Desktop Administrator

Job Title: Desktop Administrator
Reports to: IT Team Leader

JOB PURPOSE:
This position provides Incident Management Level ‎1 support to include incident
identification and resolution and is responsible for providing technical
support and maintenance for all desktops and applications in the designated
site and implementing systems security and policies.
RESPONSIBILITIES:

• Provides desktop and End User Support to ensure accessibility of client tools and applications


• Responsible for incident identification and resolution for level I issues. The SDA will escalate to the TL relating to desktops (PCs, Laptops) or the SDC and SSA for Level II support. The SDA will work closely with the SDC and SSA throughout all incidents


• Responsible for supporting all facets of desktop administration (logins, passwords, etc.) patching (anti-virus and OS patches) at local site.


• Complete Daily, Weekly and Monthly checklists accurately and in a timely manner


• Responsible for adds, moves and changes of all users of the local center.


• Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with Sykes standards


• Responsible for IT asset inventory and disposal in accordance with Sykes standards


• Assist and act as remote hands and eyes while troubleshooting issues with remote engineers


• Act as the facilities back-up for Power Infrastructure (Generator, UPS, HVAC)


• 24x7x365 availability to support end users on an as-needed basis.


• Serve as the primary IT point of contact for the Site needs relative to site IT need, issues, etc.
  QUALIFICATIONS and EXPERIENCE:


• Bachelor's degree; strictly in Information Technology, Computer Science or Computer Engineering.


• ‎1 to ‎4 years relevant experience.


• Excellent understanding of Windows client operating systems.


• Very good knowledge of Microsoft Office ‎2013/‎2016/O365.


• Good understanding of Windows server and patching requirements.


• Knowledge of Windows servers; DHCP, DNS, Active Directory Users and Computers, OUs, Groups …etc.


• MCSE and CCNA knowledge is desired; certificates are preferred.


• Good background about networks (LAN and WAN networks fundamentals, and Switching, routing, wireless … etc.). with basic knowledge of TCP/IP.


• Good knowledge of proxy servers.


• Background of Microsoft SharePoint ‎2013 is a plus.


• Knowledge of Backup and restore is a plus.


• Basic understanding of Virtualization (VMWare).


• Knowledge of Apple products (iMac, MacBook, iPods, iPad…etc.)


• Strong analytical, diagnostic and problem-solving skills.


• Strong written and verbal communication skills.


• Reporting and documentation skills.


• Able to operate effectively in an environment with both technical and non-technical team members.


• Able to operate with minimal supervision.


• Able to manage time effectively and set priorities appropriately.

LANGUAGE SKILLS

English: very good; written and spoken.

ETHICS COMPLIANCE
SYKES is firmly committed to conducting business in compliance with the letter
and spirit of the law and other accepted standards of business conduct as
reflected in the company's policies. Employees are encouraged to observe the
highest standards of professionalism at all times and are expected to adhere
to SYKES policies on ethics and integrity.