Help Desk Administrator - Caliber Service Management : Job Details

Role – Help Desk Administrator

Caliber is currently recruiting a Help Desk Administrator. The Help Desk Administrator will respond to and diagnose software problems through discussions with employees and partners. The individual in this role will be involved in system problem recognition, research, and resolution. This person is also responsible for resolving less complex problems immediately while assigning more complex problems to higher level support. Opportunity to advance for self-motivated individual with excellent technical skills.

Responsibilities

• Support:
• Assist users with technical issues related to device hardware, software, and network connectivity
• Respond promptly to user inquiries via ticketing system.
• Support desktop maintenance and security maintenance.
• Incident Management:
• Log and track incidents in the help desk ticketing system.
• Prioritize and escalate tickets based on severity and impact.
• Collaborate with business systems teams to resolve complex issues.
• Hardware and Software Maintenance:
• Install, configure, and maintain personal devices, printers, and peripherals.
• Support Apple mobile device platform
• Manage hardware lifecycles and inventory
• Basic network configuration and troubleshooting
• User Training and Documentation:
• Create, update, and maintain user documentation, FAQs, and knowledge base articles.
• Conduct training sessions for new employees on IT tools and best practices.
• Assist in employee onboarding and offboarding process.
• Continuous Improvement:
• Identify recurring issues and propose solutions for process improvement.
• Stay informed about technology trends and updates.

Qualifications

• In depth knowledge of Microsoft Windows and Microsoft 365 applications
• Apple mobile device platform expertise
• Basic network infrastructure skills
• Computer hardware break/fix expertise
• Ability to effectively communicate with our user base.
• Must have at least one or more years of Help Desk/IT infrastructure experience
• College degree preferred or relevant certifications.
• Advanced troubleshooting and multi-tasking skills

Caliber Service Management is an equal opportunity employer. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds, regardless of sex; race; color; creed; national origin; religion; age; marital status; pregnancy; nursing mother status; physical, mental, or sensory disability; sexual orientation; gender identity or expression; military or veteran status; or any other basis protected by federal, state, and/or local laws.