Deployed Services provides an integrated approach for service support to Government programs and other clients. We cultivate a culture of inclusion for all employees that respects their individual strengths, ideas, and skills. At Deployed Services we operate from a place of integrity and hold ourselves accountable. Summary: The Helpdesk Administrator will be responsible for fielding requests for assistance with various computer and mobile systems, software applications, or other technical issues. Responds to queries, runs diagnostics, isolates problems, and implements solutions. This includes the ongoing support to users after they’ve been helped either by answering follow-up questions or helping them learn how to use the system on their own. Also responsible for tracking IT assets (inventory and tracking equipment of computers, mobile phones, tablets, etc.), and managing an asset database. Essential Functions: • Utilizes a ticket management system to record, update and resolve tickets from individuals seeking support • Providing technical support for computer hardware and software issues to internal users in other departments and external clients such as customers or vendors • Responding to questions about technical issues related to products or services offered by the company • Required to set up corporate office equipment or coordinate the required equipment installation as required • Maintain all current and future acquired business operating equipment (Examples: phones, tablets, laptops, desktop, etc. – list is not all inclusive) • Prepare and maintain tracking process for all equipment assigned to users to include, equipment purchased, equipment assigned, and equipment returned • Track all equipment assigned by location to include all repairs required and component purchases for repair, such laptop screens. The intent is to track the cost of repair vs new purchase • Maintain data of equipment on hand to include age and functionality • Coordinate the purchasing and handoff of equipment post purchase for set up • Coordinate recycling of equipment upon end of lifecycle determination • Wipe & reset electronics that have not yet met lifecycle requirements for reissue • Assist individuals with lifecycle replacements • Coordinate on the purchasing and recommendations of whose devices are nearing end of lifecycle • Recommend to management industry changes in IT and equipment to enhance company productivity • Investigate error codes for software used by Deployed Services • Maintain and develop FAQs, quick start guides, and policies for company personnel • Working with internal teams to identify and implement new technologies that could improve efficiency within the company • Providing training to employees on how to use computer programs effectively or efficiently • Comply with both disaster and business recovery plans (and help define, review and test them) • Identify opportunities and put forward ideas to support cost effectiveness • Performs other related duties as assigned Knowledge and Skills: • Familiar Microsoft Intune enrollment and deployment • Familiar with Mac and PC operating systems, system functions & preferences, file recovery and search • Familiar with Mac and PC computer operating systems and iPhone and Android cellular phones to support system functions & preferences, file recovery and search for any device • Navigate and troubleshoot basic device connections to PCs & Macs, to include laptops, desktops, and tablets. Basic device connections include but are not limited to phones, printers, and tablets. Basic device connection methods include USB, HDMI, DVI, Wi-Fi, & Bluetooth, etc. • Knowledge on how to wipe/factory reset Mac and PC systems and re-install OS • Can remote troubleshoot software issues (Microsoft Office, Teams, Adobe, etc.) working through a screen share • Perform remote logins on employee computers to resolve issues • Demonstrated ability and confidence to make timely decisions and problem solve • Able to manage changing priorities in a fast-paced startup environment and pivot as needed • An intimate understanding of help functions • Exceptional interpersonal skills • Work Autonomously • High-level patience • Availability for support 24/7/365 • Proven ability to prioritize tasks and issues according to the business impact • Good time management skills • Strong organizational and analytical skills • Ability to multi-task and work under pressure • Ability to work autonomously and within team • Flexible and proactive with a "will do” attitude • Takes responsibility and follows through on issues to closure and root cause resolution • Demonstrable desire to achieve Education and Experience: • Bachelor’s degree in Information Technology (or ideally in a related field) required • Note: Relevant professional-level work experience will be considered in lieu of a degree • 3-5 years’ relevant IT experience, including: • Experience with asset management and tracking preferred • Experience with PCs and Macs • Experience providing remote IT support • Proficiency in computers/systems i.e., Microsoft office, Share Point • Ticketing System experience (ManageEngine is a plus) • Hands on experience with Microsoft 365 including AD • Experience troubleshooting in a Mac and Windows enterprise environment • Experience enrolling devices in Apple Business Manager (ABM) • Experience troubleshooting Adobe Creative Cloud • Experience troubleshooting Apple devices in an IOS environment • Must be authorized to work in the U.S. • Must be able to travel within the Continental United States (CONUS) • Must pass a drug test, motor vehicle record check, a background check, and provide proof of being fully vaccinated for Covid-19 after accepting a conditional offer of employment AAP/EEO Statement Deployed Services, LLC is an Equal Opportunity and Affirmative Action Employer and prohibits discrimination and harassment of any type on the basis of actual or perceived race, color, national origin, ancestry, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics ), genetic information, age, marital status, civil union status, sexual orientation, military and veteran status, denial of family and medical care leave, arrest record and/or any other characteristic(s) protected by federal, state or local law. This policy applies to all terms of employment including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, training, compensation, benefits, employee activities, and general treatment during employment. Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.