Principal IT Service Desk Administrator

Role- Principal IT Service Desk Administrator

What You'll Do & How You'll Make Your Mark

• Proven abilities in PC and Mac configuration and troubleshooting including operating systems and common applications
• Support including but not limited to Tier 1 and 2 support and troubleshooting for end-user related issues/requests, user administration, root cause analysis, and VPN end user support
• Manage asset disposal and track hardware via ITAM processes.
• Provide on-site and remote client support
• Inventory Asset Management assist with procurement and tech refresh
• Create, maintain, and delete user accounts from various systems
• Maintain, support, develop, and assist in process strategies
• Maintain current desktops/laptops via push updates
• Act as initial contact for issue escalation
• Partner effectively with other IT members in remote sites
• Laser focus on service excellence

Who you are & what you'll need to succeed.

• Strong, customer and team focus
• Willingness to participate on tasks at all levels including, but not limited to desktop builds, deploys, and inventory control; user account building and maintenance; software tracking and deployment; remote user assistance; virus and malware diagnostics and cleaning; documentation; project planning; and asset tracking, hardware recycling
• Minimum 2 years Windows (Windows, AD, Office, etc.) and Mac (OSX, iOS, Macbook, Apple TV) support experience in a fast paced, results oriented corporate environment.
• Experience with Lenovo and Mac hardware, iPhone, Android, Tablets, Mac laptops and desktops
• Experience with Microsoft Office 365
• Experience in Active Directory environments including account management and permissions.
• Experience in supporting end user related network connectivity (switch, jack connections, cabling, etc.) and network and security principles.
• Strong organizational and time-management skills; project management experience.
• Applicable certifications suggested (i.e. MCP, A+, Network+)
• Strong interpersonal and communication skills
• Strong troubleshooting skills
• Experience with PC hardware repair
• Clear and adaptable written and verbal communication skills required
• Flexible work habits, ability to prioritize planned and unplanned customer needs
• Analytical troubleshooting skills
• Ability to build rapport and elicit problem details from internal customers
• High energy approach to work, yet ability to stay calm under pressure
• Special consideration given to candidates with IT asset management (ITAM) experience and a desire to be involved in helping to manage our asset management process.

Strong consideration given to those candidates who additionally possess the following:

• BS in CS, CIS or equivalent college degree
• Industry standard certifications from, Microsoft, Apple, ITIL, or equivalent
• Experience ServiceNow