IT Help Desk Admin

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Job description

IT Help Desk Administrator

Reports to: IT Manager

Location: Las Vegas, NV

Job Summary:

The IT Help Desk Administrator at Wecom Fiber plays a critical role in providing technical support, troubleshooting IT issues, and ensuring smooth operations within the telecommunications and fiber industry. Your expertise in IT support, customer service, and technical problem-solving is essential for maintaining efficient IT services at Wecom Fiber.

Key Responsibilities:

• Provide technical support to end-users, resolving IT issues, and inquiries related to hardware, software, and network connectivity promptly and effectively.
• Manage help desk tickets, prioritize tasks, and escalate complex issues to appropriate IT teams to ensure timely resolution and user satisfaction.
• Install, configure, and maintain IT equipment, including computers, peripherals, and network devices, to support user productivity and operational efficiency.
• Troubleshoot IT problems, perform diagnostics, and implement solutions to address technical issues, minimize downtime, and maintain IT infrastructure stability.
• Assist in software installations, updates, and patches, ensuring compatibility, security, and optimal performance of IT systems and applications.
• Document IT support processes, resolutions, and user interactions, maintaining accurate records and knowledge base articles for future reference and training.
• Collaborate with IT teams, vendors, and providers to address telecommunications and fiber IT requirements, coordinate IT projects, and support IT initiatives.
• Configure and troubleshoot hardware, such as routers, switches, firewalls, and access points, to ensure network connectivity and performance.
• Monitor network systems, diagnose network issues, and implement telecommunications and fiber-specific solutions to optimize network operations and reliability.
• Assist in IT security measures, including access controls, malware protection, and data backup protocols, to safeguard IT assets and ensure data integrity.
• Utilize IT tools, remote support software, and network monitoring systems to address IT incidents, perform IT diagnostics, and resolve telecommunications and fiber-related technical problems.
• Support IT system upgrades, migrations, and deployments, following IT best practices, telecommunications and fiber industry standards, and change management procedures.
• Stay informed about IT trends, emerging technologies, and IT best practices to enhance telecommunications and fiber IT knowledge, skills, and support capabilities.

Qualifications:

• Associate degree in Information Technology, Computer Science, or a related field; or 2+ years of experience as an IT Help Desk Administrator in the telecommunications and fiber industry.
• Strong technical knowledge of IT systems, telecommunications and fiber infrastructure, and network technologies specific to the telecommunications and fiber industry.
• Excellent customer service, communication, and problem-solving skills to support end-users, address IT issues, and collaborate with IT teams and telecommunications and fiber stakeholders effectively.
• Proficiency in IT help desk software, ticketing systems, and remote support tools tailored to telecommunications and fiber environments to streamline IT support processes.
• Ability to work in a fast-paced telecommunications and fiber IT environment, multitask, prioritize IT tasks, and adapt to changing IT requirements within the telecommunications and fiber industry.
• Certification in IT support, telecommunications, or related areas specific to the telecommunications and fiber industry is advantageous.

NOTE:

Wecom (and its subsidiaries) complies with all Equal Employment Opportunity (EEO). Wecom does not discriminate on the basis of age, race, sex, religion, color, national origin, marital status, genetic information, sexual orientation, gender identity and expression, disability, veteran status, pregnancy status or other status protected by law.

Company benefits subject to change.

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