• Desktop Administrator

    ID
    2020-3572
    Pos. Category
    Information Technology
    Location : City
    Salt Lake City
    Location : State/Province
    UT
    Created Date
    1/6/2020
    Type
    Regular Full-Time
  • Overview

    Based in Utah, Idaho, and Arizona, Progrexion leads the credit repair industry with groundbreaking technologies and services that help consumers access and understand information contained in their credit reports, verify whether that information is fair, accurate and substantiated, and correct inaccuracies with individual creditors, other data furnishers and the national credit bureaus.  Progrexion technology and services are used by Lexington Law, an independently-operated law firm, and CreditRepair.com, its wholly-owned subsidiary. 

     

    Duties include but are not limited to:

    • Reporting directly to the TSS director and to the IT operations leadership team
    • Act as an escalation point for advanced or difficult help requests
    • Record, track and document the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
    • Troubleshoot and resolve problems using diagnostic utilities, software updates, drivers, and knowledge bases
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
    • Help audit, improve, and document processes and procedures
    • Provide technical training and coaching to Help Desk level 1,2 and 3 technicians
    • Develop help sheets and FAQ lists for end users
    • Collaborating with Help Desk Managerial team to reinforce SLAs to manage end-user expectations
    • Work closely with Help Desk Managerial team with all the IT Vendors to request service regarding defective products
    • Design and prepare statistical, KPI & Metric, reporting to monitor and improve Help Desk performance
    • Identify where automation would provide business benefit and define processes for this automation
    • Advanced Active Directory and Exchange user management. Creation and management of AD GPO’s, group management and AD user and group structure design and management
    • File server and file share management for domain and DFS file servers
    • Application management for SCCM, Exchange, RSA, Service Desk, Skype for Business, and other critical desktop systems
    • Citrix server endpoint administration. Users, Virtual desktop and servers. This will cover Provisioning, XenApp and XenDesktop
    • Primary PoC between TSS and the Infrastructure administration team
    • Supporting the other team members where applicable with general user support
    • Ability to learn a new process or system with minimal input from leadership or other support teams
    • In-depth experience of PowerShell or other scripting languages
    • In-depth knowledge of Microsoft Server 2012 or newer
    • Knowledge of VMWare virtualization processes and systems

    Qualifications

    • Associate's degree or equivalent from two-year College or technical school; or 5 years or more related experience and/or training; or equivalent combination of education or experience
    • Minimum of 5 years’ experience as a desktop support technician
    • Troubleshoot and resolve problems using diagnostic utilities, software updates, drivers, and knowledge bases
    • In depth knowledge of Active Directory administration such as group policy configuration, user and group management
    • Detailed knowledge of Microsoft DHCP and DNS
    • Antivirus management
    • Remote system management, SCCM, Jamf, LanDesk or equivalent
    • Be able to provide coaching and training to all other support technicians
    • Excellent analytical and troubleshooting skills across a wide range of computing issues
    • Excellent interpersonal and customer service skills
    • Strong verbal and written communication skills
    • Must be highly self-motivated and directed
    • Ability to self-manage and prioritize workload
    • Ability to balance team and individual responsibilities
    • Ability to absorb and retain information quickly
    • Ability to present ideas in user-friendly, business-friendly and technical language
    • Strong attention to detail
    • Ability to effectively prioritize and execute tasks in a high-pressure environment
    • Experience working in a team-oriented, collaborative environment
    • Vendor certification from CompTIA, Microsoft or equivalent

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