IT Administrator

IT Administrator with a focus on help desk support, which plays a crucial role in maintaining the organization’s IT infrastructure and ensuring seamless technical operations. The primary responsibility will be to provide exceptional customer service by assisting employees with their technical queries, troubleshooting issues, and resolving hardware and software problems. Be a tech-savvy problem solver with excellent communication skills.

Responsibilities:

Help Desk Support:

• First Point of Contact: Serve as the initial point of contact for employees seeking technical assistance over the phone, email, or in person.
• Remote Troubleshooting: Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Solution Determination: Determine the best solution based on the issue and details provided by employees.
• Problem-Solving: Walk employees through the problem-solving process.
  -Escalation: Direct unresolved issues to the next level of support personnel.

Ticket Management:

• Manage and prioritize support tickets efficiently.
• Maintain the help desk ticketing system.
• Manage and prioritize scheduled activities.

User Training:

• Train end-users on new software and hardware systems when necessary.

Hardware and Software Maintenance:

• Assist in maintaining and updating our hardware and software systems.
• Implement IT Policies and Procedures:
• Enforce established IT policies and procedures within the organization.

Requirements and Qualifications:

• Education: Bachelor’s degree in computer science or a related field or at least five years of experience in IT administration and Help Desk role
• Experience: Proven experience in providing technical assistance and support to customers and employees.
• Familiarity with Windows operating systems, such as workstations and servers.

Documentation and Communication:

• Record Keeping: Maintain accurate records of system configurations, licenses, and network diagrams.
• Feedback and Improvements: Pass on any employee feedback or suggestions to the appropriate internal team.
• Process Enhancement: Identify and propose possible improvements to procedures.

Skills:

• Ability to diagnose and solve problems efficiently.
• Strong communication skills to explain technical concepts to non-technical individuals.
• Customer service-oriented mindset and a desire to help others.

Communication Skills:

• Proficiency in English with excellent communication skills.
• Customer-oriented approach and the ability to remain cool-tempered.