Help Desk Administrator

Position Overview

We are seeking a highly motivated and detail-oriented IT Help Desk Technician who provides front-line technical support to IMMI team members globally, ensuring reliable access to IT systems and services.

Responsibilities

• Serve as the first point of contact for end users, providing support on IT networks, hardware, software, and related equipment.
• Respond to and resolve Help Desk tickets and assigned projects promptly, ensuring adherence to the Help Desk Service Level Agreement (SLA).
• Record, track, and document the progress of Help Desk tickets from initial submission until final resolution.
• Complete regular system maintenance on both local and remote IT equipment, including PC and software upgrades.
• Problem tracking and resolution with local IT infrastructure support vendors (e.g., ISPs, support agencies, etc.).
• Create and maintain documentation of certain IT systems, support procedures, and user guides.
• Monitor and test system performance as needed; prepare and deliver system performance statistics and reports as needed.
• Completion of PC imaging and PC deployment for IMMI’s global network of computer users.
• Aid in developing standards and processes to support and facilitate IT projects and initiatives.
• Collaborate on IT projects across other IMMI locations as directed by the Senior Help Desk Administrator.
• Occasionally provide after-hours and on-call support for critical IT issues, system outages, or global business needs as part of a rotating schedule within the IT team.

Required Skills And Qualifications

• Associate’s degree or higher, preferably in an IT-related field.
• Minimum of 2 years of experience in a Help Desk role or technical support role.
• Strong independent problem-solving and analytical skills.
• Exceptional attention to detail and ability to manage multiple tasks simultaneously.
• Superior written and oral communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Strong customer service skills; demonstrating patience, professionalism, and responsiveness.
• Proficiency in Microsoft Windows operating systems and OS troubleshooting techniques.
• Ability to provide phone-based support to IMMI’s global network of remote users and locations.
• Ability to understand and follow established IT processes and documentation standards.
• Ability to record, track, and document Help Desk ticket activity from initiation through resolution.

Preferred Knowledge

• Knowledge of barcode scanners, label/LaserJet printers, IoT devices, and troubleshooting techniques.
• Knowledge of networking fundamentals, wireless technology, and computer hardware fundamentals.
• Knowledge of manufacturing principles & concepts.
• Industry-recognized IT certifications such as CompTIA A+, Network+, or equivalent credentials demonstrating technical proficiency.