Stamps.com

  • Help Desk Systems Administrator

    Category
    Technology and Software Development
  • Overview

    Help Desk Services are at the heart of Stamps.com’s IT support model. Our team approaches work as seeing no job as too small or no challenge is too big. Providing high quality assistance to corporate users the first time is our primary focus. Helpdesk supports internal end users with corporate resources including desktops, laptops smartphones and corporate servers. We provide incident and request management services as well as deliver on projects based on internal departments’ requirements. Helpdesk services including Active Directory, Single Sign-On, Email, Jira and Slack.

     

    The Help Desk Systems Administrator tier 1 is an integral part of the Help Desk team and serves as the initial point for the end users. They provide initial technical support for all Hardware, software and networking problem response and resolution for all internal users. Tier 1 works off of tickets, email and phone requests. This position reports to the Manager, Help Desk.

    Responsibilities

    Primary Objectives:  

    1. Provide Initial first level technical support.
    2. Administer onboarding or off boarding resources.
    3. Initiate Purchase Requests for Hardware, Software and annual maintenance contracts
    4. Maintain corporate systems and desktops.
    5. Deliver superior customer service to internal and external clients.

    Essential Position Duties (typical monthly, weekly, daily tasks):

    1. Provide Initial first level technical support.
    • Provide technical support and troubleshooting services to end-users who need assistance with their computer hardware or software.
    • Document system configurations, updates, procedures and policies.
    • Provide first level support for all workstation and Corporate Servers.
    • Create SOP documents for common reoccurring problems
    • Ensure trouble tickets are resolved in a timely and correct manner.
    1. Administer onboarding or off boarding resources including but not limited to:
    • Users, computers, cell phones, email and corporate services.
    • Follow off boarding process to ensure document retention policies are followed.
    1. Initiate Purchase Requests for Hardware, Software and annual maintenance contracts
    • Work with vendors to gather quotes for hardware, software and other peripherals
    • Submit quotes for approval and track purchase requests through the process
    1. Maintain corporate systems and desktops.
    • Company Active Directory
    • Exchange, O365 and Outlook
    • PC, laptop, phone, and printer hardware
    • Active Sync for iPhone and android phones
    • Single Sign-on
    • Ethernet networking, DHCP, and DNS
    • Conference Rooms and AV Equipment
    • Jira Help Desk ticket tracking system
    • Configure, manage, monitor, maintain and troubleshoot corporate servers running Windows 2003, 2008, 2012, & 2016 server operating systems. 
    1. Deliver superior customer service to internal and external clients.

    Qualifications

    Additional Job Duties:

    • Sit for prolonged periods of time.
    • Utilize wrist and hands for a prolonged period of time.
    • Walk short distances.
    • Stand for short periods.

    Education and/or Experience:                                                                  

    • High School diploma or G.E.D
    • Minimum of one (1) year experience providing on-site desktop support in a corporate environment
    • Previous experience with Microsoft Windows (desktop and server) installation and use; including
      • Microsoft Office Word, Excel, and PowerPoint

    Skills and Knowledge:

    • An understanding of Active Directory users, computers, file and printer shares, and group policy.
    • A drive to take ownership of tasks and see them through to completion including QA before and during delivery to the end user.
    • Ability to work effectively using only phone or email when required by remote users
    • Strong ability to adapt to changing priorities and demonstrate a sense of urgency to focus on the most pressing issues first.
    • Strong communication skills, patience, and the ability to work effectively with power users and novices alike.
    • Demonstrable time management and organization skills and a drive to excel.
    • Office 365
    • Okta Identity Management

    Computer/Software/Application Proficiency:                                                   

    • Microsoft Windows (desktop and server) installation and use; including Microsoft Office Word, Excel, and PowerPoint

     

    EOE/M/F/Vet/Disability

     

    #LI-KD1

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