Desktop Support Administrator

The Desktop Administrator will perform second level IT support and incident resolution for K-12 staff and faculty. The analyst is responsible for getting users back to work quickly and receiving escalated incidents from a lower tier of support for appropriate remediation. Duties are focused on escalation support, efficiency, effectiveness, reviewing and perfecting knowledge, and assuring prescribed procedures are followed methodically. Excellent customer care and a team mentality are essential to success in this position. The analyst will work with end users through email and telephone, and work escalated incidents deskside. The Administrator will oversee the support of staff and faculty. The successful analyst will maintain focus on continual service improvement, career development, and learning.
General Requirements:

• Associates Degree required, Bachelor’s Degree preferred or equivalent experience
• 2 years’ experience working in a service desk or NOC
• 1 year experience providing deskside support to K-12 staff and faculty
• 1-2 years supporting Apple products
• CompTIA, Microsoft certifications, HDI certification, ITIL Foundation certification, previous experience in the industry, or college degree in IT preferred
• Experience working as a customer service representative or help desk analyst is a plus.
• A+ and Network+
• Previous experience with N-Able, PRTG and/or other RMM solutions is a plus.

 
 
Core Responsibilities:

• Responsible for providing escalated support to K-12 staff and faculty, via telephone, email, remote control and deskside in-person visits to address issues.
• Reviewing knowledge to assure escalated incidents have proper documentation.
• Enable Tier 1 by assuring knowledge transfer and mentoring.
• Assisting to meet team goals for speed of answer, response to alerts and emails.
• Working within many different industries and software to resolve technical issues for end users.
• Performing technical support for devices, PCs and Macs.
• Mentoring Tier 1 to quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
• Logging tickets in an ITSM ticketing system.
• Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
• Communicate with end users via telephone and email.
• Quickly and appropriately diagnose when an incident should be escalated to a higher tier of support.
• Monitor and respond appropriately to alerts.
• Communicate effectively via oral and written capability.
• Excellent customer relations and interpersonal skills.
• Use of a knowledgebase to perform consistent fixes as per designated procedure and to capture new knowledge.
• Personable, honest & hard-working individual, who can work on a team and independently.
• Must have strong verbal communication skills.
• Communicate effectively via oral and written capability.
• Must be able to accurately document and report on assigned tasks.
• Maintaining a positive, service-oriented attitude.
• Excellent customer relations and interpersonal skills.
• Shift work as well as Evenings/weekends/holiday may be required
• Ongoing learning and training.

 
Qualifications:

• Must be able to submit and successfully obtain all relevant clearances (Criminal Background, Child Abuse, Act 33/34, etc)
• Ability to troubleshoot and diagnose desktop computer, tablet and periphery (e.g., cables, terminals, keyboards, etc.), classroom and auditorium AV and possess good mechanical/electrical ability. Able to identify source of equipment malfunctions.
• Ability to support basic networking including wireless access
• Ability to support through experience, or quickly learn education space applications
• Ability to communicate orally with technical and non-technical personnel; able to follow oral and written instructions; and possess the ability to read and interpret documents such as operating, maintenance instructions, and procedure manuals. Ability to correspond professionally with users via phone and email.
• Must be able to think logically and analytically and make decisions based on good judgment.
• Must be able to consistently follow documented procedures for incident resolution.
• Must be able to lead lower tiers of support.