Desktop Administrator - Senior

Job Summary

Works across a range of technologies and liaises across multiple areas of the business to support relevant ITIL processes and practices. Responsible for addressing IT requests via phone, email, live chat or instant message and explaining solutions in technical and nontechnical terms. Possesses the skills to resolve technical issues both remote and locally.

Organizational Relationships

Department: Delivery

Reports to: Service Delivery Manager

Directs: N/A

Status: Hourly, Non-Exempt (Full Time)

Key Job Responsibilities

• Masters process to image, build, deploy and troubleshoot PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards

• Masters input and provides advice and guidance to colleagues regarding incidents

• Proactively maintains installed PCs, networks, telephone systems and peripherals with routine maintenance searches for improvement opportunities

• Identify, define, log and resolve technical problems with software applications or network systems

• Identifies improvement areas by reviewing data and looking for trends, documents solutions that can be implemented

• Leads solution deployment

• Identify and solution potential changes and system improvements and present to leadership for consideration and implementation

• Assists with implementations

• Ensure that work is carried out within agreed service levels and in accordance with department guidelines

• Defines and adds input that will help with the creation, maintenance, and distribution of reports to leadership

• Identify improvements and add to client databases with up-to-date solutions and clear record of activities

• Leads efforts to update

• Identify, explain and document technical issues in a clear way to clients

• Use call logging system to accurately record telephone requests

• Create and offer suggested updates to Knowledge Management tool

• Communicates with operations leadership, identify solutions to ensure issues are addressed appropriately – seen as expert in this area

• Master level knowledge of Microsoft desktop operating systems and desktop software

Required Skills

• Master level analytical and troubleshooting skills

• Master level verbal, written, communication skills with the ability to communicate technical data to a wide variety of audiences

• Self-starter and possess level of professionalism that meets our internal and client expectations

• Defines and implements operational direction

• Proven ability to perform in a fast-paced, changing environment with multiple deadline-oriented projects

• Master level experience using ITSM ticketing tool

• Master level customer service experience in face-to-face, telephone or electronic interaction with clients

• Master level language and communications skills

• Master level problem-solving skills

• Seen as expert in this area

• Master level customer service orientation > seen as expert and consulted upon in this area

• Advanced level Certifications such as Microsoft and Cisco

• Master level understanding of computer support and troubleshooting

• Proven leadership skills working in a team-oriented, collaborative environment

• Proven ability to seek solutions to problems using one’s own resources

• Master level experience with supporting environments that include infrastructure elements such as LAN, WAN, WAP, Hosting

• Master level understanding of ITIL concepts and ensures framework is followed

• Master level experience working with PC deployments in small to midsize client community and assisting in leading effort

• Master level experience with deploying and supporting network printers

• Proven ability to provide guidance and assist other Desktop Administrators

• Bachelor’s degree in computer science, Computer Engineering, Information Technology, Mathematics or related degree. A combination of education, experience and training may be considered in lieu of a formal degree.

Preferred Certifications

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

• CompTIA A+

• CompTIA Network+

• CompTIA Security+

• Microsoft Identity or Security Associate certifications

• CompTIA CySA+

• ITIL Foundation v4+

Dewpoint Core Competencies

• Vision and Strategy - Supports Strategy and Vision and can clearly articulate to their team.

• Customer and Team Focus - Builds rapport within and between teams. Develops trusted relationships with customers up through the Director level.

• Effective Communicator - Able to convey technical concepts and rationale of ideas and decisions to teams with clarity in multiple ways.

• Adaptability - Able to respond to chaos and ambiguity within teams and between teams.

• Accountability - Owns problems, issues and outcomes within their team. Holds self and others accountable for achieving team results.

• Collaboration - Works effectively within team and across teams to solve problems and solution opportunities.

• Critical Thinking - Examines issues, ideas and situations to impact results and implement improvements.

• Coach and Mentor - Coaches others on tools, process, technologies, best practices and personal skills such as communication and collaboration.

Measured By

• Successful application and understanding of the core competencies

Minimum Physical Expectations

• Physical activity that often requires keyboarding, sitting, phone work, and filing

• Physical activity that often requires extensive time working on a computer

• Physical activity may require lifting under 50 lbs

• Physical activity that sometimes requires travel – car, train, and/or air

• Physical activity that sometimes requires bending, stooping, reaching, climbing, kneeling, and/or twisting

• Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus

• Must hear and speak well enough to conduct business over the telephone or face to face (in English) for long periods of time

Minimum Environmental Expectations

• This position will require working indoors. Typical workweek is eight (8) hour workdays, five (5) days per week with some weekend work, as well as longer hours as needed.

• Work location is on-site, in person located at Madison Heights Town Hall and surrounding area.

Provides IT consulting and managed technology services to organizations.