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Job description

POSITION OVERVIEW

The IT Helpdesk Administrator provides technical support to the global MTI end-user community by maintaining the smooth operation of all computer systems and providing thoughtful solutions for a variety of hardware and software applications.

ESSENTIAL JOB FUNCTIONS

· Image, configure and deploy PCs for staff, both on and off-site.

· Provide technical support and customer service to all MTI staff with a sense of professionalism.

· Maintain and administer the IT ticketing system, responding & resolving support tickets with a sense of urgency.

· Create and manage user accounts within MTI’s various systems.

· Assist remote staff with technical issues using remote-assist software.

· Manage and assist staff with mobile devices, such as Apple and Google phones.

· Support client-based applications, problem-solve and provide technical expertise within a Microsoft environment.

· Quickly respond to and resolve cybersecurity alerts/incidents.

· Coordinate with HR and other staff to onboard and offboard users in a timely manner.

· Provide maintenance/replacement support for PCs, printers, scanners and various other peripherals.

· Maintain device images, system configurations, hardware and software.

· Troubleshoot various types of hardware issues with devices such as laptops, desktops and smartphones.

· Test data backups for the purpose of ensuring data recovery.

· Assist in diagnosis and resolution of network and telecommunication systems.

· Document technical procedures and create detailed work instructions for staff.

CANDIDATE REQUIREMENTS & PREFERRED Experience

· Associate degree in Information Technology related field or equivalent work experience

· IT certification(s) are a plus (CompTIA, Microsoft, Amazon, etc.)

· 2 years experience in providing help desk support in a fast-paced environment

· Working knowledge of the following: Windows 10/11, Office 365, Azure, Active Directory, help desk ticketing systems, endpoint protection solutions, backup systems

· Ability to work independently and as part of a team

· Ability to multi-task as well as prioritize and organize their work

· Excellent written communication skills for technical documentation

· Excellent interpersonal skills to interact with the end users face to face or over the phone

· Proactive in finding potential issues before they become help desk or infrastructure problem

· Excellent follow up on outstanding issues with end users regarding status and closure of incidents/requests

Job Type: Full-time

Pay: $43,788.83 - $52,734.94 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Pleasant Prairie, WI 53158: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)
• Windows: 1 year (Preferred)

Work Location: In person