferred.
• Strong ability to troubleshoot PC issues including printing and network connectivity remotely.
• Knowledge of assigning Microsoft 365 licenses preferred.
• Excellent written and verbal communication skills.
• Ability to work in a team environment and in interruption-driven settings.

Mansioni

• Serve as the first point of contact for end users and IT department.
• Provide technical support via phone, email, chat, and remote tools.
• Achieve first-contact resolution when possible; escalate when needed.
• Document all end-user issues and requests in the ticketing system.
• Assist with device onboarding and IT asset tracking; manage user accounts and licenses.
• Support laptops, desktops, tablets, and POS devices.
• Follow IT SLA guidelines and communicate updates to users.

Conoscenze

Customer service

Communication

Teamwork

Self-motivated

Formazione

GED/High School Diploma

A+ Certification

Strumenti

Ticketing system

Remote support tools

Microsoft 365 licensing

Descrizione del lavoro

Description

Serves as the first point of contact for the IT department and provides quality customer service to end users. The Helpdesk administrator is responsible for meeting IT SLA guidelines for end user contact and issue resolution. Escalates unresolved issues to next level support if first-contact remote support, over the phone or other methods, was not successful. Serves as liaison between the end user and the IT department with the main focus on customer satisfaction and timely issue resolution. This position is responsible for documentation of all end user issues and request in the ticketing system.

Essential Functions

(Other duties and responsibilities may be added at the company's discretion)

• Responsible for, but not limited to, Level I support with Laptops, Desktops, tablets, and POS Devices.
• Provide technical support via phone, emails, chat, and remote tools.
• Providing first contact resolution if possible, then escalating to the next level if necessary.
• Follow up and communication with end users to ensure satisfactory response, updates and resolution.
• Responsible for receiving equipment orders and inventorying all received items within 24-hours.
• Responsible for device on-boarding to the device management platform.
• Responsible for new account creations and closures, password resets, access to printers and phone system.
• Responsible for IT Asset tracking of loaner equipment.
• Coordinate delivery and return of IT equipment to and from end users.
• Provide instructions on equipment and procedures to end users.
• Creates end user instruction and solution documentation.

• Responsible for meeting IT SLA's for customer service, contacts and resolutions.

Job Requirements and Qualifications

• GED/High School Diploma.
• A+ certification and/or 1 year of experience computer trouble shooting
• At least 1 year experience within a helpdesk or call center environment that includes using ticketing system software, preferred.
• Proven ability to troubleshoot PC issues including printing and network connectivity issues remotely.
• Knowledge of assigning Microsoft 365 licenses, preferred.
• Excellent written and verbal communication skills
• Ability to work in a team environment
• Ability to work in an interruption-driven environment
• Self-motivated and ability to work with minimal supervision
• Strong customer service skills required

Other Information

• The ability to push, pull, lift, up to 40lbs. with or without accommodations
• Must be able to stand and or walk for extended periods of time
• The ability to bend, reach and grasp throughout the work day

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.

For further information, please review the Know Your Rights notice from the Department of Labor.