Desktop Administrator

Primary Responsibilities:

• Serve as a point of contact for internal employees and high-level executives seeking technical assistance over the phone, via email, chat, and in person.
• Perform remote troubleshooting through diagnostic techniques, remote support tools, and by asking pertinent questions.
• Troubleshooting to find the root cause and the best solution based on the issue and details provided by employees.
• Walk the customer through the problem-solving process.
• Maintain user, computer, and group object in an Active Directory environment.
• Maintain and create resources in Azure and Office 365
• Manage a ticket queue within the parameters of pre-defined SLAs.
• Provide consistent day-to-day service.
• Escalate unresolved issues to the proper team of support personnel.
• Provide accurate information on IT systems, products, and services.
• Keep a detailed record of events and problems, and their resolution, in incident tickets.
• Follow-up and communicate with users throughout the incident resolution process.

• 3+ years of experience in a Desktop Support role
• Working knowledge of the following systems
• Active Directory
• Powershell
• Exchange Online
• Azure AD
• Microsoft InTune/Autopilot
• MS Office App Suite
• Basic Ticket Handling
• iOS
• Android
• Teleconferencing solutions including Microsoft Teams, and other industry standard solutions.
• Excellent written and verbal communication skills are a must.