IT Helpdesk Administrator

JOB DESCRIPTION

Employee: IT Helpdesk Administrator

FLSA Status: Non-Exempt/Bonus Eligible

Reports To: IT Manager

Department: IT & Digital Services

Job Purpose:. The IT Helpdesk Administrator is responsible for providing technical support and assistance to end-users regarding computer systems, hardware, software, and network-related issues. This role is critical in ensuring the smooth operation of IT services and involves troubleshooting, diagnosing, and resolving technical issues promptly. The ideal candidate will have strong communication skills, a customer-focused mindset, and a solid foundation in IT systems and support practices.

Essential Duties And Responsibilities

• Serve as the first point of contact for users seeking technical assistance via phone, email, or in-person (national and international support is included)
• Monitor and manage the helpdesk ticketing system, ensuring timely resolution of requests.
• Install, configure, and troubleshoot hardware, software, printers, and other peripherals.
• Support onboarding and offboarding processes for employees (e.g., account creation, equipment setup).
• Maintain accurate documentation of issues, resolutions, and processes.
• Assist with IT inventory management, including tracking and deploying hardware assets.
• Participate in ongoing IT projects and initiatives.
• Ensure compliance with IT policies and procedures.

Language Skills

Ability to read, analyze, and interpret common technical journals and legal documents

Qualifications

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 1–3 years of experience in an IT helpdesk or technical support role.
• Strong knowledge of Windows and iOS operating systems.
• Excellent problem-solving and customer service skills.
• Strong written and verbal communication abilities.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications

• Knowledge of ITIL practices and service desk operations.
• Experience with remote support tools (e.g., TeamViewer, Ivanti RC viewer).

ADA - CHECKLIST FOR PHYSICAL ACTIVITIES & REQUIREMENTS, VISUAL ACUITY, AND WORKING CONDITIONS OF THE POSITION

Position Title: Helpdesk Administrator Level Department: Info Systems

1. The physical activity of this position. (Please check all blocks that apply)

(x) L. Lifting. Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

(x) M. Fingering. Picking, pinching, typing or otherwise working, primarily with fingers rather than with the whole hand as in handling.

(x) N. Grasping. Applying pressure to an object with the fingers and palm.

(x) O. Feeling. Perceiving attributes of objects, such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.

(x) P. Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.

(x) Q. Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.

(x) R. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.

2. The physical requirements of this position. (Please check only one block)

(x) B. Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

3. The visual acuity requirements including color, depth perception, and field vision. (Please check only one block)

(x) A. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.