Help Desk Administrator

Job Details Job Location Ontellus - Houston, Texas - Houston, TX Job Description Ontellus empowers insurance carriers, self-insured corporations and law firms to reduce costs, make informed decisions and accelerate claims resolution. As the nation's largest, privately-held records retrieval provider, Ontellus leverages decades of experience and cutting-edge technology to deliver impactful products and client-centric services within industry-leading turnaround times. JOB SUMMARY The Help Desk Administrator is responsible for supporting internal users with service requests in accordance with service level agreements. This individual tunes in-house computer, network, and software systems to ensure high levels of availability and security of the supported business applications. ESSENTIAL RESPONSIBILITIES First response to all support requests through all channels: phone, web tickets, email requests, walk ups. Ensures prompt service response through the monitoring and management of the intake of all incidents and support requests through all accepted channels (phone, email, ticket system/web portal, walk up). Determines impact and urgency of an incident and support request in order to determine priority. Perform initial triage and troubleshooting of all tickets across all knowledge domains. Resolve all tickets within scope through use of experience, knowledgebase, or peer collaboration. Escalate or assign tickets to appropriate resource with complete documentation of all actions and steps taken in any attempt to resolve. Conducts initial triage/troubleshooting on a wide range of technology issues. Escalates unresolved requests and incidents to higher tiers. Provide basic "how-to" training to end users. Manage deployment and recovery of IT equipment. Maintain a record of knowledge/solutions within a structured knowledgebase. Make decisions based on existing procedures, processes or methods but able to think outside the box in order to ensure success. Share and document metrics, challenges, and best practices and incorporate into processes. Provide services inclusive of installation, configuration, and support of servers, networks, and associated equipment and software. Provide assistance with remote services: Services that may be provided remotely include network monitoring, desktop support, and Internet content filtering. Identifies trends in incidents to support problem management. Other duties as assigned. Qualifications 2 years' experience resolving Help Desk Tickets; Help Desk Administrator experience preferred. Associates degree preferred. Strong experience of MS Office products - specifically Word, Excel, Outlook, Project, and Power Point. Technical knowledge of computer hardware - desktop, server, routers, switches - including troubleshooting and repair. Strong project and people skills. Knowledge and maintenance anti-virus, anti-spyware, and anti-spam applications; along with server configurations and desktop client applications. COMPENSATION & BENEFITS Ontellus offers a collaborative work environment so you can learn and grow both professionally and personally. We offer a competitive benefits package including Medical, Dental, Vision, Life, Disability and a 401k Plan with a generous employer match. In addition, we offer a casual dress environment and plenty of opportunities for training and career advancement. Ontellus is an Equal Opportunity Employer. Ontellus requires pre-employment background checks and drug screening.