Help Desk Admin

RESPONSIBILITIES:
Kforce has a client that is seeking a Help Desk Admin in Houston, TX.

Summary:
The Help Desk Admin is an IT professional responsible for assisting users with computer hardware and software issues. This role involves responding to user inquiries, managing multiple queues, and assessing problems with IT equipment and applications. The ideal candidate must be customer-oriented and patient when dealing with challenging situations.

Essential Duties/Responsibilities:
* Serve as the first point of contact for all computer hardware, software, and telecommunications issues and requests
* Utilize remote capabilities to assist with troubleshooting
* Provide customer service, help desk, and technical support, including migration, MS Office, and desktop configuration
* Offer desktop site support by determining the best solutions based on customer-provided details
* Resolve issues related to installed computer software
* Troubleshoot printer connection problems
* Maintain support materials by editing, updating, and generating documents for ServiceNow, JIRA Knowledge Article, and IT Service Desk knowledgebase
* Administer Active Directory/Azure, including account creation, shared mailbox creation, security group creation, and file share access
* Perform password resets for various websites and applications
* Document and log incident tickets using the ServiceNow tracking tool
* Provide support for mobile iOS/Android phones and tablets
* Assist with VPN software connection issues
* Create Cisco ISE Vendor VPN accounts
* Manage OKTA accounts and groups
* Support Citrix DaaS/VDI on company-issued and customer-owned devices

Working Conditions:
* Some overtime may be required for special projects
* Travel up to 10%

REQUIREMENTS:
* Experience in troubleshooting hardware, software, and network connectivity issues
* Understanding of technical support practices such as ticket documentation, service level agreements, statistics, and escalation processes
* Possess multi-tasking skills
* Ability to work independently and as part of a team
* Ability to work under pressure while maintaining a customer service attitude
* Self-motivated with attention to detail
* Ability to organize workload, set priorities, and meet deadlines
* Effective communication and interpersonal skills
* Ability to maintain confidentiality of information
* Flexibility to work rotating on-call schedules and backfill for peers when needed
* Ability to work under pressure
* Attention to detail
* Decision-making capabilities
* Time management skills
* Ability to identify process improvements
* Conflict resolution skills
* Ability to redirect problems to appropriate resources
* Leadership qualities
* Adaptability
* Willing to work overtime mornings, afternoons, and weekends

Preferred Qualifications:
* On-prem ADAC/ADUC administration knowledge
* Knowledge of Azure Entra ID, MEM, MIM, and Exchange Admin
* Experience with OKTA support and administration
* Proficiency in Microsoft O365 support
* Familiarity with ServiceNow and JIRA ticketing systems
* SAP support and administration knowledge
* Citrix cloud support and administration expertise
* Support for Windows and Mac operating systems
* Knowledge of iOS and Android
* Cisco ISE support and administration skills
* Mobile Iron MDM knowledge
* Understanding of Windows registry and environment variables
* Experience with Oracle ODBC data source troubleshooting and DSN entry

Physical Requirements:
* Occasionally requires lifting as necessary to perform duties and responsibilities

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.