Level 1/2 Help Desk Admin End User Support (Wednesday-Sunday)

Contour Data Solutions; Philadelphia (Philadelphia County); Remote; USD 55,000 - 65,000; Full time

Job summary

An innovative firm is seeking a dedicated Level 1/2 Help Desk Admin to join its dynamic technology team. This role offers the opportunity to make a significant impact by providing essential support to end users in a fast-paced environment. You will be responsible for troubleshooting hardware and software issues, managing client relationships, and ensuring smooth operations across various systems. If you have a passion for technology and a commitment to client satisfaction, this position is perfect for you. Join a team that values flexibility, teamwork, and excellence in service delivery, and take your career to the next level.

Benefits

Flexible working hours

Remote work options

Professional development opportunities

Health insurance

Paid time off

Team-building events

Qualifications

• 5+ years of experience in IT helpdesk or support roles.
• Strong knowledge of Windows server administration and troubleshooting.
• Ability to communicate technical issues effectively to clients.

Responsibilities

• Provide first line support for hardware and software issues.
• Monitor ticket database for timely resolution of problems.
• Build strong relationships with clients to enhance satisfaction.

Skills

Help Desk Support

Windows Server Administration

Troubleshooting

Technical Communication

Client Relationship Management

Network Knowledge

Microsoft Teams Support

Remote Management (Nable RMM)

Active Directory

ITIL Principles

Education

Bachelor's Degree in IT or related field

Microsoft Certifications

Tools

Remote Desktop Software

Ticketing Systems

VPN Solutions

Job description

Level 1/2 Help Desk Admin - End User Support

Job Location: Philadelphia, PA (remote possible)

Full time position- Wednesday-Sunday Shift

Experience: 5+ years

Salary: $55,000 - $65,000

Job Description:

Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast-paced environment. The position is part of a technology team responsible for internal and customer-facing solutions hosted in our enterprise-class data centers. The Level 1 Operations Team supports our client's end users with hardware, software/applications, printers, phones, etc. The position requires an experienced, highly motivated Help Desk Admin with a minimum of five years' experience in Help Desk Support.

Major Responsibilities:

• 5+ years of experience with IT helpdesk or support position.
• First line of support to clients regarding software, hardware, and systems.
• Respond to end customer issues through phone, email, remote-in software, and computer chat.
• Know the ins and outs of a network, servers, and Windows PC (hardware & operating system).
• Have an understanding of an IP network, including switches/firewalls, and how to troubleshoot different issues.
• Able to self-manage and hold themselves accountable.
• Can translate technical problems to the end user in a way that allows them to understand the problem and solution.
• Enjoy people and care to develop strong relationships with clients.
• Be an optimist at heart.
• Resolve problem situations in a professional manner.
• Experience with iPhone/iPad/Android.
• Experience supporting phone systems from Microsoft Teams.
• Experience with Apple computers in a networked environment.
• Nable RMM (remote management of computers).
• Experience supporting printers/copiers in a networked environment.
• Basic knowledge of Windows server environment including Active Directory, DHCP, DNS, services, event logs, Line of Business application installations and management.
• Support for Microsoft-related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.

The Job:

• Monitor ticket database and monitoring platform and follow up with assigned personnel to ensure timely resolution of problems.
• Invoke problem escalation procedures to coordinate recovery.
• Isolate problem trends and ensure that troubleshooting efforts are completed.
• Resolve problems and make decisions daily to help resolve issues.
• Interface with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
• Accurately communicate pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Perform duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service.
• 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.
• Quickly resolve incidents submitted by our clients.
• Monitor alerts generated by our tools to resolve incidents before our clients are 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.
• Implement and support remote access solutions: VPN, Remote Desktop, RemoteApp.
• Document IT environment to include system reviews and recommendations.
• Communicate with customers: keep them informed of incident progress, notify them of impending changes or agreed outages.
• Understand server administration, troubleshooting, capacity planning, and disaster recovery planning.
• Create technical documentation when needed.
• Work closely with multiple constituents including customer solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.
• Support Level 2/3 Engineers as needed; we are a team and supporting those around us is essential!

Must Have Qualifications:

• Working knowledge of Windows server administration.
• Proficient at using all available resources for troubleshooting and problem-solving; ability to quickly and clearly diagnose and communicate problems and ensure resolution.
• Technical, analytical, interpersonal, and organizational 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.

Bonus:

• Microsoft Certifications.
• Working knowledge of ITIL principles and procedures.

Non-skill Requirements:

• Pass a background check.
• Able and willing to lift 50+ lbs of equipment.
• Be a legal US citizen or have a USA work permit.
• Have reliable transportation to get to and from the office and to client locations.