Help Desk Administrator

Job Title: Help Desk Administrator

Location: Westfield, IN

Job Type: Hybrid & Remote (Full-Time)

About the Job:

We are seeking a motivated and detail-oriented Help Desk Administrator to provide first-level technical support for end users, ensuring reliable access to IT systems, hardware, software, and network resources. The ideal candidate will have experience troubleshooting technical issues, managing help desk tickets, supporting hardware deployments, and delivering excellent customer service while collaborating with IT teams on infrastructure and technology initiatives.

Key Responsibilities:

Serve as the primary point of contact for end-user technical support involving hardware, software, operating systems, networking, and related IT equipment.

Respond to, troubleshoot, and resolve Help Desk tickets while meeting established Service Level Agreements (SLAs).

Track, document, and update support requests from initiation through resolution.

Install, configure, maintain, and upgrade desktop computers, laptops, operating systems, and software applications.

Perform PC imaging, deployment, and replacement for end users.

Troubleshoot Windows operating systems, desktop applications, and hardware issues.

Coordinate with third-party vendors and Internet Service Providers (ISPs) to resolve infrastructure-related issues.

Create and maintain technical documentation, user guides, and support procedures.

Monitor system performance and generate reports when required.

Assist with IT infrastructure projects, technology rollouts, and process improvements.

Support remote users through phone, email, and remote access tools.

Provide occasional after-hours or on-call support for critical system issues and business needs.

Collaborate with cross-functional teams to support business technology initiatives.

Required Qualifications:

Associate's degree or higher in Information Technology, Computer Science, or a related field.

Minimum of 2 years of Help Desk, Desktop Support, or Technical Support experience.

Strong troubleshooting and analytical problem-solving skills.

Experience supporting Microsoft Windows operating systems and desktop environments.

Ability to install, configure, and troubleshoot computer hardware and software.

Experience with Help Desk ticketing systems and documentation.

Excellent written and verbal communication skills.

Strong customer service and interpersonal skills.

Ability to prioritize multiple tasks in a fast-paced environment.

Experience providing remote technical support.

Preferred Qualifications:

Knowledge of networking fundamentals, wireless technologies, and computer hardware.

Experience supporting barcode scanners, label printers, LaserJet printers, and IoT devices.

Manufacturing industry experience is a plus.

Industry certifications such as CompTIA A+, Network+, or equivalent.

Technical Skills:

Microsoft Windows

Active Directory

Help Desk Ticketing Systems

Desktop & Laptop Support

PC Imaging & Deployment

Hardware & Software Troubleshooting

Remote Support

Networking Fundamentals

Wireless Networking

Microsoft Office

IT Documentation

Printer & Peripheral Support

System Maintenance

Soft Skills:

Excellent customer service

Strong communication skills

Problem-solving

Analytical thinking

Attention to detail

Time management

Organization

Multitasking

Team collaboration

Adaptability

Work Environment:

Office-based environment with occasional work in warehouse, production, and server room settings.

Requires occasional lifting of up to 50 lbs.

May require after-hours support and participation in an on-call rotation.

Occasional travel may be required.

Hybrid or remote work options may be available based on business needs.