HelpDesk Administrator Role .pdf

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Original filename: HelpDesk Administrator Role.pdf
Title: HelpDesk Administrator Role
Author: Yehuda

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Helpdesk  Administrator  (Job  Description)  

Provide  technology  assistance  to  users  in  a  timely  manner  including:  setup,  configuration,  and  
basic  explanation  
Complete  basic  requests  on  first  contact,  and  follow  through  longer  projects  to  completion  
Ensure  workstations,  phones  and  software  function  properly,  and  are  reliable  and  secure  
Ensure  all  new  employees  are  set  up  properly/assist  with  the  on-­‐boarding  process    
Maintain  a  complete  inventory  and  stock  of  all  assets:  hardware,  software,  and  other  property  
Manage  the  procurement  process,  including  researching  computer  configurations  and  prices  
while  providing  timely  delivery  of  assets  
Participate  in  weekly  infrastructure  team  meetings  to  review  help  desk  tickets  accomplished  
and  those  that  are  in  the  queue,  and  to  review  system  performance  and  availability  metrics  and  
analyze  issues  
Minimum  of  3  years  in  an  IT  help  desk  or  technical  support  role  
Extremely  courteous  and  friendly  customer  service  attitude:  a  great  people  person  
Skilled  at  demonstrating  and  explaining  common  software  and  its  use  
Meticulously  thorough,  detail-­‐oriented,  and  careful  work  habits  
Amazing  troubleshooting  skills  and  the  ability  to  find  the  root  cause  behind  any  issue  
Perceptive  of  needs  for  hardware/software/tools/etc.  to  improve  user  experience  and  services  
Ability  to  participate  in  project  planning  and  then  take  personal  ownership  of  your  portion  
Effective  time  management  with  respect  to  deadlines,  priority  changes,  and  interruptions  
Expert-­‐level  knowledge  of  Windows,  Office,  OSX,  desk/cell  phone  configuration,  and  computer  
and  peripheral  equipment,  and  network  configuration  and  troubleshooting  
Experience  administrating  Active  Directory,  printer  and  file  shares,  and  firewall/internet  
Experience  with  IT  purchasing  and  vendor  interaction  
Strong  knowledge  of  Mac  use  and  troubleshooting  
Able  to  lift  up  to  50  pounds  
Availability  for  occasional  weekend  or  off-­‐hours  work  

Preferred  Experience:  
A+  or  MCDST  certification  a  plus  
Linux  Distro’s  –  CentOS  and  Ubuntu  
Network/Server  Monitoring  –  Nagios/Rancid  
Virtualization  Software  –  VMWare/Citrix  Zen/Hyper-­‐V  
Networking  –  HP  and  Cisco  
Scripting  and  automation  
Atlassian  applications  -­‐  Jira,  Confluence,  Crucible  and  GreenHopper  
VoIP  phone  system  use  
Audio/video  equipment,  conference  room  systems  
Network  concepts:  DHCP,  DNS,  TCP/IP,  VPNs,  etc.  
BS  degree  in  Computer  Science  or  Electrical  Engineering  a  plus  



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