Help Desk Administrator 2.8 2.8 out of 5 stars

Amarillo, TX Job Title:

Help Desk Administrator Location:

Amarillo, Texas Reports To:

Help Desk Supervisor Salary:

$50,000-55,000

Job Summary:

The Help Desk Administrator is responsible for providing technical support and assistance to end-users within a dynamic help desk environment. This role involves diagnosing and resolving complex hardware, software, and network issues, as well as providing guidance and escalation support to junior team members.

Key Responsibilities:

Provide advanced technical support and troubleshooting for complex hardware, software, and network issues, utilizing analytical skills and problem-solving techniques to identify root causes and implement effective solutions. Mentor and train Help Desk Technicians, sharing expertise and best practices to enhance their technical skills and capabilities. Collaborate with other IT teams and departments to resolve escalated issues and implement cross-functional solutions. Participate in the planning and execution of technology projects, including system upgrades, migrations, and deployments. Conduct proactive maintenance and monitoring of IT systems to prevent issues and optimize performance, utilizing monitoring tools and automation where applicable. Develop and maintain technical documentation, including standard operating procedures, system configurations, and troubleshooting guides. Assist in the evaluation and implementation of new technologies and solutions, conducting research, testing, and providing recommendations based on business needs and requirements. Coordinate with external vendors and service providers to facilitate resolution of complex technical issues and ensure service level agreements are met. Contribute to the development and improvement of IT policies, procedures, and best practices, ensuring compliance with industry standards and regulations. Serve as a subject matter expert on specific technologies or systems, providing guidance and support to both technical and non-technical stakeholders. Participate in 7 day 24-7 on-call rotation and provide after-hours support as needed to address critical issues and minimize service disruptions. Ability to lift, carry, and move equipment as needed throughout the day. Including equipment up to 40 lbs.

Relevant Experience:

Proven experience in a help desk or technical support role, with a focus on resolving complex issues. Strong customer service skills with the ability to interact effectively with users of all levels. In-depth understanding of computer hardware, software, and networking concepts. Proficiency in operating systems such as Windows 10 & 11, macOS, Android, etc. Experience with ticketing systems, remote support tools, and ITIL best practices. Advanced understanding of SSO, VOIP, Active Directory, and computer imaging. Proficient in hardware and software troubleshooting, including diagnosis, repair, and replacement. Demonstrated documentation skills, including the ability to document support activities and procedures accurately.

Soft Skills:

Exceptional problem-solving abilities with a proactive approach to issue resolution. Outstanding communication and interpersonal skills. Ability to collaborate effectively in a team environment. Customer-focused attitude with a strong desire to assist others. Meticulous attention to detail in troubleshooting and documentation. Excellent written and verbal communication skills. Active participation and contribution in team meetings. Strong time management and organizational skills. Proficiency in conflict resolution techniques. Willingness to learn and adapt to new technologies and procedures.

Certifications & Education:

High school diploma or equivalent required Preferred qualifications: Associate degree or equivalent experience in information technology Additional technical training or coursework in information technology One of the following or equivalent certification: CompTIA A+, Net+, Sec+, Google IT Support Professional Allcat Claims Service Allcat Claims Service, LP is a total solution provider for all of your insurance claims needs. We can handle all aspects of your claims process, including initial calls received during normal business hours; as well as weekends, after hours and emergency call centers. We can also handle the estimating, closing and issuing of checks for the claim as well as issuing depreciation holdback and indemnity checks. With our real-time electronic reporting and tracking of claims, you will always be able to have the most updated information for your organization to make the most informed decisions. We have the knowledge and the team in place to make your claims department the best that it can be.