Help Desk Administrator na Vivos Therapeutics Inc

Description

The Help Desk Administrator is responsible for providing technical support and overseeing network administration activities to ensure smooth and reliable system operations. This role delivers an exceptional customer service experience by promptly and effectively resolving support issues. The Help Desk Administrator will diagnose and troubleshoot hardware and software problems, assist with system installations, and support remote access users to maintain optimal network performance and accessibility. 

Major Duties and Responsibilities 

Leadership and Coordination 

• Supervise Help Desk staff and field technicians, coordinating special support events, site visits, and equipment deployments. 
• Oversee onboarding and offboarding processes, including creating and maintaining user security groups, profiles, and system access permissions. 
• Identify underperforming or obsolete software and equipment, recommend decommissioning, and advise on suitable replacement solutions. 
• Procure, configure, and deploy approved equipment and software to staff members in accordance with organizational standards.

Help Desk Operations and Performance

• Identify performance gaps within Help Desk operations, systems, and tools; recommend and implement solutions to improve service efficiency. 
• Utilize ticketing systems to document issues, track resolutions, and analyze data to inform training and process improvements. 
• Respond promptly to technical support requests via email, phone, or in person, ensuring timely issue resolution and user satisfaction. 
• Perform advanced troubleshooting, system and network repairs, and remote administration as needed. 
• Develop and maintain clear, accurate technical documentation and support guides. o Conduct proactive system maintenance to prevent technical issues before they arise. o Monitor backups, network performance, storage capacity, and change management compliance. 
• Perform routine server audits and escalate system issues for further analysis and resolution. 

Compliance and Reporting 

• Ensure full compliance with organizational policies and all applicable regulations related to data privacy, including the confidentiality and protection of PHI and HIPAA-protected information. 
• Prepare, analyze, and deliver weekly Help Desk performance reports, highlighting ticket volume, ticket aging, resolution metrics, and trends to inform continuous improvement efforts. 

 Key Competencies 

• Strong verbal and written communication skills, with the ability to explain technical concepts clearly and professionally. 
• Demonstrated commitment to delivering high-quality support and ensuring a positive user experience. 
• Collaborative approach with the ability to work effectively within a team and across departments. 
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines. 
• High level of accuracy in work, documentation, and problem resolution.   

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent professional experience required. 
• 3-5 years of experience in leadership IT help desk/support roles[JS1] [JB2] 
• Proven experience installing, configuring, and repairing computer hardware and networking devices. 
• Strong understanding of computer systems, operating environments, and IT infrastructure components. 
• Solid knowledge of internet security, data protection, and privacy best practices. 
• Excellent analytical and troubleshooting skills with a proactive approach to problem-solving. 
• Strong communication and interpersonal skills, with the ability to provide clear technical guidance to non-technical users. Exceptional organizational and time-management abilities, with demonstrated capacity to prioritize and manage multiple tasks effectively.