Help Desk Administrator

Lanham, MD

Full Time

Mid Level

Help Desk Administrator
Job Description

Safeware, Inc. is seeking a Help Desk Administrator to provide first level user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Properly escalates unresolved problems to correct resources, understands the difference between a problem and a service request. Provides world class customer service. This position will report on site in Lanham, MD or a key Safeware office.

Safeware, Inc. is a full line safety products distributor and service provider. Founded in 1979, Safeware has been providing public safety products to our nation’s heroes for over 40 years. Our company is built upon a foundation of dedicated professionals whose expertise and passion focuses on protecting our nation and serving those who serve others. Safeware is headquartered in Lanham, MD, just outside of Washington, DC, with branches in Philadelphia, PA, Richmond, VA, and Denver, CO, Gainesville, GA, Columbia, MD, Phoenix, AZ, and Miami, FL.

Responsibilities:

Responds to requests for technical assistance in person, via phone, chat or email.
Will diagnose and resolve technical hardware and software issues.
Advises user on appropriate action, may need to research questions using available information resources.
Follow up with customers and users to ensure complete resolution of issues.
Identify and escalate situations requiring urgent attention, redirect problems to correct resource, track and route problems and requests and document resolutions, resolve technical problems with Local Area Networks and Wide Area networks.
Help update training manuals for new and revised software and hardware, stay current with system information, changes and updates, train computer users as necessary.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware
Install, modify, and repair computer hardware and software
Manage IT-related inventory
Analyze and identify trends in issue reporting on the ticket queues; suggest preventive solutions
Other duties as assigned

Qualifications:

Bachelor’s degree preferred
2+ years of experience
Working knowledge of help desk software, databases, and remote control with the fundamental operations of relevant software, hardware and other equipment
Related experience and training in troubleshooting and providing help desk support, detail-oriented with superb organizational and problem-solving skills.
Must have the ability to work in a fast paced, multi-task environment.
The ability to track progress and communicates project(s) status on a regular basis to all impacted parties.
Must be able to manage multiple projects, keep meticulous records, and compose statistical reports.
Must have the ability to work unscheduled hours and occasional weekends.
Occasional travel to company offices may be required.

Preferred Qualifications:

Familiarity with help desk ticket applications, keeping it up to date and review at weekly IT meetings
Sense of urgency
Positive attitude
Detail oriented
Good communication skills
Team player
Problem-solving skills

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of the Help Desk Administrator role. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

While performing the duties of this position, the employee is regularly required to:

Communicate effectively, including talking and hearing.
Remain seated for extended periods while using hands and fingers to operate a computer, peripherals, and audio/visual equipment.
Occasionally stand, walk, and reach with hands and arms.
Perform movements such as climbing or balancing, as needed.
Position themselves (e.g., stoop, kneel, crouch, or crawl) to access equipment or work areas.

Additional requirements include:

Close vision for computer work and detailed tasks.
Ability to reach up to 6 feet.
Ability to lift, carry, push, or pull up to 20 pounds.

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