Network Administrator

Overview:

This position serves as the centralized entry point and provides escalated troubleshooting for technology-related service requests and support-related issues for technical issues across the company and clients. In addition, they provides direct client support by taking calls, answering emails, responding to tickets, answering support-related questions, and performing desk-side support.

Job Description:

• Primary/first line interface for escalations from other end-user support technicians.
• Provide technical assistance resolving IT-related problems including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues.
• Prioritize daily workload and Help/Service Desk requests according to policy and procedure.
• Responsible for devising and delivering solutions to enhance the quality of service and prevent future problems.
• Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests.
• Responsible for accurate documentation within our ConnectWise ticketing system.
• Create and update knowledge base documentation for step-by-step instructions.
• Build sustainable relationships with customers, coworkers, and stakeholders through open lines of interactive communication.
• Coordinate and/or perform hands-on solutions at the desktop and server level support tier.
• Research emerging end-user support/Service desk products, services, tools, and practices.
• Set client expectations when opening and assigning service tickets and ensure all requests/services are executed on time and in accordance with the service level agreements set with the business.
• Make recommendations to assist associates and improve the overall efficiency of daily operational procedures.
• Maintain current knowledge of core hardware/software standards as well as new technologies/applications being introduced in order to provide technical and accurate solutions to customers.
• Active participation in rotational “on-call” support.
• Demonstrate behaviors that are aligned with the organization’s desired culture and values.
• Achieve and maintain Help/Service Desk performance metrics.