Job Description

We seek a highly committed and skilled technician who loves serving customers as much as you love supporting personal computers, applications, systems and peripherals. The ability to multi-task on a wide array of issues with employees at all levels is key to your success. If you have skills like those listed below, we want to hear from you!IT ServiceDesk Administrator xe2x80x93 Self-directed, action-oriented thinker and problem-solver. Experiencing working as part of a Global front-line IT ServiceDesk team, problem solver that contributes to the continued success of the company and Information Technology team. In addition to the regular expectations of technology support, the IT ServiceDesk Administrator will act as a liaison to other technology functions and assure that the IT service desk ticket queue is managed in a timely and accurate manner. You will act as the initial escalation point for ServiceDesk technicians and assist team managers with developing and evaluating current and future ServiceDesk initiatives. IT ServiceDesk Admin will assist in coordinating end user-related projects and actively communicate areas of need, urgency, or other pertinent data in a timely manner.Responsibilities:

• Proven abilities in PC and Mac configuration and troubleshooting including operating systems and common applications
• Support including but not limited to Tier 1 and 2 support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
• Manage asset disposal and track hardware via ITAM processes.
• Provide on-site and remote client support
• Inventory Asset Management assist with procurement and tech refresh
• Create, maintain, and delete user accounts from various systems
• Maintain, support, develop, and assist in process strategies
• Maintain current desktops/laptops via push updates
• Act as initial contact for issue escalation
• Partner effectively with other IT members in remote sites
• Laser focus on service excellence

Required Qualifications:

• Strong, customer and team focus
• Willingness to participate on tasks at all levels including, but not limited to desktop builds, deploys, and inventory control; user account building and maintenance; software tracking and deployment; remote user assistance; virus and malware diagnostics and cleaning; documentation; project planning; and asset tracking, hardware recycling
• Minimum 2 years Windows (Windows, AD, Office, etc.) and Mac (OSX, iOS, Macbook, Apple TV) support experience in a fast paced, results oriented corporate environment.
• Experience with Lenovo and Mac hardware, iPhone, Android, Tablets, Mac laptops and desktops
• Experience with Microsoft Office 365
• Experience in Active Directory environments including account management and permissions.
• Experience in supporting end user related network connectivity (switch, jack connections, cabling, etc.) and network and security principles.
• Strong organizational and time-management skills; project management experience.
• Applicable certifications suggested (i.e. MCP, A+, Network+)
• Strong interpersonal and communication skills
• Strong troubleshooting skills
• Experience with PC hardware repair
• Clear and adaptable written and verbal communication skills required
• Flexible work habits, ability to prioritize planned and unplanned customer needs
• Analytical troubleshooting skills
• Ability to build rapport and elicit problem details from internal customers
• High energy approach to work, yet ability to stay calm under pressure
• Special consideration given to candidates with IT asset management (ITAM) experience and a desire to be involved in helping to manage our asset management process.

Strong consideration given to those candidates who additionally possess the following:

• BS in CS, CIS or equivalent college degree
• Industry standard certifications from, Microsoft, Apple, ITIL, or equivalent
• Experience ServiceNow

This includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the at any time, and to require the employee to perform functions in addition to those listed above.

Newfold Digital