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In the role of Desktop Administrator, you are responsible for assisting all staff in supporting our user community, remotely or on-site, issuing computer hardware and applications, and will provide Help Desk support to remote users. Additionally, you will be responsible for troubleshooting problems, advising on the appropriate actions to be taken, and, when necessary, escalating and assigning tickets to level 2 and 3 support team members.These responsibilities include providing day-to-day hands-on support to the organization’s end-user laptops, desktops, mobile devices, and applications. This position interfaces directly with internal employees across the organization, troubleshooting user desktop issues to resolution. Other areas of responsibility are LAN support, break/fix support, software & hardware upgrades, patch management, ant i-virus management, desktop/laptop image management, application installs, user support, and training.
Must be located in or near the Atlanta, GA area. RESPONSIBILITIES- Provide support to end users over the phone, Microsoft Teams, email, and the Remedy ticket system.
- Analyze and resolve problems associated with desktop/laptop hardware and software
- Deploy desktop/laptop systems to employees utilizing Microsoft Intune and Autopilot
- Create, maintain, and support workstation images for existing and new hardware
- Desktop Security, patching, and encryption
- Printer support and maintenance
- Provide first-level support for networking and application issues; escalate complex problems to the appropriate groups or staff
- Create and Manage user accounts through active directory or group policies for access to network resources. Verify the accuracy of accounts during the creation process.
- Installation, configuration, upgrade, and maintenance of desktop applications
- Maintain anti-virus applications and virus definitions on all employee workstations to ensure maximum protection.
- Assist with maintaining detailed hardware inventory .
- Provide on-site technical assistance in support of IT initiatives and projects as needed
- Reporting on system availability, performance, and security compliance
- Assist with the creation and maintenance of system documentation
- Respond within defined SLA metrics to issues logged in the company ticketing system
- Identify operational problems and contribute to their resolution, providing appropriate information to specialists, users, and managers.
- Other duties as required
- Bachelor’s Degree required or equivalent work experience
- Minimum of 2 - 3 years of experience as a Desktop administrator or equivalent role
- Microsoft certifications preferred but not required
- Experience with managing users in M365 and Azure Active Directory.
- Strong working knowledge of Microsoft Intune for deploying policies and applications and monitoring workstation compliance.
- Strong working knowledge and experience with Microsoft and Apple operating systems
- Strong experience working with desktop/laptop hardware/software for installation, upgrades, and repairs
- Intermediate skills with the MS Office suite of applications
- Experience installing software, patches, and updates on workstations
- Experience with Office 365 user provisioning
- Track and route problems/requests and document resolutions
- Ability to manage users and computers utilizing Microsoft active directory
- Experience with Microsoft Exchange email platform and Outlook email client
- Knowledge of practices and methods for systems administration and maintenance
- Experience with troubleshooting basic network, software, and printing problems
- Must show an affinity for learning new technologies and taking on new tasks as needed
- Experience required in writing user and system documentation or training material
- Excellent oral and written communication skills and phone manners.
- Know when to seek assistance or escalate issues
- Ability to look for ways to improve and promote quality, demonstrate accuracy and thoroughness.
- Ability to handle multiple priorities, delays, or unexpected events with little supervision
- Analytical and problem-solving skills to troubleshoot system problems
- Ability to work independently and as part of a team
- Able to learn new computer technologies quickly