BASIC PURPOSE
Helpdesk Administrator I is responsible for, but not limited to, handling first level support of service
requests by telephone, email, chat or onsite. This position is also responsible for dispatching service
tickets that cannot be resolved at the Help Desk I level. These services are typically provided for
company supported computer applications and platforms. Provides "break -fix" support for PC
hardware and software. The Helpdesk Administrator I is prepared to answer the most commonly
asked questions or provide resolutions that often belong in an FAQ or knowledge base. If the issue
isn't resolved, the Helpdesk Administrator I will escalate the issue to the Helpdesk Administrator II.
This position may also provide onsite support for projects led by System and Network Engineers. This
position will have a basic understanding of helpdesk policies and procedures, printers, switches,
routers, firewalls, VLANS, VOIP.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Provides Windows OS Desktop support
- Provides Microsoft Office Suite installation and support
- Provides Printer / Scanner Desktop Installation and support
- Provides Desktop Hardware replacement / installation
- Provides Desktop setup, configuration, and installation
- Provides Windows Desktop OS patching, upgrade, and PC migration
- Provides Mobile device support setup/configuration
- Ticket dispatching
- Desktop application support and vendor coordination for troubleshooting
- Basic ability to support the following (as examples):
o UPS battery backups
o Switches
o Routers/Firewalls
o Cabinets / Patch Panels
o Access Points
- Basic troubleshooting of wireless connectivity
- Makes basic changes to Cisco VOIP handsets
- Assist with deployments of network projects
- 80% of remote support
- All other duties as assigned.
- Maintains professional and technical knowledge via professional development and
maintaining certifications
BEHAVIORAL COMPETENCIES
- Communication: Excellent ability in requirements gathering, documentation and articulating
technical and functional contents to technical and non-technical audiences
- Leadership: Foster a high-performance culture characterized by service leadership,
collaboration and transparency that will result in strong team morale, effective talent
utilization, and partnership across functional areas of the organization.
- Composure: Works well under pressure and in stressful situations.
- Customer Focus: Strong customer service skills; must possess a "can do" and team oriented
attitude. Responds with a sense of urgency, solicits feedback to improve service, responds to
requests for assistance and meets commitments.
- Ethics/values: Works by UDI's core values.
- Initiative/Action Oriented: Acts on priorities, problems and opportunities to achieve
individual results in a proactive and timely manner. Functions well in multi -tasking
environment. Adopts course if current one is not working.
- Integrity/Trust: Is accountable and maintains the confidentiality of UDI's corporate data.
- Interpersonal Skills: Works well with others; builds relationships; uses diplomacy and tact;
works effectively with the management team and respect differences of opinion.
- Motivating Others: Creates an environment in which people are inspired to do their best and
feel they belong. Sets appropriate example for others.
- Planning/Goal Setting: Plan, organize, and set goals.
- Problem Solving: Solution-driven, flexible and creative in problem solving.
- Self-development: Strong commitment to ongoing professional development.
KNOWLEDGE, SKILLS, ABILITIES
- Attention to Detail: Follows detailed procedures to ensure accuracy in the entry and
reporting of data.
- Complex Problem Solving: Identifying complex problems and reviewing related information
to develop and evaluate options and implement solutions.
- Judgment and Decision Making: Considering the relative costs and benefits of potential
actions to choose the most appropriate one.
- Language Comprehension and Expression: Ability to read, analyze, and interpret the most
complex documents. Ability to respond effectively to the most sensitive inquiries or
complaints. Ability to make effective and persuasive presentations to management,
customers, and staff.
- Managing Change and Flexibility: Ability to multi-task while setting appropriate priorities to
achieve goals. Includes ability to adapt to changes in the work environment, manage
competing demands and can deal with frequent change, delays or unexpected events.
- Organization: Ability to plan and organize; including the ability to anticipate tasks, set
priorities, and meet strict timelines under considerable changes in priorities at times.
- Investigative/Reasoning: Ability to define problems, collects data, establishes facts, and
draw valid conclusions.
- Responsibility and Accountability: The ability to meet commitments made to yourself and
others; keeping promises you make, and acknowledging and accepting the choices you have
made, the actions you have taken, and the results they have led to. Takes personal
responsibility and ownership for adhering to all company policies and procedures while also
completing work timely and in accordance with performance expectations.
MINIMUM QUALIFICATIONS
- High School Diploma or equivalent required. Associate Degree in Information Technology or
related field preferred.
- Previous computer technical support preferred.
- Must possess current CompTIA A+, Network+ or Security + certification (to be obtained
within first 90 days if not currently certified).
- Basic knowledge of Network troubleshooting, including connectivity issues, locating IP or
TCP/IP addresses, VPN software, supporting remote users.
- Understanding of Active Directory to unlock and reset passwords.
- Proficient with troubleshooting Windows Operating systems.
- Ability to troubleshoot and resolve email issues, specifically MS Outlook.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Outstanding customer skills, with the ability to empathize and professionally troubleshoot and
resolve customer's issues.
