HelpDesk Admin

Job Title

Help Desk Admin

Division

Technology

Location

Remote or Hybrid in Syracuse, NY

Join our dynamic team at CCMR3, where we specialize in providing exceptional debt recovery solutions while prioritizing empathy and integrity. As a leading firm in the industry, we are committed to upholding the highest standards of ethical conduct while delivering results for our clients. We are currently seeking talented individuals to join our dynamic team and contribute to our mission of changing the face of the Debt Recovery industry through our Rethink, Reimagine, and Recover philosophy. If you are driven, innovative, and thrive in a fast-paced environment, we invite you to explore the opportunities available with us.

Job Description

We are seeking a dedicated and customer-focused Help Desk Administrator to provide technical support and assistance to our internal users. The ideal candidate will have excellent communication skills, a strong technical background, and a passion for helping others resolve IT-related issues. As a Help Desk Administrator, you will play a crucial role in ensuring the smooth operation of our organization's technology environment and maintaining high levels of user satisfaction.

Position Responsibilities:

Responsibilities may include, but are not limited to

·      Act as the first point of contact for all IT-related inquiries from internal users via phone, email, and ticketing systems.

·      Utilize JIRA to log, track, prioritize, and resolve IT support tickets, ensuring timely escalation when necessary.

·      Provide prompt, courteous assistance to troubleshoot and resolve hardware, software, network, and connectivity issues.

·      Guide users through problem resolution steps with clear, user-friendly instructions.

·      Diagnose and resolve issues with desktops, laptops, mobile devices, printers, and peripherals.

·      Assist users with software installations, updates, and configurations.

·      Perform password resets and manage account access securely.

·      Contribute to knowledge base articles, FAQs, and troubleshooting guides.

·      Use remote assistance tools to provide off-site support when needed.

·      Educate users on IT best practices, including security and data protection.

·      Collaborate with IT team members to resolve complex issues and improve processes.

·      Provide feedback on recurring technical issues to enhance system stability.

Required Qualifications:

·      High school diploma or equivalent required; associate degree or technical certifications preferred.

·      Previous customer service or IT support experience preferred, but not required. Training provided.

·      Familiarity with Windows and macOS operating systems, Microsoft Office, and common business applications.

·      Experience utilizing JIRA or similar ticketing systems (e.g., ServiceNow, Zendesk) for IT support management.

·      Basic understanding of networking concepts and troubleshooting.

·      Certifications such as CompTIA A+ are a plus, with a willingness to continuously learn and develop technical skills.

·      Strong problem-solving skills with a customer-focused approach.

·      Ability to communicate technical concepts in a clear, user-friendly manner.

·      Exposure to Azure Virtual Desktop environments is a plus.

·      Comfortable working in a fast-paced environment where priorities may shift quickly.

·      Ability to remain organized and adaptable while maintaining a professional and positive attitude.

In joining our team at CCMR3, you'll have the chance to make a real difference in people's lives while advancing your career in a supportive and rewarding environment. We are second to none with competitive compensation packages, comprehensive and continuous education, and opportunities for professional growth. If you're ready to join a company that values integrity, teamwork, and results-driven performance, apply today and embark on a fulfilling journey with us as we work together to help individuals navigate their financial challenges.