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Helpdesk Administrator

Due to our consistent year on year growth, MRP in partnership with Servicorp has an immediate opening for a Helpdesk Administrator.

Our ideal candidate will have a degree in information technology and be certified in administering Linux and Microsoft technologies. The candidate should also have over 2 years of experience working in a similar capacity. This position will initially operate a variable work schedule. 

Essential Functions

Within this role you will work within a team capacity and have individual responsibilities. The below describes the primary functions but should not be considered an exhaustive list of job duties and responsibilities for the role.

• Provide Tier 1 & Tier 2 technical Support to end-users located on-site and remote
• Create standard equipment maintenance schedules, and performs preventative maintenance as required
• Perform new employee onboarding and orientation as it pertains to IT equipment and software
• Provide remote device support to employees, as needed
• Create and use equipment inventory control methodologies to track PCs, laptops, other IT equipment and software
• Strong knowledge of computer hardware, components, and the ability to diagnose and replace system components such as SSDs, RAM, Motherboard, fans, and other replaceable parts.
• Maintain and create user accounts in Active Directory using Powershell
• Acknowledge and respond to all assigned service tickets within the defined SLA. Update and close tickets upon resolution in accordance with established ticket management procedures.
• Knowledge of administering Linux based VOIP telephony solution i.e. Asterisk
• Ensure critical applications are updated and functioning correctly
• Troubleshoot on moderately complex network and telephony problems
• Prepare and deploy new computer equipment to staff
• Administer and support o365 applications
• Working knowledge and experience with Veeam backup, Microsoft defender anti-virus and endpoint protection
• Install, configure and test computer-related equipment

Required Experience

• 1-year experience with Powershell
• Strong break/fix experience with laptops/desktops etc.
• 2-3 years administering Linux environment
• 1-2 years administering Active Directory Environment
• 1-2 years Exchange/o365 experience
• 1-2 years of IT Helpdesk & user support in a fast-growing environment

• Ability to manage multiple priorities. (Multi-tasking)
• Handling or assisting in equipment moves, deployment, equipment tracking, requisitions, and/or RMAs.
• Friendly and professional demeanor coupled with excellent verbal and written communication skills.

Desired Experience

• AWS support experience
• Problem analysis and problem solving
• Adaptability
• Cisco Call Manager experience and troubleshooting
• Be punctual and reliable
• Outstanding customer service skills, always maintaining a pleasant and professional demeanor

Educational & Certification Requirements

• Bachelor’s degree in information technology or equivalent experience
• MCSA preferred, but not mandatory
• Linux server certification preferred but no mandatory

 Language/Communication Skills

• Ability to effectively communicate orally and in writing in the English language with all levels of staff; Strong ability to present and explain technical information to a non-technical audience.
• Effectively presentation of information, and respond to questions from groups of managers, clients, customers
• Strong time management and organizational skills
• Maintain a regular and predictable work schedule.
• Ability to take direction, work well as part of a team, and work independently when needed. Ability to adjust to and maintain a fast-paced workflow
• Basic ability to communicate in Portuguese but not mandatory