Helpdesk Administrator I

This onsite Helpdesk Administrator I role in New Orleans delivers first level IT support for desktops and mobile devices, basic network device familiarity, ticket dispatch, and onsite project assistance with escalation to higher-level teams when needed.

Responsibilities

• Deliver Windows desktop support and troubleshooting for end users
• Install, configure, and support Microsoft Office Suite
• Install and support printers and scanners on the desktop
• Replace and install desktop hardware components
• Set up and configure desktop systems from initialization through deployment
• Patch, upgrade, and migrate Windows desktop operating systems
• Set up and configure mobile devices and related applications
• Dispatch tickets to appropriate teams and ensure timely handling
• Provide desktop application support and coordinate with vendors for troubleshooting
• Assist with basic support for UPS battery backups, switches, routers/firewalls, cabinets/patch panels, and access points
• Perform basic wireless connectivity troubleshooting
• Make basic changes to Cisco VoIP handsets
• Assist with deployments of network projects
• Approximately 80 percent of support activity conducted remotely
• Perform other duties as assigned
• Maintain professional and technical knowledge through ongoing development and certifications

Requirements

• High School Diploma or equivalent
• Associate Degree in Information Technology or related field preferred
• Previous computer technical support experience preferred
• Current CompTIA A+, Network+ or Security+ certification (obtain within 90 days if not currently certified)
• Basic knowledge of network troubleshooting, including connectivity issues, locating IP/TCP IP addresses, VPN software, and remote user support
• Understanding of Active Directory to unlock and reset passwords
• Proficiency diagnosing and solving Windows operating system issues
• Ability to troubleshoot and resolve email issues, specifically MS Outlook
• Clear and professional written and verbal communication
• Strong customer service skills with the ability to empathize and resolve issues professionally

Technologies

• Windows
• Microsoft Office Suite
• MS Outlook
• Cisco VoIP handsets
• VPN software
• Active Directory
• VLANs
• Switches
• Routers
• Firewalls

Behavioral Competencies

• Communication: strong ability to gather requirements, document, and explain technical content to technical and non-technical audiences
• Leadership: promote service-oriented, collaborative culture with transparency across the organization
• Composure: performs well under pressure and in stressful situations
• Customer Focus: prioritizes service, demonstrates a can-do attitude, seeks feedback, and meets commitments
• Ethics/Values: aligns with the organization’s core values
• Initiative/Action Oriented: addresses priorities proactively and manages multiple tasks effectively
• Integrity/Trust: accountable and maintains confidentiality of corporate data
• Interpersonal Skills: builds relationships, uses diplomacy, and respects diverse opinions
• Motivating Others: fosters a team environment where colleagues feel valued and engaged
• Planning/Goal Setting: plans, organizes, and sets actionable goals
• Problem Solving: solution-focused, flexible, and creative in addressing issues
• Self-development: committed to ongoing professional growth

Knowledge, Skills, Abilities

• Attention to Detail: follows procedures to ensure data accuracy
• Complex Problem Solving: analyzes complex problems, weighs options, and implements solutions
• Judgment and Decision Making: assesses costs and benefits to choose the best course of action
• Language Comprehension and Expression: interprets complex documents and communicates effectively
• Managing Change and Flexibility: multi-tasks with priorities, adapts to changing circumstances
• Organization: plans ahead, prioritizes tasks, and meets timelines under shifting priorities
• Investigative/Reasoning: defines problems, gathers data, establishes facts, and draws valid conclusions
• Responsibility and Accountability: follows through on commitments and adheres to policies, maintaining confidentiality