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Contract role, can convert to direct hire
DELEGATION OF AUTHORITYAs Helpdesk Administrator you are delegated the authority, responsibility, and accountability necessary for carrying out your assigned duties.
JOB FUNCTIONS
This individual will be responsible for reviewing, analyzing, and evaluating end-user helpdesk requests. The job requires comprehensive troubleshooting skills for Microsoft and iOS operating systems, applications, and devices. Helpdesk employees must demonstrate a working knowledge of Microsoft Windows, Apple iOS, Microsoft Office, Internet Explorer, printers, workstations (PC, thin clients, and kiosks), Apple devices (iPhone, iPad, iPod touch) and networking equipment. Attention to detail and strong customer service skills are a must. Team work and prioritizing are also essential.
Every effort has been made to identify the essential functions of this position. However, it in no way states or implies that these are the only duties required. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or is an essential function of the position.
DUTIES AND RESPONSIBILITIES
- Ability to answer customer calls and emails as a first line of support.
- Capacity to troubleshoot, build and deliver various technology devices (PCs, laptops, tablets, phones, etc.).
- General troubleshooting of desktop systems, tablets, remote users, telephone & fax, printing systems, email, and LAN/WAN connectivity.
- Administration of various department tasks (user badge administration, IT asset administration, purchasing paperwork, etc.).
- Ability to troubleshoot, resolve, and/or escalate issues to senior technical staff.
- General filing and organizing of IT equipment and department documentation.
- Attention to detail in both organizing and filing helpdesk requests as well as IT equipment and general department documentation.
- Other duties as assigned.
EDUCATION
This position requires a bachelor's degree or equivalent experience.
EXPERIENCE
- 2-4 years of experience in the field or in a related area (tier 2/3 support).
- Familiar with the field's concepts, practices, and procedures.
- Technical experience with MS Windows Desktop Administration & Office Applications, Citrix, BitLocker Drive Encryption Management, Apple iOS & iOS devices (iPod Touch, iPad), MS Windows Server, Active Directory and DNS, MS Exchange, CISCO Router and Switch Administration (LAN/WAN), Voice & Telepresence, Cisco Call Manager Administration, Cisco WebEx Administration, InTune MDM Administration, Ghost Imaging, VEEAM Backup software, and virtual environment solutions (VMWare vSphere).
- Relies on experience and judgment to resolve customer issues.
- Great people and communication skills are required.
- Accustomed to using helpdesk ticket tracking software (i.e. Remedy).
SPECIFIC REQUIREMENTS
- Must be able to read, write, speak, and understand the English language.
- Familiar with a variety of the field's concepts, practices, and procedures.
- Relies on extensive experience and judgment to plan and accomplish goals.
- Performs a variety of tasks.
- Professionalism and a customer service required.
- Dedication to support a 24x7 operation.
- A sense of urgency with respect to critical customer requests and special projects.
- Must possess the ability to make sound business decisions when circumstances warrant such action.
- Must not pose a direct threat to the health or safety of other individuals in the workplace.
- Must possess leadership ability and willingness to work harmoniously with other personnel.
- Must possess strong organizational analytical skills.
PHYSICAL REQUIREMENTS (With or Without the Aid of Mechanical Devices)
- Must be able to sit for long periods of time and/or move intermittently throughout the workday.
- Must be able to perform duties using continuous repetitive manipulation.
- Must be able to perform duties using occasional pushing, pulling and reaching.
- Must be able to cope with the mental and emotional stress of the position.
- Must possess sight/hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of this position can be fully met.
- Must function independently and have flexibility, personal integrity, and the ability to work effectively with others.
ACKNOWLEDGMENT
I have read this job description and fully understand the requirements set forth therein. I hereby accept the position and agree to perform the identified essential functions in a safe manner and in accordance with the facility's established procedures.
I further understand that my employment is at-will and thereby understand that my employment can be terminated at-will either by Covenant Care or myself and such termination can be made with or without notice.
Date Signature - Helpdesk Administrator
Date Signature - Customer Support Services Manager
Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:
- the individual's skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.