Service Desk Administrator

• Install, configure, troubleshoot and support all ELS employee hardware and software including windows-based desktops, laptops, tablets, smartphones, projectors, telecom handsets, headsets and A/V equipment. 

• Gather requirements and perform set up of workstations for equipment refreshes and on/off-boarding requests. 

• Deliver basic instructions and training for all supported applications and hardware. 

• Administer user accounts through Active Directory and O365, as well as other proprietary applications for all on/off-boarding and position change requests. 

• Provide Level I and Level II desktop and peripheral equipment support (e.g., printers, monitors, local area networks, scanners, fax machines, etc.) to remote end users. 

• Ensure timely resolution of requests: initiate service calls; prioritize and handle tickets from open through close; research technical issues; escalate issues; document resolutions; and prepare service history reports. 

• Function as a liaison from the IT department to end users at property locations. 

• Participate in the refinement and execution of IT and team initiatives. 

• Work closely with other IT teams to resolve incidents as needed. 

• Provide updates and status briefings and maintain a log of support calls and activities. 

• Create Knowledge Base articles to document problems and solutions. 

• Maintain a professional and patient demeanor and provide exceptional customer service. 

• Participate in evening and weekend shifts, as well as on-call shifts, on a rotating basis. 

Experience & skills you need:

• Bachelor’s degree in Information Technology, or a related field, or an equivalent combination or education and experience. 

• A+ Certification and/or ITIL v3 Foundations experience or certification preferred. 

• One to two years of support experience and a solid working knowledge of the following: basic user and security group administration through Active Directory; Desktop Windows Operation Systems (e.g., Win7, Win10) and MacOS; Data, Data Networking, Telephony and voice transmission concepts; MS Office 2007 Suite; and OS X and iOS. 

• Experience with a trouble ticket system, including entering tickets, distributing them to Level 2 and Level 3 support personnel and ensuring that they’re resolved in a timely and complete manner. 

• Exceptional customer service and problem-solving skills. 

• Ability to provide limited technical and IMAC support for computer hardware, software and operating systems, printers, PDAs, telecommunications equipment and circuits. 

• Working knowledge of the following: basic Windows operating system configurations, including domain registration, basic networking and printer configurations and network drive mapping. 

• Knowledge of Microsoft Software, Avaya, firewall software and virtual private networking; familiarity with Lucent Partner Systems preferred. 

• Meticulous attention to detail and the ability to meet deadlines and drive projects to completion. 

• Ability to travel sometimes with short notice.