Desktop Support Administrator | Managed Health Care Associates, Inc. Florham Park, New Jersey

Job Details:
Job Purpose:
The Service Desk Administrator performs desktop and server support by analyzing and creating solutions for internal clients. The Service Desk Administrator will troubleshoot first line systems issues for our company wide end user client base. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. The incumbent will use diagnostic and help request tracking tools while providing “hands-on” help at the desktop level. He/she must feel comfortable handling complex end user support issues, as well as, the ability to handle escalated tickets from team members when needed. The Service Desk Administrator will take proactive steps to reduce ticket escalations by adapting to new trends, and changes in customer support requirements. He/she will work with Staff and IT Management to determine best practices and provide excellent quality service.
Essential Duties & Responsibilities:
*.Fields incoming help request from end users via telephone and e-mail in a courteous manner
*.Creates tickets for every “technical” related issue (provide ticket number to end user)
*.Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
*.Builds rapport and elicit problem details from end users
*.Troubleshoots various client technical issues
*.Prioritizes issues and escalates them accordingly
*.Records, tracks, and documents the problem-solving process for each ticket, including all successful and unsuccessful steps taken through final resolution
*.Applies diagnostic utilities to aid in troubleshooting
*.Accesses software updates, drivers and knowledge bases on the Internet to aid in problem resolution
*.Identifies and learns appropriate software and hardware used and supported by MHA
*.Provide New Hire IT Training and mentoring as needed
*.Completes all user on/off boarding
*.Creates & maintains and deploys images to all workstations/laptops/surfaces
*.Maintains accurate inventory
*.Manage Shoretel Sky VOIP Environment (Adds/Deletes)
*.Supports & manages all corporate/BYOD iPhones via AirWatch
*.Support all Ricoh MF Machines throughout all offices
*.Performs hands-on fixes at the desktop level, including:
*.Installing and upgrading software
*.Installing hardware
*.Implementing file backups
*.Perform post resolution follow-ups to help requests
*.Evaluates documented resolutions and analyzes trends for ways to prevent future problems
*.Performs other duties as assigned
*.Handles escalated tickets
Minimum Qualifications & Competencies:
*.College diploma or University degree in the field of Computer Science or equivalent field and/or 2 + years of work experience.
*.3+ Years working in a Support/Service/Help Desk Role..
..More Details» [Apply]

No comments: