Abrar Admin

Contour Data Solutions

<div>Senior Level 1 Help Desk Admin - End User Support
Job Location: LA Area- Customer Site
Full time position
Experience- 5+ years
Salary: 60-80k
Job Description:
Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Level 1 Operations Team is responsible for supporting our client's end users supporting hardware, software/applications, printer, phones etc. Position requires an experienced, highly motivated Help Desk Admin with a minimum of one to three years' experience in Help Desk Support.
Major Responsibilities<ul><li>
5+ years of experience with IT helpdesk or support position.</li><li>
Ability to manage ticket queue
</li><li>First line of support to clients regarding software, hardware and systems.
</li><li>Respond to end customer issues through phone, email, remote-in software, and computer chat.</li><li>
Knows the Ins and Outs of a Network, Servers and Windows PC (HardwareOperating System)</li><li>
Have an understanding of an IP network, including switches/firewalls and how to troubleshoot different issues.</li><li>
Able to self-manage and hold themselves accountable.</li><li>
Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution.</li><li>
Enjoy people and care to develop strong relationships with clients.</li><li>
Be an optimist at heart.</li><li>
Resolves problem situations in a professional manner.</li><li>
Experience with iPhone/iPad/Android.</li><li>
Experience supporting phone systems from Microsoft Teams
</li><li>Experience with Apple computers in a networked environment.</li><li>
Nable RMM (remote management of computers).</li><li>
Experience supporting printers/copiers in a networked environment.</li><li>
Basic knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management.</li><li>
Support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc.</li></ul>
The Job:<ul><li>
Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems</li><li>
Invokes problem escalation procedures to coordinate recovery</li><li>
Isolates problem trends and ensures that troubleshooting efforts are completed</li><li>
Solves problems and makes decisions on a daily basis to help resolve issues</li><li>
Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department.
</li><li>Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service</li><li>
Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service</li><li>
Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service.</li><li>
Learn the ins and outs of our clients' unique work environments.</li><li>
Work to quickly resolving incidents submitted by our clients.</li><li>
Monitor alerts generated by our tools to resolve incidents before our clients are even aware.</li><li>
Enter all work as service tickets and time as it occurs.</li><li>
Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc.</li><li>
Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp.</li><li>
IT environment documentation to include system reviews and recommendations.</li><li>
Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages.</li><li>
Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning.</li><li>
Create technical documentation when needed</li><li>
Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components.</li><li>
Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must!</li></ul>
Must Have qualifications
<ul><li>Working knowledge of Windows server administration
</li><li>Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified.</li><li>
Technical, analytical, interpersonal and organization skills required</li><li>
Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction</li><li>
Able to take ownership of and troubleshoot a broad variety of system problems</li><li>
Ability to work well with others, as well as independently. Attention to detail.</li><li>
Position requires on-call support including planned and unplanned responses to a 24x7 environment.</li></ul>
Bonus<ul><li>
Microsoft Certifications</li><li>
Working knowledge of ITIL principals and procedures.</li></ul>
Non-skill requirements:<ul><li>
Pass a background check.</li><li>
Able and willing to lift 50+ lbs of equipment.</li><li>
Be legal US citizen or have a USA work permit</li><li>
Reliable transportation</li><li>
Ability to work from home and/or customer site</li></ul></div>

Senior Level One Help Desk Admin- End User Support

Join Contour Data Solutions and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Contour Data Solutions

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Senior Level One Help Desk Admin- End User Support