System Administrator

The Helpdesk Support Specialist is responsible for handling first level support of service requests in a professional and timely manner. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

┬╖ Desktop operating system maintenance, troubleshooting, and diagnosis

┬╖ Desktop connectivity troubleshooting

┬╖ Application installation and support

┬╖ Printer installation and support

┬╖ Client VPN installation and support

┬╖ Microsoft Office Suite support

┬╖ AD user account management

┬╖ Office 365/Exchange user account management

┬╖ Desktop antimalware administration and resolution

┬╖ IT Support relating to technical issues involving MicrosoftΓÇÖs core business applications and operating systems.

┬╖ Monitor the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets.

┬╖ System documentation maintenance and review in ConnectWise.

. Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.

Additional Duties and Responsibilities:

┬╖ Improve customer service, perception, and satisfaction.

┬╖ Fast turnaround of customer requests.

┬╖ Ability to work in a team and communicate effectively.

┬╖ Work with the Service Desk Dispatcher to ensure requests are routed to the proper resource in order to be resolved quickly and efficiently.

┬╖ Escalate service requests that require engineer level support.

┬╖ Responsible for entering time and expenses in ConnectWise as they occur.

┬╖ Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.

. Enter all work as service tickets in ConnectWise.