Help Desk/Support Administrator

Overview:The Support Administrator is responsible for effectively and efficiently managing the field sales force third-party support vendor and the timely resolution of field sales force technology issues and projects. The Support Administrator will act as the primary liaison between third-party support, the Supervisor of IT Support, and the IT organization for day-to-day operations. He/she will facilitate communications with and between the field sales force third-party support vendor and the field sales force to identify, troubleshoot, and resolve technology issues. In addition, he/she will effectively scope, plan, and manage projects pertaining to the sales force, working with all sub-departments of the IT organization. The Support Administrator will work to implement and maintain mechanisms to continually enhance the customer service capabilities as they relate to IT, planning and monitoring projects and issue resolution for his/her user base. He/she will also continuously evaluate and enhance SOPs and Knowledge Bases used for the configuration, support, and troubleshooting of hardware and software used by the Medicis enterprise. This person will deal with technology inquiries and requests received by phone, e-mail, and direct customer contact.

Responsibilities:Coordinate and oversee day-to-day third-party vendor and internal processes and operations to ensure that all user requests and issues are addressed and/or referred to appropriate the parties in order to resolve them with minimal user impact
Log all work requests that are received into the IT help desk tracking system
Scope, plan, and drive projects related to IT Support; monitor progress on project efforts and report status of these on a weekly basis to the Supervisor of IT Support
Provide support (e.g. software/operating system/laptop/PC/PDA) to local and remote users and develop appropriate solutions to challenges
Coordinate communications to and with the Medicis sales force
Research and troubleshoot client support issues and technical problems, develop solutions, and consult with appropriate internal and external technical and service resources for resolution and follow-up
Provide, at designated times, on-call, off-hour, and emergency support
Complete quality reviews of PCs and laptops
Monitor customer equipment while controlling expenses and assuring reliable and timely service to customers
Respond to requests for specific computer equipment; research the best options and make recommendations
This position requires some travel for special projects
Install new client/network applications, as needed
Plan and participate in employee software and hardware training/education
Assist in new user set-up processes

Qualifications:Associates degree is required; BS degree, MCP certification, A+ certification or equivalent is highly preferred
3-5 years experience in the Information Technology support field for a medium to large sized company
2-3 years direct field sales force support experience highly preferred
1-2 years project management experience required

Required Technical Competencies:
Windows 2000, 2003, XP, XP Tablet
Microsoft Office 2000, 2003 Suites
MS Project
VPN / remote access
Imaging (Ghost preferred)
Package creation experience highly preferred (Wise or LANDesk)
Help Desk incident tracking software
Functional knowledge of active directory

Required Non-Technical Competencies:
Superior customer service skills and sense of quality
Excellent organizational, planning, and time management skills
Ability to multi-task / manage multiple projects in a fast-paced environment
Strong interpersonal and verbal and written communication skills
Excellent support and training techniques for end users in a mobile environment
Critical thinking skills with an aptitude for troubleshooting and identifying cause and effect
Resourceful approach to problem solving; does what it takes to get the job done
Ability to rapidly learn new hardware and software applications
Task- and detail-oriented
Team player
Strong sense of urgency and attention to detail; accountable and committed
Ability in meet tight deadlines
Self-guided and -motivated; works with a minimum of supervision
Knowledge of business industry trends and practices