IT Helpdesk Administrator

PLM Posting#: HR-1405

Position Type: Full Time

The Helpdesk Administrator will help create a user-focused experience for Aras end-users by triaging, categorizing, prioritizing, and assigning incoming helpdesk tickets. In addition, you will provide first level support for our standardized platform of end user computing technology by remediating issues in the user environment serving as the initial technical resource

 This position will report to and work closely with the IT Director to set the standard and guidelines for managing, maintaining, and supporting the Aras user base. The successful candidate will be familiar with typical Helpdesk software and processes and must have excellent organization and time management skills along with the ability to communicate effectively with stakeholders who have varying degrees of comfort using technology. Moreover, the candidate must enjoy providing support and have experience supporting users onsite and remotely.

 

Responsibilities include but are not limited to

  • Monitor and strong attention to detail with strong oral and written communication skills
  • Respond quickly and effectively to requests received through the IT helpdesk by triaging, categorizing, prioritizing incoming requests
  • Serve as the initial point of contact for IT related issues, troubleshoot and resolve issues by utilizing Standard Operating Procedures.
  • Manage the assignment of issues to completion per service level agreements and escalate as needed
  • Troubleshooting standard computer software and  basic network issues and resolve or assign as needed
  • Utilize and maintain the helpdesk tracking software
  • Assist with the development and maintenance of department standard operating procedures
  • Track and report on open issues and provide regular status updates
  • Demonstrate excellent customer service in providing in-person and phone support of all technology used by all members of the Aras user community
  • Assist with managing and logging of IT inventory and  assets

 

Technical Skills/Experience Requirements

  • 1  year of IT support experience in a user-oriented environment
  • Experience with I.T. helpdesk ticketing systems and processes
  • Some experience with Windows desktop and server software is desired
  • Office 365 knowledge is a plus but not required
     
    Non-Technical Skills / Requirements
  • Associate degree or equivalent technical work experience and certification
  • Strong attention to detail with strong oral and written communication skills
  • Professional appearance and conduct
  • Highly detailed and organized with the ability to prioritize tasks and work independently
  • Customer service oriented with a friendly and energetic personality that works well with others
  • Sound judgment, maturity, and ability to handle sensitive and confidential information with discretion
  • Strong desire to learn new skills
  • Must be able to lift equipment (approx. 30lbs.)Perform other duties as assigned

Aras is an equal opportunity employer.