IT Helpdesk Admin

The hiring manager doesn't want a very senior candidate , 10 to 12 Years of experience or less is fine even 2 years is fine. Thank you

Update: Please see that for every position candidates should have the REQUIRED SKILLS in their current / recent project, for this role it will be OKTA and Google workspace in recent project so kindly update resume and send me. Thank You

Hello and Good Afternoon,

Kindly help me with the job requirement, I am the only person working on this role, kindly send on this one by tonight would be great. Thank you

My first preference is onsite in Vienna, VA every day. Second is On-Site 3 days a week + Off-Site 2 days a week.

Tweaked a bit..

Attached candidate is not working out. Target Jr. folks Mid-Sr. honestly prob won't work. Environment is unorganized, so flexibility is important, they are working on this. Great Customer service, someone from a Call Center Environment with any experience with Okta and Google Workspace.

I would like to start lining up candidates ASAP for Trevor's replacement. The sooner the better.

We discussed some key criteria that I would like to see in this next candidate:

1. Experience with Okta

2. Experience with Google Workspace

3. Excellent Customer Service Skills

4. Go-Getter with a positive and friendly attitude

5. Excellent communications skills (written and verbal)

6. Call Center Experience (optional)

Client: Urgently

Position: IT Helpdesk

Location: Hybrid Role in Vienna VA / Tysons VA Westwood Center Drive (2 to 3 days a week on site, Metro accessible , parking garage)

Work Auth: US/GC

Duration: C2H

• Max Pay Rate (C2C): $32.00 on w2

Salary Conversion: $70k

Background check?: Yes

Vaccination required?: No

Interview Process/# of Rounds: 2 Rounds 30 min screen > Technical Panel > Offer

Top 3 Skills:

1. Hands on experience with OKTA admin and Google Workspace
2. Hands on experience Microsoft OS and Apple IOS desktop services
3. Hands on experience desktop imaging; creating, modifying, and deleting user accounts, groups, and permissions
4. Strong Communication

Hiring Manager (for entry into CRM): Steve Hydock

Additional Notes:

• Ideal candidate comes from high-paced start-up type environment; doesn't want someone from Large IT org
• Urgently IT was a one person shop prior to Steve joining 3 months ago.
• Currently no ticketing system-goal in the next year is to move to active directory
• Everything is based on SaaS solutions (~ dif SaaS tools) and integrate those solutions into Okta-single sign on
• Steve is all about empowering people; opportunities to grow, but wants a go getter with great communication NO passive responsibility people not looking for someone from a big org

Why the role is open: Team is growing

IT Service Desk Administrator

Scorecard

Your mission: Your mission is to be a high-energy, motivated, and passionate Helpdesk Administrator on our Corporate IT team. You mission will be facilitating our employees IT requests and assisting with incident resolution in a fast-paced and positive culture. In addition to being a reliable executor, you will be tasked with prioritizing requests and incidents, assisting with onboarding and offboarding IT needs, responding to technical inquiries from employees who use Microsoft and Apple desktop operating systems, troubleshooting issues related to applications and operating systems, assisting with end device application deployments, creating and deleting user accounts, and enhancing standard operating procedures.

Your legacy: You worked in a fast-paced environment where each day presents itself with different technical challenges and new opportunities. While at Urgently your commitment to professionalism, development and attention to detail served you well. The support and admiration from your talented and fun-loving teammates made work not seem like work. The technical challenges you solved made a positive impact in our growing organization. The systems, devices, applications, and endeavors that you worked on were all resolved quickly. The employees and contractors that you helped and supported cannot thank you enough for your support. In the end, your enthusiastic energy, positive attitude, and love for IT made a huge difference for our organization. The co-workers on your team think you are very hard worker who is detail oriented, friendly, flexible, customer service focused, and really appreciate you going out of your way to help the team.

Reports to: Manager of IT

Identify Interview Team: Steve Hydock, Seth Haberman, and Jason Owens

Location: Vienna, VA or Remote

Salaried or Hourly: Contract to hire

WHAT YOU'LL BE RESPONSIBLE FOR (OUTCOMES)

WHO YOU ARE (COMPETENCIES)

First 1 month:

• Acclimate yourself with our existing IT environment, Desktop implementations, and current IT environment.
• Review existing IT policies, procedures, standards, and documentation that apply to desktop operating systems, our support efforts for onboarding new and offboarding former employees. Assist with the troubleshooting of IT Assets and applications.
• Shadow the existing service desk employees.
• Install applications on laptops as needed.
• Assist the IT Asset Management Specialist and Desktop Administrator as needed.

2-6 months:

• Collaborate with the Director IT and Security, the Senior Service Desk Administrator, the Saas Systems Administrator, and other IT Department peers to create or enhance IT Service Desk procedures and documentation pertaining to end user device deployments, configurations, support, and maintenance.
• Execute on any technology changes in our environment.
• Participate in IT troubleshooting sessions with other department members.
• Participate in IT projects and initiatives.
• Self-engage in diagnosing and corrective actions for end user device related failures with a sense of urgency.
• Participate in the change management process.

Ongoing:

• Maintain excellent communication, documentation, and presentation skills
• Strong ability to collaborate with cross-functional teams and vendors.
• Maintain a deep understanding of how to prioritize tasks and stay organized.
• Pivot quickly and adapt to change rapidly.
• Demonstrate advanced problem-solving skills for Windows-based and Apple IOS end user device systems.
• Respond to incidents with a sense of urgency when needed.
• Resolve all service desk tickets within the specified SLA.
• Perform day-to-day end user support and application administration as needed.
• Utilize our internal Identity and Access Management (IAM) tools to create. modify, or delete end users as necessary.
• Act as the technical IT liaison to other teams who are looking to integrate their tools onto end user devices.
• Identify opportunities for automated tasks and workflows using scripts.
• Independently identify opportunities for improvement across our IT organization.
• Be the technical resource on our service desk team for all IT related requests and incidents.
• Author technical documentation, knowledgebase articles, and IT procedures.
• Implement end user device patches, upgrades, and enhancements as needed.
• Collaborate with the IT Asset Management Specialist to maintain an up-to-date IT Asset inventory or order new IT devices, licenses, software, or peripherals

Industry Experience:

• You have 2-5 years of experience in providing service desk or helpdesk support in a complex, remote worker, cloud-based computing environment.
• A demonstrated strong work ethic.
• 2-5 years experience supporting, managing, and maintaining Microsoft Windows OS and Apple IOS desktop devices.
• 2+ years of helpdesk or Service desk administration
• 1+ years of experience supporting call center employees.

Technical Skills Required:

• 2+ years of Apple IOS and Microsoft Windows OS based laptop troubleshooting and support.
• 1+ years supporting Okta users
• 1+ years experience with Google Workspace.
• 1+ years experience with Office365.
• 1+ creating, modifying, and deleting user accounts, groups, and permissions.

Other Skills:

• You are a self-starter and don't wait to be told what to do You take the bull by the horns and bring potential solutions with you whenever you face a challenge.
• You have a strong troubleshooting and problem-solving mindset that helps you to proactively identify issues and recommend. mitigate, or remediate issues.
• You have experience working with both technical and non-technical users
• You possess excellent written and verbal skills
• You are a multi-tasker. You are able to manage and organize many workstreams simultaneously with frequent interruptions while still keeping the ball rolling.
• You are positive person who loves to solve technology challenges.
• You have worked in a call center environment or supported users who work in a call center.
• You are detail oriented, flexible, friendly and helpful

Nice to have skills:

• Windows 11 experience
• Linux experience (Apple IOS)
• Active Directory or Okta administration experience
• ITSM and ITIL Certification
• Industry Certifications from one or more of the following vendors:
  • Microsoft
  • Apple
  • AWS