IT Helpdesk Administrator

The Helpdesk Administrator reports to the Technology Manager to provide technical support for the company. This position will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting IT on other initiatives. The Helpdesk Administrator will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include end user support, license tracking, and performing PC maintenance, upgrades and configurations. Work performed and composed of a variety of different tasks, calling for use of judgment and compliance with policies and procedures. Must be a self-starter and able to work independently. Requires excellent interpersonal skills and computer literacy. Manages a number of requests at one time and may be interrupted frequently to meet the needs and requests of employees.

Main Job Duties And Responsibilities

• Respond to requests for technical assistance in person, via phone, chat or email
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise users on appropriate action to resolve problems
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Follow up with customers and users to ensure complete resolution of issues
• Redirect issues to the correct resource as needed
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates
• Continual process improvement
• Install and configure PCs, laptops, phones and other equipment as required
• Install and configure software and applications as required
• IT support for onboarding/offboarding employees
• Responsible for systems backups and off-site data storage management
• Apply systems security best practices – patching, configuration, monitoring and response
• Assist with Critical Infrastructure Protection systems patching/baselining/evidence collection and documentation
• Create/update training manuals for new and revised software and hardware
• Limited after-hours support as required
• Other duties as assigned

Education And Experience

• Bachelor’s degree preferred
• Knowledge of fundamental operations of relevant software, hardware and other equipment; extensive functional and troubleshooting experience with Active Directory, Microsoft Windows and Server, Microsoft Office365 (Word, Excel, Outlook, PowerPoint, etc.), Adobe Acrobat DC.
• Knowledge and experience with customer service best practices
• Related experience and training in troubleshooting and providing help desk support

Key Competencies

• Strong oral and written communication skills, including documentation
• Fast, constant learner
• Self-motivated
• Fanatical attention to detail
• Able to work independently and efficiently without constant supervision
• Strong problem analysis/troubleshooting/problem-solving skills
• Desire to “own” the position
• Customer service orientation
• Adaptability
• Team interaction
• Planning and organization

Why work at Wind Energy Transmission Texas (WETT)

Benefits

We offer an opportunity to be an integral part of a company that eagerly pursues to provide Texans with the best energy transmission value and service available by delivering clean, renewable energy. Benefits of being an employee of WETT; include, but are not limited to the following:

• Annual Salary will be based on experience and credentials
• Generous paid time off (PTO), holidays, and many more
• Great health and wellness benefits including parental leave
• Matching 401k
• Collaborative team approach environment

Only resumes that meet qualification requirements will be reviewed.