Desktop Administrator I, IT Infrastructure

Why Ryan?

• Hybrid Work Options

• Award-Winning Culture

• Generous Personal Time Off (PTO) Benefits

• 14-Weeks of 100% Paid Leave for New Parents (Adoption Included)

• Monthly Gym Membership Reimbursement OR Gym Equipment Reimbursement

• Benefits Eligibility Effective Day One

• 401K with Employer Match

• Tuition Reimbursement After One Year of Service

• Fertility Assistance Program

• Four-Week Company-Paid Sabbatical Eligibility After Five Years of Service

The Desktop Administrator I’s (“Desktop Administrator”) primary responsibility is attending to calls from various locations for any issues related to desktop and laptop systems and software, including, but not limited to, installation, configuration, triaging and problem resolution activities.

Duties and Responsibilities aligned with Key Results:

People:

• Maintain a positive work atmosphere by behaving and communicating in a manner that encourages productive interactions with customers, co-workers and supervisors.
• Provides Tier 1 help desk support in a 2,700+ global user base corporate computing environment that consists of Windows 10 computers in a professional and timely manner.

Client

• Maintains strong focus on customer service to all clients
• Responds to help desk requests via phone, instant messaging, and online ticketing system. 
• Acts as a liaison between internal clients and all IT teams.
• Assists users with questions or problems.
• Helps in the implementation, installation, and operation of information and functional systems for the client.
• Interacts with executive-level employees to troubleshoot and resolve basic technical issues.

Value

• Serves as primary Help Desk phone support:
• Acts as initial contact for work orders by handling incoming customer calls, gathering information about the customer’s problem, and creating a ticket for all customer inquiries.
• Performs first-pass troubleshooting and problem resolution.
• Reviews all open tickets on a regular basis and follows up with end users.
• Identifies responsible group for problem resolution when necessary.
• Determines when escalation of a problem to senior technicians or additional IT teams is necessary.
• Determine when transfers of work orders to senior technicians or additional IT teams is necessary.
• Identifying a problem or trend needs to be escalated to IT leadership.
• Documents and communicates steps taken during the troubleshooting process.
• Installs, troubleshoots, and maintains products and equipment.
• Assists in the installation, maintenance, and general support of systems.
• Assists with system backups and recovery, and installation of new software.
• Provides first and second level general troubleshooting for PC hardware, software, and printers.
• Conducts testing and assists in general lab work.
• Assists with other projects as needed.
• Performs other duties as assigned.
• Interact with executive level employees to troubleshoot and resolve technical issues.
• Relies on previous experience and good judgment to plan and accomplish goals

Education and Experience:

High-school diploma or general equivalency diploma (GED) with one to three years related IT helpdesk/desktop administration experience and is familiar with standard or common concepts, practices, and procedures within the IT field.   Bachelor’s Degree in Information Technology or related field a plus. Candidates must be fluent in English (Reading, Writing, Speaking). Interested candidates must submit resumes in English.

Computer Skills:

To perform this job successfully, an individual must have a proficient troubleshooting skill-set and intermediate knowledge of Microsoft® Office 365 with emphasis on Microsoft® Excel, Word, and Outlook.  In addition, proficiency in Active Directory and IT ticketing system are required.

Other Skills:

To perform this job successfully, an individual will need to be highly proficient in triaging and have excellent verbal and communication skills. The ability to manage time effectively is imperative.

Certificates and Licenses:

Valid driver's license required. User Operating Systems, Microsoft® Exchange, and Active Directory certifications preferred.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at computer.
• Must be able to lift, carry, push or pull up to 30 lbs.
• Position requires regular interaction with employees at all levels of the Firm and interface with external vendors as necessary.
• Independent travel requirement: Minimal

Equal Opportunity Employer: disability/veteran