Help Desk Administrator (50% phone/ 50% hands on) with 1+ yrs IT helpdesk/technical support with experience in Windows, Heat ticketing system, Microsoft Office, Network / Workstation Troubleshooting. They are seeking an enthusiastic individual with excellent organizational and interpersonal skills that can act as a team player for this highly dynamic IT group. This person must be BILINGUAL- ENGLISH and PORTUGEUSE. IF they speak SPANISH it is a plus.

Individual will be the administrative lead for the helpdesk group in support of the user community. The Helpdesk Administrator will provide 1st level resolution of technical problems in support of applications and systems. Must possess superior customer service, communication and interpersonal skills. Highly administrative individual with the ability to handle multiple tasks and meet deadlines.

Some experience with network support/troubleshooting is required, as well as, exceptional customer experience. Experience is required for some of the following:

• Network WAN/LAN understanding (TCP/IP)- MUST
• Windows 2000 Server and Workstation- MUST on desktop/ server a +
• Crystal Reports (or some reporting tool)- +
• Excel (for report generation)- +
• Asset Management Tool- +

Responsible for service and support of internal user community

• Tier I support to end users and create trouble-tickets on HEAT
• Diagnose and escalate problems and issues both on the phone and in person
• Works with management to track and create production reports, workflows, processes, SLA's
• Daily, weekly, monthly reporting duties
• Project planning and development
• Work with Help Desk manager in meeting goals and objectives for the Help Desk
• Maintenance and administration of Heat ticketing system (relational database administration, html, asp, sql, Crystal reporting experience highly desirable.)
• Work with various vendors on maintenance contracts, procurement, and warranty/repair

Contact:
TECHNICAL RECRUITER
Julio C. Arnaiz
(305) 640 - 1724
jarnaiz@teksystems.com
TEK Systems