IT Help Desk Administrator

Glynlyon, Inc. is a dynamic, growing, educational software company seeking a motivated and tech savvy individual to join our IT team!

Position Description:

The Help Desk Administrator will provide end-user support and provide customer service on company supported computer applications and platforms. Troubleshoot and resolve problems. Work on special projects and related tasks.

Main Job Tasks and Responsibilities:

• Serving as the primary help desk person to answer help desk calls and enter incident tickets into the help desk software.

• Using remote access to assist callers with desktop, laptop, printers, cell phones or any other computer or mobile device.

• Respond to requests through assigned ticketing system or supervisor directive for support assistance in person, via phone, and/or electronically

• Diagnose, configure and resolve technical hardware and software issues

• Research questions using available information resources including collaboration with fellow team members

• Advise user on appropriate action and provide problem resolution and follow-up

• Follow standard help desk procedures

• Log and update all support related issues in helpdesk ticketing system

• Administer and support the help desk software standards, processes and knowledge updates

• Update, track and maintain equipment in asset inventory tracking system

• Redirect escalated problems to appropriate resources as deemed necessary

• Identify and escalate situations appropriately requiring urgent critical attention

• Track and route problems and requests accordingly and document resolutions

• Prepare activity reports as instructed

• Stay current with system information, changes and updates

• Work directly with preferred vendors on support related issues

• Assist in the co-ordination of the movement of equipment

Education and Experience:

• Minimum High school diploma and 1 year experience managing a combination of similar services which will assist with establishing a basis for success.

• A+ or MCP equivalent.

Key Competencies:

• Oral and written communication skills

• Learning skills

• Customer service orientation

• Problem analysis

• Problem-solving

• Adaptability

• Planning and organizing

• Attention to detail

• Stress tolerance

Required Skills:

• Strong Windows XP and Win7 operating systems experience

• Strong Windows Office Suit 2003/2007 experience

• Strong Dell Desktop PC and Laptop hardware experience

• Strong network printer and fax experience

• Available for on-call support

• Windows Deployment to Desktop experience

Preferred Skills:

• Cisco VoIP phone or related VoIP experience

• Apple hardware and OS X experience

• Active Directory experience

Glynlyon offers a full benefit package including medical, dental, life and vision insurance in addition to a 401(K) with employer matching contributions.

Equal Opportunity Employer