Systems Administrator - IT Service Desk

Systems Administrator - IT Service Desk

 

ResponsibilitiesField incoming help requests from end users via both telephone and e-mail in a courteous manner.Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.Build rapport and elicit problem details from Service Desk customers.Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Apply diagnostic utilities to aid in troubleshooting.Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.Identify and learn appropriate software and hardware used and supported by the organization.Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.Install anti-virus software.Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.Test fixes to ensure problem has been adequately resolved.Perform post-resolution follow-ups to help requests.Evaluate documented resolutions and analyze trends for ways to prevent future problems.Develop help sheets and frequently asked questions lists for end users.Candidate will be expected to support a development team.Provide After-Hours Support via Pager as requiredTravel to NY Office required - 1-2 days per month average.

 

Position RequirementsExtensive application support experience with MS Office, MS Outlook.Exceptional written and oral communication skills.Knowledge of computer hardware including laptops, desktops and Intel servers.Experience with desktop and server operating systems, including Windows XP, 2000 and 2003 Experience supporting VPN and Wireless technology.Experience supporting Active Directory and MS Exchange Server Experience supporting VPN and Wireless technology.Experience supporting database technologies, specifically Oracle, Sybase and MS SQL server an asset.Experience deploying and configuring MS Visual Studio application development environments and asset.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Strong documentation skills.Ability to conduct research into a wide range of computing issues as required.Ability to absorb and retain information quickly.Ability to present ideas in user-friendly language.Highly self motivated and directed.Keen attention to detail.Proven analytical and problem-solving abilities.Ability to effectively prioritize and execute tasks in a high-pressure environment.Exceptional customer service orientation.Experience working in a team-oriented, collaborative environment.