Help Desk Administrator

enVistaIT & Cybersecurity 3-5 Years

Job Description

enVista is a leading global consulting and software solutions firm enabling enterprise commerce for the world’s leading manufacturers, distributors, and omnichannel retailers. enVista is uniquely positioned in optimizing supply chains by driving cost savings and unifying commerce to drive customer engagement and revenue. enVista’s ability to consult, implement, and operate across supply chain, transportation, IT, enterprise business solutions, and omnichannel allows mid-market and Fortune 100/5000 companies to leverage enVista as a trusted advisor across their entire enterprise.

enVista’s Help Desk Administrator II technicians are our Tier 2 technicians on our End-User Computing team. They work to service requests that are more challenging than requests that can be resolved within a very short period of time. This position provides first-level remote technical support for service requests. These team members address support requests related to End User Computing (workstations, printer, & mobile devices)

Key Responsibilities:
Interact with customers in response to inquiries, concerns, and requests about products and services
Gather customer/client information and determine the issue by analyzing the symptoms
Provide technical assistance with computer hardware and software, including but not limited to internet connectivity, email, application errors, and more
Resolve issues for clients via phone, or electronically via email or chat
Manage tickets received to ensure tickets have required information
Ability to escalate tickets as needed while providing great customer service
Ability to track your time in a ticketing system
Research using available resources, including internal database systems
Complete required training to stay current with system information, changes, and updates
Exemplary attendance and punctuality
Mentor entry-level Help Desk support staff

Skills and Experience Needed:
3+ years of experience End User Computing or similar
Bachelor’s degree or related experience
Microsoft O365 and Active Directory advanced experience (required)
Windows 2012+ entry level experience (preferred)
Excellent communication and listening skills and a desire to help people
General business acumen that allows you to understand priorities and client risk
Proper phone etiquette, including using client verbiage and positive positioning
Ability to multitask between customer calls and logging of case notes
Skilled at responding to multiple chat conversations simultaneously, including messages from your team, leadership, and support groups.
Experience with enterprise technology
Ability to adjust to constantly changing technology, processes, and team structures
Openness to constructive coaching and ability to implement performance objectives
Ability to empathize with customers

Benefits of Joining enVista:
Comprehensive benefits package includes major medical, dental, vision, and more
Join a high-performance team with a great reputation for building elegant solutions for some of the largest and most well-known companies in the country
Get training and continued certification support, and a career path

Posted On

June 4, 2021