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Service Desk Administrator

  • Location Hampstead, New Hampshire
  • Category Computer / IT
  • Date Posted 06/14/2022
  • Type Contract to Hire
  • Commitment Full-time/Flex
  • Job ID #4603

Managed IT Service Provider for small & mid-sized businesses looking for a Service Desk Administrator to join their growing team in Southern, NH. 
 

Hours/Schedule:  full-time flexible, 2 days remote / 3 days in office; may consider remote for the right candidate

 

Job Type: Contract to Hire

 

Location Requirements: Hybrid    

Rate: $30/hour

 
Job Description: 

The Service Desk Administrator reports to the Help Desk Supervisor. They manage and facilitate the completion of Customers’ support requests, along with Customers’ expectations throughout the process. Qualified candidates who strive to maintain high Customer Satisfaction levels are encouraged to apply.

 
Responsibilities:  

  • Perform scheduled or reactive onsite service calls and remote support services. Advise and assist Customers on how to use information technology. Analyze and solve various IT problems. Install and troubleshoot Customers’ IT hardware and software.
  • Take ownership of tasks, prioritize effectively and ensure complete resolution. Set client expectations appropriately throughout the troubleshooting process.
  • Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon.
  • Assess and resolve business critical network down situations and determine the quickest path to resolution for any client network outages.
  • Provide services which are fit for purpose, practical, cost effective, comply with relevant regulatory standards.
  • Provide regular ticket reviews and reporting to the Help Desk Supervisor as required.
  • Escalate major moves, adds, or changes and inform minor moves, adds, or changes appropriately. 
  • Provide continuous feedback on; recurring customer issues, customer dissatisfaction, process inefficiencies, lack of documentation, to the other delivery areas as required.
  • Maintain high positive Customer and user satisfaction and relationships.
  • Assist in the training, mentoring and development of staff.
  • Liaise with, manage and advise customers, other consultants, and contractors and attend meetings as required.
  • Perform other appropriate duties and responsibilities as assigned.

 

Qualifications:   

  • Tertiary qualifications in Computer Science/Information Technology or equivalent.
  • Appropriate Driver’s License based on primary role location.
  • Computer-related industry certifications.
  • 5 years plus previous experience in IT administration and/or technical support experience, or equivalent.
  • Strong all-round knowledge of IT and telecommunications infrastructure, hardware, and software applications.
  • Strong communication (written and verbal) and interpersonal skills. Exceptional customer services skills.
  • High level organizational, project management, coordination, and prioritization skills.
  • Strong problem-solving skills and self-learning.
  • Initiative, task management and multi-tasking skills
  • Able to work well both within a team environment and autonomously.
  • High degree of confidentiality and punctuality
  • Awareness of and ability to work in accordance with Company Policies and Procedures.

FlexProfessionals respects and seeks to empower each individual and support the diverse cultures, perspectives, skills and experiences of its candidate network. FlexProfessionals does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. The candidates whose resumes are shared with our business clients are selected on the basis of qualifications, merit, and business need.