Help Desk Administrator (Contract to Possible Hire) - Nitel

Nitel is a leading Managed Service Provider specializing in secure, flexible Network-as-a-Service (NaaS). Our software-driven approach empowers businesses with cutting-edge network architectures, optimizing performance and security. We value collaboration and thrive in a fast-paced environment where open communication is key. Join us!

the position

This is a six-month contract to possible hire role, and you will work onsite at Nitel’s River North HQ at least three days each week.

You are a highly motivated Help Desk Administrator that provides exceptional technical support to our staff in the Chicago office and remotely. You will be the first line of defense for troubleshooting and resolving a wide range of software and hardware issues. You possess a strong working knowledge of various technologies and a commitment to delivering prompt and professional service.

your playbook

• Provide onsite support for the base technology needs of the Chicago office
• Troubleshoot and resolve software/hardware technical issues in a timely fashion and in a professional manner
• Administer, configure, and troubleshoot issues with user accounts and access (AD, O365, MS365, Azure, Intune, Salesforce, SharePoint, Box, etc.)
• Administer, configure, and troubleshoot hardware/software issues with end-user devices
• Administer, configure, and manage Security and Distribution Groups
• Manage network-based office multifunctional and single functional printers
• Support the local and remote workforce
• Support end-users with mobile device communications

skills you bring to the field

• Bachelor’s degree in computer science, software engineering, or a related field.
• A minimum of 2 years of experience in a Help Desk or similar technical support role.
• Understand process mapping and have the vision to identify improvement opportunities
• Experience with onboarding and offboarding user (user and device prep)
• Experience with phone systems (PBX and VoIP – soft and hard phones)
• Experience with the following Microsoft technologies and platforms: O365, Active Directory, AZURE, MS Server roles, SharePoint, etc.
• Experience with MFA
• Experience with adhering to and evolving with Cybersecurity initiatives
• Demonstrated experience administering, configuring, and managing virtual devices
• Demonstrated aptitude in root cause isolation: Hardware v. software / Hardware v. firmware / Network v. application / Patterned vs. non-repeatable problems
• In depth knowledge and experience with video conferencing
• Experience with asset management
• Experience with cybersecurity layers and how they interact with each other
• Have a high comfort level with supporting local and remote workforce
• Experience using a helpdesk system and SLA-compliance reporting
• Experience configuring and using JIRA Helpdesk, preferred
• Salesforce experience, preferred
• Scripting experience, preferred
• Backup monitoring and administration experience, preferred

our rally cry

• Put Customers First
• Think as an Owner
• Win as a Team
• Act with Integrity
• Be Better Every Day