IT Helpdesk Administrator - remote

Illuminate Education - Remote - Full time

Position Overview

Illuminate Education is seeking a full-time, IT Helpdesk Administrator to provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, maintaining inventory lists and documenting all related changes. The position will be responsible for administration and internal support of the Company's PCs, printers, and related equipment. Tasks include end user support, license tracking on purchased products, asset management, and performing PC maintenance, upgrades and configurations. Helpdesk performs tasks assigned by other teams for facilities projects (cable running, server room cleaning, etc.).

Key Responsibilities

  • Configure, install, and upgrade operating systems, software, and equipment; troubleshoot problems with computer systems, including hardware and software, e-mail, network and peripheral equipment; makes repairs and corrections as required.
  • Act as the technical expert in assisting users in troubleshooting issues and resolving problems with computers, data and all tech equipment.
  • Provide strong internal customer service to staff and users; research and resolve complaints and problems in a timely manner; staff a centralized help desk and act as primary support technician to provide advice and gather information.
  • Maintain automated work records and files using current applications (such as Service Management Ticketing systems); create and maintain records and files; prepare clear and concise records, documentation, reports, and correspondences.
  • Respond to assigned tickets/tasks in accordance with Service Level Agreements/SLA guidelines.
  • Partner with departments and system administrator to resolve immediate solutions to software and hardware requirements.
  • Maintain servers, OS updating, and security application.
  • Support system security (Email, Malware, Spyware, etc.).
  • Update and maintain technical support documentation, including but not limited to: creating process documentation, run book, end user documentation and other related needs.
  • Perform other duties as assigned by manager or other company leadership.

Required Experience & Qualifications

  • 2-year degree in an IT related field OR equivalent experience.
  • 2 years of IT Level I service desk experience.
  • Strong troubleshooting and problem-solving skills.
  • Knowledge of customer service best practices and soft skills, including active listening.
  • Excellent verbal and written communication skills.
  • Self-motivated learner with ability to keep up to date on new technology trends.
  • Effectively and proactively able to manage assigned workload, including setting reasonable timelines with customers, coworkers, and peers.
  • Strong ability to make educated decisions.
  • ITSM ticketing system knowledge.
  • Security application experience (Malware, Spyware, etc.).
  • Good understanding of Microsoft Windows, Mac OS and Linux.
  • Experience supporting Google G-Suite applications.
  • Preferred intermediate or greater experience with Windows, Mac, and Linux devices.
  • Preferred knowledge of programming and/or scripting languages (HTML, JavaScript, Python, Java, .NET, PowerShell, Bash).
  • Preferred cloud-based application experience (We are a 97% cloud-based company).
  • Preferred knowledge of Amazon Web Services, VDI environments, Remote Management.
  • Preferred knowledge of ITIL Service Management processes and procedures, including Incident, Request, Change and Problem resolution.
  • Audio Visual experience.

Preferred Experience & Qualifications

  • CompTIA (A+) certification.
  • CSCS or CCSA certification a plus.
  • FERPA and NIST knowledgeable.
  • Experience with Salesforce Service Cloud Ticketing System a plus.

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Experience Level

Mid Level

Illuminate Education

Illuminate Education is a market-leading Software as a Service (SaaS) student assessment and reporting platform used by K-12 administrators and educators to measure, analyze, and subsequently improve classroom and school-wide learning.
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