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Careers
Help Desk Administrator
- Job Title
- Help Desk Administrator
- Job ID
- 27711563
- Work From Home
- Yes
- Work Remote
- Yes
- Location
- Syracuse, NY 13202
- Other Location
- Description
-
Job Title: Help Desk Administrator
Company Name: CCMR3
Location: Remote
Job Type: Full-Time
About Us
CCMR3 is at the forefront of changing the way people think about accounts receivable.
We focus on partnership and deliver an empathetic, people-first approach in every client interaction.
We’re seeking individuals who are innovative and who are relentlessly dedicated to the success of our clients and our team. As we redefine the accounts receivable industry, we’re excited to have top talent like you join our team to help us meet and exceed goals.
At CCMR3, we’re a team of dedicated professionals who challenge and support one another. Our open office environment is welcoming and encourages collaboration and idea sharing. The hard work of our team is recognized and rewarded and CCMR3 leadership is devoted to investing in the growth of our most important asset, our people.Job Summary
We are seeking a dedicated and customer-focused Help Desk Administrator to provide technical support and assistance to our internal users. The ideal candidate will have excellent communication skills, a strong technical background, and a passion for helping others resolve IT-related issues. As a Help Desk Administrator, you will play a crucial role in ensuring the smooth operation of our organization's technology environment and maintaining high levels of user satisfaction.Responsibilities
- Serve as the first point of contact for all IT-related inquiries and issues from internal users via various communication channels, including phone, email, and ticketing system.
- Provide timely and courteous assistance, troubleshooting, and problem-solving to resolve hardware, software, network, and connectivity issues.
- Guide users through problem resolution steps and provide clear instructions.
- Create, track, and manage support tickets using the designated ticketing system.
- Prioritize and escalate tickets as needed to ensure efficient issue resolution and user satisfaction.
- Maintain accurate and detailed records of support interactions and resolutions.
- Diagnose and resolve technical problems related to desktops, laptops, mobile devices, printers, peripherals, and other IT equipment.
- Assist users with software installations, updates, and configurations.
- Reset user passwords and manage account access to various systems and applications.
- Ensure compliance with security policies and procedures during password resets and account management.
- Contribute to the creation and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and user manuals.
- Provide input to improve the efficiency and effectiveness of the help desk operations.
- Use remote assistance tools to provide off-site support to users and resolve issues remotely when possible.
- Assist in training users on basic IT procedures, such as software usage and best practices for security and data protection.
- Collaborate with other IT team members to escalate and resolve complex technical issues.
- Provide feedback to IT teams regarding recurring or widespread issues to improve overall system stability.
Qualifications
- High school diploma or equivalent; relevant certifications or technical education is a plus.
- Proven experience in a help desk or technical support role.
- Strong knowledge of Windows and macOS operating systems, Microsoft Office suite, and common business applications.
- Familiarity with remote support tools and ticketing systems, specifically JIRA
- Excellent communication skills and ability to translate technical jargon into user-friendly language.
- Strong problem-solving skills and a patient, customer-focused approach.
- Basic understanding of network concepts and connectivity troubleshooting.
- IT certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator, or equivalent are desirable.
- Experience managing Azure Virtual Desktop environments a plus
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