Location: Beterverwagting

Job Summary:

The Help Desk Administrator is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, volunteers, and Partners. 

Areas of Responsibility

• Install new, desktops, and laptops and configure hardware, peripherals, services, settings, directories, storage, emails etc. in accordance with standards and project/operational requirements. 
• Develop and maintain installation and configuration procedures. 
• Contribute to and maintain system standards. 
• Research and recommend innovative, and where possible automated approaches for help desk administration tasks. 
• Perform daily system monitoring, verifying the integrity and availability of all hardware, systems, and key processes. 
• Perform regular file archival and purge as necessary. 
• Create, change, and delete user accounts per request. 
• Repair and recover from hardware or software failures. 
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary. 
• Maintain operational, configuration, or other procedures. 
• Perform periodic performance reporting to support capacity planning. 
• Provide IT support for Help Desk calls or email requests and determine whether the problems are caused by hardware or software. Resolve Level 1 calls or email requests immediately with the caller.    
• Transfers incidents to Level 2 (Senior Business Analyst) or Level 3 (Vendor) support if not able to resolve.   Document and track incident/ report status until closed or resolved while keeping management informed of status.   
• Assist in providing training to users where required to improve efficiency in using software. 

Qualifications:

• Bachelor’s degree or equivalent (in a computer-related program) is required. A combination of experience and training may be considered. 
• At least 1 year of work experience as a Help Desk administrator / IT Support 
• Technical Skills 
  • Working knowledge of Microsoft Windows Server 2012 
  • Working Knowledge of Microsoft Active Directory 2012 
  • Working Knowledge of Microsoft Remote Desktop Server 
  • Working knowledge of Microsoft Office 365