Help Desk Administrator - Applied Minds, LLC

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