Job #: 6593

Title: HelpDesk Manager – Remote

Region:

  • Other
  • Job Type:

  • Contract
    • Anywhere
    • Posted 6 months ago

    Position Summary

    Maintain day to day Helpdesk operations for the organization’s IT infrastructure and systems. Provide end user support for network, cloud and desktop account management. Triage and assign tickets for resolution.

    Duties and Responsibilities

    Operate Helpdesk and manage intake queue, offering first line support to end users
    Triage and prioritize tickets and address issues to end user’s satisfaction
    Investigate issues, research solutions, implement and document within ticketing system
    Understand the organization’s standard desktop environment (both Mac & PC)
    Draft and keep documentation current
    Assist with onboarding of new users which includes basic guidance and training where required
    Assist with offboarding of exiting users
    Install, test and configure new workstations, peripheral equipment and software
    Manage changes, moves, adds, deletions for Users and Computers within Active Directory
    Monitor, maintain and execute timely workstation hardware and software upgrades as required
    Apply patches to workstations and servers during agreed maintenance windows
    Validate overnight tasks and investigate where failures are reported
    Investigate common tickets and seek ways to reduce or remove repeating ticket types
    Track recurring costs related to client applications, reporting and advising of changes to IT manager
    Commission and decommission of Azure, AWS, On Premise and Data Center locations.
    Investigate issues through analysis of logging and other tools to mitigate or report to IT manager for further analysis and reporting
    Implement automation and look for new methods to improve efficiency within the team
    Support monitoring of services using current tools and be alert to issues and reactive to problems
    Maintain and administer computer networks, hardware, software, and related systems including environments, applications, and configurations
    Perform disaster recovery and data backups
    Troubleshoot, diagnose, and address network, software, and hardware problems
    Execute software and hardware upgrades and installations
    Maintain and monitor virus protection and email applications
    Execute day to day IT Operations:

    Network Administration Support the Network Engineer in the maintenance of computer networks (LAN/VLAN/WAN) which includes firewall, routers, performance monitoring, cybersecurity applications, and hardware such as Cisco, Dell, HPE, etc. Monitor and optimize ISP tiers and bandwidth
    Desktop and user support Deep understanding of business and end-user requirements. Understand the operations, workflows, and service models and address break-fix solutions, user guidance and continuous 24/7 support–emergency after hours support. Be proficient with various operating software and other general programs required by the organization
    Development Familiarity with coding (Procedural and Object-oriented programming), software development life cycle, database design, and digital best practices are needed to ensure any external vendors can properly be evaluated. Knowledge of Drupal and other content management systems is a requirement for organization.
    Quality Assurance Run quality testing for IT systems and/or software and provide associated reporting.
    Knowledge, Skills and Abilities

    To perform successfully in this role, incumbent should possess skills identified below:

    Good analytical and problem-solving skills
    Investigate and resolve mindset
    Ability to work both independently with minimal supervision, and as part of a team
    Able to communicate concisely and competently, handling matters with the appropriate level of judgement and sensitivity
    Strong technical skills for both infrastructure and web application
    Experience with creating and managing infrastructure for web applications
    Working knowledge in computer hardware, cabling installation and support, wireless technologies, and interface
    Able to learn new and unfamiliar technology and products using documentation and internet resources
    Develop documentation and training materials for new and existing technology
    Assist in end user education of new and existing technologies
    Able to work with all levels of staff within and external to the organization
    Self-starter able to work independently but comfortable in a team environment
    LAN and WAN experience
    Working knowledge in cyber security best practices and latest developments
    Organized and detail oriented
    Excellent problem solving and analytical skills
    Software development abilities preferred
    Qualifications and Experience

    Bachelor’s degree in computer science, software engineering, information technology or related field

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