Job Description

The Desktop Administrator I is responsible for the tier-one support and maintenance of all computer equipment and end user technical support. This role also supports facilities related tasks and initiatives.

The candidate will be responsible for answering and fielding calls, resolving tickets related (but not limited) to: hardware and application issues, new workstations build and setup, printer setup and configuration, automated software distribution, conference rooms technology support, onboarding and offboarding requests, branch and back-office support, basic facilities and maintenance tickets, and other requests as appropriate.

Candidate will adhere to desktop policies, procedures, and standards aligning to best practice, and in addition; assist Management in maturing these items.

This role requires strong motivation, clear communication, time management and eagerness to learn. This role will be heavily engaged in the support of the growing business supporting 8 locations across the greater Pittsburgh region and will split their working time in-person between Wexford, PA and Bethel Park, PA.

Essential Duties and Responsibilities:

• Respond to and address internal tickets
• Manage user expectations and provide timely and effective communication
• Computer Lifecycle Management – Assists Management in creating master operating system images
• Coordinate with end-users and the desktop support team to provide customer focused desktop support practices
• Assist the Inventory Management Team with the documentation process and end-user signoff
• Ensure company assets adhere to Information Security Policy requirements
• Assist in the creation of and managing all automated software distributions
• Assist in Endpoint Vulnerability Remediations and Patching
• Assists Management in developing and maturing the Desktop/Laptop standardization
• Ensure compliance with company policies, procedures, and standards
• Partner with IT team and end users for troubleshooting and effective IT Service Management
• Partner with Facilities team for effective management of tickets and related issues
• Additional tasks and responsibilities may be assigned based on business need.

Knowledge, Skills, Abilities and Requirements:

• An associate’s degree is required (a bachelor’s degree is strongly preferred) in computer science, information technology or other related fields, or a minimum of three (3) years of professional work experience in lieu of education is required
• One to three (1-3) years of IT experience in a service desk or desktop support environment preferred
• Excellent analytical and communication skills particularly with non-IT personnel
• Demonstrated superior customer service skills
• Excellent organizational and time management/prioritization skills
• Strong attention to detail and follow through on all work without management follow-up
• Microsoft 365 administration skills with SharePoint, OneDrive and Teams preferred
• Software Distribution and Desktop Image Creation preferred
• Virtual Desktop and Thin Client experience preferred
• Various Service Desk Platform experience preferred
• Relevant hardware, software, and technology vendor certifications like CompTIA and Microsoft are a plus
• Physical Requirements: prolonged standing (5-8 hours per day), frequent use of hands to manipulate/grasp objects, ability to communicate face to face and on the phone with clients, occasional bending and lifting from floor height, frequent forward reach, frequent lifting of 1-10lbs, occasional lifting of up to 50lbs, ability to see and read fine print, must be able to distinguish and count currency.
• Job may require working evenings and Saturdays. The job may require local travel between branches or offsite travel for training.