OVERVIEW

The number one goal of everyone on our team is to make our Clients exceptionally happy. The Site Administrator plays an important role in making sure that happens.

The Site Administrator handles day to day tickets while onsite as well as escalated support requests for the Help Desk Team. They are assigned the support requests that requires onsite support as well as any projects that require on-site implementation assistance. They are the face of the Help Desk Support team and can form working relationships with various personalities with our end users to gain their trust.

When help is needed the Site Administrator can turn to the Team Leads or Director of Operations for guidance and support.

Universal Data Inc. is located in New Orleans, Louisiana however, this position will require onsite support in the North Baton Rouge and Zachary, Louisiana area.

RESPONSIBILITIES & TASKS

CUSTOMER SERVICE

- Work on and resolve escalated onsite Helpdesk Tickets

- Delight our Clients with a friendly, quick and helpful experience

- Provide the Client with quick on-site troubleshooting

- Provide the Client with on-site installation & removal of equipment

- On-site hardware maintenance and support

USE OF OUR TICKETING SYSTEM

- Use our ticketing system to work on and resolve Helpdesk tickets & service requests

- Managing and recording all work through our ticketing system

- Make sure that Client documentation is well maintained

- Make sure that Client inventory remains updated

- Split tickets that have several issues into their own individual ticket

- Make sure that tickets aren't "stale" throughout the process

PROJECT WORK

- From time to time the Projects team will need additional resource to help deliver projects assistance on-site

COMMUNICATION, REPORTING & RISK

- Create and maintain documentation for on-site processes

- Escalate tickets that require Team Lead support

- Communicate to the Client the status of their ticket every step of the way, notify them of any changes or outages related to their issue

- Submit Timesheets & Expense reports as indicated on their SOPs

- Identify, Communicate and Mitigate potential risks to the Team Leads and Clients

TEAM WORK

- Follow the schedule provided by the Service Coordinator/Dispatcher

- Follow the Standard Operating Procedures (SOPs) for daily/weekly recurring tasks

- Follow all of our Security procedures and keeping a vigilant eye for security issues

- Identify opportunities for improvement and make constructive suggestions for change

- Contribute to the process of innovative change effectively

- Undertake other duties as requires by the Service Delivery Coordinator, Director of Operations or CIO

SKILLS AND ATTRIBTUES

- Must posses current entry level certification or greater such as: Sec+ or Net+

- A love of (and ability to) Solve Problems & Challanges

- Great communication skills, founded in being a good listener

- Understanding of support tools, techniques and how technology is used to provide services

- Understanding op operating systems, business applications, printing systems and networking systems

- Diagnosis skills of technical issues related of end-user hardware & software and network devices

- Experience and understanding of structured cabling (tidy cable management is a must)

- Experience installing and maintaining networking VoIP equipment

- Experience and knowledge of working with the Microsoft 365 Platform

- Experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)

- Experience working with vendors for expedited troubleshooting of hardware and software systems

- A deep desire to deliver an amazing Client experience

- Knowledge of IT Applications, Software and Hardware

- The ability to keep up with & adapt to the fast-paced IT world

- Experience working either on a Helpdesk or for a Managed Service Provider (MSP)/IT Support Business - MUST have minimum 2 years experience

PHYSICAL REQUIREMENTS

- Physical Demands: The physical demands described here are representative of those that many need to be met by an employee to successfully perform the essential functions of this position.

- While performing the duties of this position, the employee is regularly required to talk, hear, stand, walk, sit, reach with hands and arms, climb or balance, stoop, kneel, crawl, and drive. The employee must be able to lift parcels weighing up to 100 pounds.

WORK ENVIRONMENT

A majority of the work will be performed at client locations which may vary in terms of quality of workspace.