Help Desk Administrator — Fast-Paced IT Support

Safeware, Inc.; Lanham (MD); Hybrid; USD 42,000 - 62,000; Full time

Job summary

Safeware, Inc. is seeking a Help Desk Administrator to provide first level user support and customer service on company-supported computer applications and platforms.

The role reports on site in Lanham, MD or Richmond, VA, with the opportunity to engage in a range of IT-related tasks including troubleshooting, documentation updates, and inventory management. The ideal candidate has 2+ years of experience, a focus on customer service, and the ability to work in a fast-paced environment, including

Qualifications

• Bachelor's degree preferred.
• 2+ years of experience.
• Working knowledge of help desk software, databases, and remote control.
• Troubleshooting experience and strong problem-solving skills.
• Ability to work in a fast-paced, multi-task environment.
• Must be able to manage multiple projects and communicate status regularly.
• Occasional travel to company offices may be required.

Responsibilities

• Responds to requests for technical assistance in person, via phone, chat or email.
• Diagnose and resolve technical hardware and software issues.
• Advise user on appropriate action, may need to research questions using available information resources.
• Follow up with customers and users to ensure complete resolution of issues.
• Identify and elevate situations requiring urgent attention, redirect problems to correct resource, track and route problems and requests and document resolutions.
• Help update training manuals for new and revised software and hardware, stay current with system information, changes and updates, train computer users as necessary.
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Install, modify, and repair computer hardware and software.
• Manage IT-related inventory.
• Analyze and identify trends in issue reporting on the ticket queues; suggest preventive solutions.
• Other duties as assigned.

Skills

Customer service

Troubleshooting

Communication

Multi-tasking

Team player

Education

Bachelor's degree preferred

Tools

Help desk software

Remote control

Job description

Safeware, Inc. is seeking a Help Desk Administrator to provide first level user support and customer service on company-supported computer applications and platforms.

The role reports on site in Lanham, MD or Richmond, VA, with the opportunity to engage in a range of IT-related tasks including troubleshooting, documentation updates, and inventory management. The ideal candidate has 2+ years of experience, a focus on customer service, and the ability to work in a fast-paced environment, including