Associate Desktop Administrator

Job Summary

The Associate Desktop Administrator performs 2nd level end user support for hardware, software, IT systems and Audio/Video equipment for the Hillman Group Corporate, Distribution Center, Warehouse and remote employees in the US and Canada.

Essential Job Functions *

• Provides 2nd level Deskside support and resolves problems to the end user’s satisfaction.
• Monitors and responds quickly and effectively to requests received through the IT Service Portal.
• Monitors the queue and processes tickets first-in first-out based on priority.
• Provides technical support for hardware, software, and systems.
• Provides feedback on company products, processes and/or procedures.
• Analyzes problems by using automated diagnostic programs.
• Assists with on-boarding hardware deployment services for new users.
• Meets all established IT Service Desk Service Level Agreements (SLAs).
• Adheres to all IT processes and procedures.
• Assists in documenting internal procedures.
• Configures and deploys end user hardware devices.
• Provides hands-on White glove VIP support for C-Suite executive leadership staff.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Bachelor’s Degree in information systems or a combination of education and equivalent experience is required.

Competencies – Knowledge, Skills, and Abilities

• Excellent organizational skills
• Must have excellent problem solving, troubleshooting and analytical competence
• Excellent time management skills: ability to correctly prioritize and multi-task in a fast-paced environment with multiple deadlines is essential
• Excellent customer service 
• Excellent written and verbal communication skill

Operational Equipment

• Computer