Help Desk Administrator

General Summary
The Help Desk Administrator works collaboratively with the Support Engineering department and other Technology teams at LAIKA to gather information on, triage, categorize, and prioritize a wide variety of ticketed work. This role is a focal point of communication for technology teams and interfaces with production departments on behalf of the Support Engineering team to resolve high-impact issues and incidents.  

Job Functions 

• Work collaboratively with Support Engineering and other Technology teams to categorize and route work effectively across teams.
• Collaborate with Support Administrators to maintain the team’s ticketed work queue, gathering information, and assessing the impact of new issues.
• Participate in root-cause analysis, identifying emerging patterns in ticketed requests, and establish best practices for common or repeating issues.
• Work with team leads and supervisors to escalate critical issues and incidents as necessary, following high-impact issues to their conclusion.
• Document and communicate policies to team members and end-users.
• Assist support teams in coordinating large-scale projects like mass upgrades and scheduled outages.
• Provide clear, accurate, and complete information in response to end-user requests. 
• Collaborate with support team members in process improvement.
• Attend cross-team meetings to understand emerging issues in production and work with the support team to develop an appropriate response.
• Act as a bridge between support and other teams, ingesting new technical information and providing timely communication across various disciplines and levels of technical education.  

Qualifications 

• 3+ years' experience with desktop support and/or advanced help-desk experience on Mac, Windows, and Linux platforms.
• Customer support experience in a technology-related discipline.
• Knowledge of fundamental networking concepts and practices.
• Ability to act as a bridge between support and other teams, ingesting new technical information and providing timely communication across various disciplines and levels of technical education.
• Well-organized with strong planning, problem-solving, and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work both collaboratively and independently.
• Calm and personable under pressure.
• Experience with process improvement and documentation preferred. 

Physical Demands and Work Environment 

• Physical demands: While performing the duties of this job, the employee is required to walk; stand; sit; use hands to operate standard office equipment; reach with hands and arms; balance; stoop; talk or hear both in person and by telephone. The employee must lift and/or move up to 15 pounds. Vision abilities include close vision, distance vision, and the ability to adjust focus. 
• Work environment: While performing the duties of this job, the employee works under typical office conditions and is exposed to variable indoor temperatures. The noise level is usually quiet or moderate.  

Location 
On-Site in Hillsboro, OR  
Salary 
Salary is commensurate with skills and experience.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

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