Officer, Senior Help Desk Specialist
Current• System administrator and lead technician for Help Desk related software. All planning, testing, coordination and implementation of any needed upgrades, updates or configuration changes including server and database maintenance. Customization of system as needed to enhance user experience (end user or technician). Data analysis and identify process improvements for Help Desk and IT department, all related documentation and procedures. All written correspondence from Help Desk to end users. Monthly reporting to management.• Take user calls and emails, assisting where possible and logging ticket to appropriate area when needed. First level response for user issues, escalating as needed. Identify trends and work with appropriate IT staff to mitigate risk.• Perform user maintenance across 17 applications, including Active Directory: creation of ID's, password resets, terminations and all related procedures.• Conduct technical orientation class for all new hires corporate-wide.• Maintain fleet of 450+ corporate cell phones across all lines of business. Participate in testing of new devices, coordinate ordering and deployment of purchased devices, maintenance of individual line contracts and billing. Coordinate with carriers, vendors and associates to troubleshoot issues as needed. Provide monthly reporting to senior management and executives.• Maintain and inventory fleet of 60+ document scanners; some minor repair work as needed. Work with JFG personnel and hardware vendors to troubleshoot problems.• Oversee and maintain corporate-wide knowledge base intranet site, including writing of documentation, testing and needed updates.• Disaster recovery planning, testing and implementation for Help Desk software.
