Help Desk Administrator

Serves as the first point of contact for the IT department and provides quality customer service to end users. The Helpdesk administrator is responsible for meeting IT SLA guidelines for end user contact and issue resolution. Escalates unresolved issues to next level support if first-contact remote support, over the phone or other methods, was not successful.

Serves as liaison between the end user and the IT department with the main focus on customer satisfaction and timely issue resolution. This position is responsible for documentation of all end user issues and request in the ticketing system.