The Information Technology (IT) Administrator is a generalist position devoted to all aspects of system set-up, computer set-up, installation, troubleshooting, service, upgrades, and maintenance. The position can also include handling how computers connect to each other or the rest of the network; printing, both locally and on the network; and auxiliary devices such as RF scanners, tablets, and smartphones.

• Maintain and troubleshoot devices and systems, hardware, and software
• Document system performance, bugs, debugging, and program requirements
• Follow maintenance protocols to ensure systems are secure and ready for users
• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
• Build rapport and elicit problem details from end users and vendors
• Prioritize and schedule problems. Escalate problems (when required) to the IT Manager and/or appropriate vendor
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Perform related duties consistent with the scope and intent of the position

Requirements & Skills:

• Knowledge of basic to intermediate computer hardware
• Knowledge of the Open Systems Interconnection (OSI) Model
• Experience with desktop operating systems including Windows 7, Ubuntu Linux, and Mac OS
• Experience with database systems (SQL, SAP, Oracle)
• Knowledge and experience in application support experience
• Working knowledge of a range of diagnostic utilities
• Exceptional written and oral communication skills
• Exceptional interpersonal skills with a focus on rapport-building, listening, and questioning skills
• Strong documentation skills
• Solid understanding of the organization’s goals and objectives
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Ability to present ideas and user-friendly language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation and focus
• Experience working in a team-oriented, collaborative environment
• Ability to utilize a telephone
• Ability to reason and answer questions
• Ability to operate various office machines

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