Overview:
We are seeking an on-premise Help Desk Administrator to provide IT help desk support and administration to Applied Minds employees and infrastructure, including monitoring and managing incoming help desk requests, maintaining inventory, setting up new users, maintaining network equipment, printers, conference room technology, and assisting the IT team with projects as needed.
We support users across many time zones, ensuring reliable business communications and system uptime.
Responsibilities:
Support IT inventory, ordering, installation and deployment to end-user environments
Inventory: Organize and maintain IT inventory and conference room equipment
Hardware: Deploy, upgrade and repair laptops and desktops for Windows and macOS
Support VOIP phones, video devices and printers/copiers
Mobile devices: Prep and troubleshoot iOS and Android devices
Software: Application installation and troubleshooting, anti-virus, email and mobile device security tools, password managers, MFA, VPNAssist with user/device onboarding and offboarding
Proactively identify user needs, resolve technical issues, and provide appropriate user training
Direct unresolved issues to next-level personnel
Walk end-users step-by-step through problem-solving processes; follow up to ensure satisfactory service
Monitor system use, performance, device capacities and backups
Provide clear written and verbal communication, including spreadsheets, reports and procedural documentation
Support and administer Microsoft 365 apps, email, calendar, Teams
Assist with security badge printing and assignments
Maintain and assist with video-teleconference and AV systems, and meeting room presentations
Assist with wired and wireless network connectivity troubleshooting using common tools and utilities
Use Active Directory to manage user accounts, groups and permissions for multiple systems
Use help desk ticket platform to track requests
Vigilantly uphold cybersecurity best practices
Share on-call and other duties as assigned
Qualifications:
5+ years IT experience, preferably help desk, in a mixed computing environment for medium sized companies with increasing complexity, supporting on-prem and remote users and systems
Degree in Computer Science, Information Technology, or related field or equivalent experience with comprehensive knowledge of computer systems
Excellent problem-solving and analytical skills
Patient, friendly demeanor with good follow through.
Experience working independently and on group projects
The ability to break down technological processes and deliver clear, step-by-step instructions
Demonstrated flexibility, able to quickly adjust to changing priorities with good business judgement
Understanding of networking fundamentals: VPN, firewalls, routing, and switching
Understands fundamentals of fileservers, databases, SaaS, file transfer and cloud tools
Experience deploying and troubleshooting Windows and macOS systems
Experience deploying and troubleshooting Android and iOS devices
Experience working with Active Directory, Group Policy, and Windows Server
Experience working with Microsoft 365 Enterprise tools
Ability to lift/carry/climb to service and organize computer hardware, misc.
supplies
Familiarity with Adobe and Autodesk design applications is helpful
Eager to learn and discuss new technologies
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