Level One Help Desk Admin- End User Support

Level 1/2 Help Desk Admin - End User Support Job Location: Philadelphia, PA (remote possible) Full time position- Wednesday-Sunday Shift Experience- 5+ years Salary: 55-65k Job Description: Contour Data Solutions is looking for a person wanting to make an immediate impact in a rapidly changing, fast paced environment. The position is part of a technology team that has responsibility for internal and customer facing solutions which are hosted in our enterprise class data centers. The Level 1 Operations Team is responsible for supporting our client's end users supporting hardware, software/applications, printer, phones etc. Position requires an experienced, highly motivated Help Desk Admin with a minimum of one to three years' experience in Help Desk Support.. Major Responsibilities • 5+ years of experience with IT helpdesk or support position. • First line of support to clients regarding software, Hardware and systems. • Respond to end customer issues through phone, email, remote-in software, and computer chat. • Knows the Ins and Outs of a Network, Servers and Windows PC (Hardware & Operating System) • Have an understanding of an IP network, including switches/firewalls and how to troubleshoot different issues. • Able to self-manage and hold themselves accountable. • Can translate technical problems to the end user in a plain speak way that allows them to understand the problem and solution. • Enjoy people and care to develop strong relationships with clients. • Be an optimist at heart. • Resolves problem situations in a professional manner. • Experience with iPhone/iPad/Android. • Experience supporting phone systems from Microsoft Teams • Experience with Apple computers in a networked environment. • Nable RMM (remote management of computers). • Experience supporting printers/copiers in a networked environment. • Basic knowledge of windows server environment including active directory, DHCP, DNS, services, event logs, Line of Business application installations and management. • Support for Microsoft related technologies: Windows Server, Exchange, SQL, Office 365, Windows 7/10, etc. The Job: • Monitors ticket database and monitoring platform and follows up with assigned personnel to ensure timely resolution of problems • Invokes problem escalation procedures to coordinate recovery • Isolates problem trends and ensures that troubleshooting efforts are completed • Solves problems and makes decisions on a daily basis to help resolve issues • Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. • Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service • Performs duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service • Above all, build professional and sincere relationships with clients and seek ways to improve their satisfaction with our service. • Learn the ins and outs of our clients' unique work environments. • Work to quickly resolving incidents submitted by our clients. • Monitor alerts generated by our tools to resolve incidents before our clients are even aware. • Enter all work as service tickets and time as it occurs. • Interact with vendors to support customer's specific line of business applications, copiers/printers, internet service providers, etc. • Remote access solution implementation and support: VPN, Remote Desktop, RemoteApp. • IT environment documentation to include system reviews and recommendations. • Communication w/customers: keeping them informed of incident progress, notifying them of impending changes or agreed outages. • Understanding of server administration, troubleshooting, capacity planning, and disaster recovery planning. • Create technical documentation when needed • Work closely with the multiples constituents including customers solutions, production support, as well as network, security, desktop support, and systems administrators to optimize the systems and related components. • Just as the Level 2/3 Engineers will be supporting you, you will also need to support them. We are a team and supporting those around us is a must! Must Have qualifications • Working knowledge of Windows server administration • Proficient at using all available resources for troubleshooting and problem solving and the ability to quickly and clearly diagnose and communicate problems and ensure the resolution of any problems identified. • Technical, analytical, interpersonal and organization skills required • Flexibility, integrity, teamwork, and unwavering commitment to client satisfaction • Able to take ownership of and troubleshoot a broad variety of system problems • Ability to work well with others, as well as independently. Attention to detail. • Position requires on-call support including planned and unplanned responses to a 24x7 environment. Bonus • Microsoft Certifications • Working knowledge of ITIL principals and procedures. Non-skill requirements: • Pass a background check. • Able and willing to lift 50+ lbs of equipment. • Be legal US citizen or have a USA work permit Have reliable transportation to get to and from office and to client locations.