Available Shifts:  

Swing shift: Tuesday 4pm -1am, Wednesday & Thursday 10pm -7am and Saturday & Sunday 7am - 4pm (off Monday & Friday)

Overnight shift: Friday - Tuesday 10pm-7am (off Wednesday & Thursday) 

The Help Desk Admin is responsible for providing exceptional first-level technical support to customers, addressing and resolving Level 1+ issues, and escalating cases as needed. This role serves as the primary liaison between the company and its customers, ensuring timely resolution, client satisfaction, and documentation of solutions. The admin will handle remote support for customer environments, including server maintenance, ticket remediation, and adherence to established processes and procedures.

The ideal candidate communicates proactively with team members, management, project stakeholders, and clients, ensuring all issues are documented and resolved efficiently with appropriate urgency.

Primary Responsibilities:

• Deliver Level 1+ technical support and escalate unresolved issues.
• Act as a bridge between the company and clients, ensuring feedback and documentation are effectively communicated.
• Provide server support and perform remediation for client tickets.
• Follow company and departmental processes and procedures.
• Ensure all resolutions are clearly documented and shared for knowledge-building.
• Maintain high levels of client satisfaction and accountability during issue resolution.

 Experience:

• 2+ years of experience with Microsoft Desktop OS (Windows 7-10).
• 2+ years of experience with Microsoft Windows Server OS (2008-2016).
• 2+ years of experience with Active Directory, DHCP, DNS, and related server roles/services.
• 2+ years of experience with business productivity tools (e.g., Microsoft Office, Office 365, G Suite).
• Network LAN/WAN experience (TCP/IP, Subnetting, VLAN, VPNs, remote management tools).
• Hands-on experience with Microsoft Exchange Server and Exchange Online.
• Working knowledge of VMware and Hyper-V virtualization platforms.
• Basic understanding of MacOS.
• IT Security Knowledge: Familiarity with malware remediation, antivirus tools, and endpoint security solutions.

Requirements:

• Must pass a criminal background check, E-Verify citizenship verification, and motor vehicle report (MVR) review.

Preferred Qualities:

• Strong communication and interpersonal skills.
• Proactive approach to problem-solving and issue resolution.
• Ability to work collaboratively in a fast-paced environment.