POSITION INFORMATION

The Helpdesk Support position will be presented daily with a set of changing challenges. He/she will draw conclusions and solutions, from experiences and research, on a variety of technical issues. Additionally, this employee  will make regularly scheduled visits and on-call emergency visits to clients’ offices located in the Houston Metropolitan Area. Projects and support will occasionally take the helpdesk support employee outside of Houston and Texas to complete projects.

REGULAR RESPONSIBILITY

• Provide instructional, technical, and administrative support to end users on a variety of issues.
• Identify, research, and resolve technical problems.
• Respond to trouble tickets, telephone calls, email, and personnel requests for technical support.
• Create remote support sessions or travel to client offices in the Houston area for support and/or projects.
• Document, track and monitor problems to ensure a timely resolution.
• Participate in a weekly on-call rotation program.
• Escalate problems when additional skill sets are required to complete troubleshooting
• Create Knowledgebase articles to explain common problems and recommended solutions

 

• US work eligibility, valid driver’s license, and pass a criminal background check.
• Superior customer-service skills and ability to adapt to varying end-user knowledge levels
• 1 - 3 years of helpdesk/desktop support experience in a fast-paced, high ticket volume environment
• Knowledge of commonly-used concepts, practices, and procedures of general computing.
• Working experience with managing accounts, printers, share/NTFS permissions in a Microsoft Windows Active Directory/Exchange 2003/2007 domain environment
• Experience with installation, configuration, management, and troubleshooting Windows operating systems (XP, Vista, 7, 2003, 2008) and desktop applications
• Experience with support of Windows Terminal Services and Citrix Presentation Server.
• Experience with the setup and troubleshooting of smart-phone and Blackberry email connectivity using Exchange ActiveSync and Blackberry Enterprise server technologies.
• Exceptional analytical skills and ability to identify and troubleshoot problems

• Microsoft MCP/MCSA 2003 Certification
• Linux/FreeBSD knowledge

• Ability to multi-task and prioritize.
• Ability to work in high-pressure environments
• Able to perform a variety of functions and meet required deadlines
• Analytical, problem solving, and debugging skills
• Communication: superior oral and written skills with people of all technical levels
• Dedicated to customers
• Detail-oriented, enthusiastic and optimistic attitude

Under the primary direction of the Operations Manager, the Administrative Assistant will serve as the primary point-of-contact for all office organization and operation, helping to ensure the best possible client interaction with The Aldridge Company while assisting the Accounting manager with data entry and bill collections.

Key Responsibilities
40% Company Operations

• Perform a variety of administrative duties as required by the daily operations of the Company.
•  Develop and recommend office procedures and systems; ensure smooth office operations.
• Assist in inventory purchasing, documenting, tracking, and fulfillment­ 
• Receive and screen communications to the Company management including telephone calls, e-mail messages, etc., and provide assistance using independent judgment to determine those requiring priority attentions.  Prioritize, channel and facilitate communication from clients, vendors, and partners to appropriate management
• Complete domain name and website-supportive operations and functions (registrations, renewals, transfers, SSL Certificates)­   
• Creation and management of office operations and procedures documentation
• Receive and distribute incoming mail; review and evaluate mail to identify those items requiring priority attention of departments­   
• Make routine travel and accommodations arrangements. 
• Support operations staff in continued management, growth, and development of the company’s services, products, and organization

40% Accounting Tasks

• Enter invoice and charge data into the accounting system and prepare reports for weekly meetings
• Scan and save all incoming communication from vendors
• Scan and save all new client or new service documents and keep track of start dates to submit to accounting
• Enter and tag all incoming equipment
• Print and mail regular monthly recurring invoices
• Process monthly recurring credit card payments
• Coordinate the collection efforts on past due invoices
• Participate in month end closing procedures.

20% Executive Administrative Tasks

• Make complete travel logistical arrangements for members of the Executive Management Team
• Perform functions for executives to increase the time available for executive functions
• Support the creation of presentations, proposals, complex reports, confidential correspondence, and files for Executive Management Team
• Management of confidential, private, and time sensitive matters.

 Requirements

• 1-3 years of experience in administrative or secretarial position
• Intermediate or better knowledge of computers with experience in Windows XP, Internet Explorer, Word, Excel, Outlook, PowerPoint, QuickBooks, etc
• High level of energy, self-starter, motivated and willing to work well in a team and perform any task assigned
• Well organized, detail oriented, and flexible with the ability to handle a diverse workload
• Independent thinker with excellent organizational skills that requires minimal daily supervision
• Excellent verbal and written English skills
• Basic math skills

 

POSITION INFORMATION
The Help Desk Support Assistant will answer, evaluate, and prioritize incoming telephone, voice mail, e-mail, and in-person requests for technical assistance from end-users experiencing problems with hardware, software, networking, and other computer-related technologies. Any issues that cannot be resolved on the initial call/request will be escalated to the appropriate level of support.

Regular Responsibilities:
*Service inbound help desk support calls and process tickets in a timely manner
*Tracks all calls in a detailed and accurate manner utilizing help desk software
*Initiate client calls to notify of automated alarms, known-issues, and network maintenance
*Provide instructional, technical, and administrative support to end-users
*Apply diagnostic utilities to aid in troubleshooting
*Determine the nature of the user*s issue and obtain as much information as possible
*Troubleshoot issues to isolate problems
*Route tickets to the next level of support where additional skill sets are required to complete troubleshooting
*Create remote support sessions to identify end-user problems
*Create Knowledgebase articles to explain common problems and recommended solutions

Requirements:
*US work eligibility, valid driver*s license, and pass a criminal background check.
*Superior customer-service skills and ability to adapt to varying end-user knowledge levels
*0 - 2 years of helpdesk/desktop support experience
*Knowledge of commonly-used concepts, practices, and procedures of general computing
*Strong knowledge in Microsoft Office, (Word, Excel, PowerPoint, Publisher, Access, etc.)
*Experience with installation, configuration, and troubleshooting Windows operating systems (XP, Vista, 7, 2003, 2008).
*Experience with the setup and troubleshooting of smart-phone devices
*Solid analytical skills and ability to identify and troubleshoot problems
Personality and Skills:
*Ability to multi-task and prioritize.
*Ability to work in high-pressure environments
*Able to perform a variety of functions and meet required deadlines
*Analytical, problem solving, and debugging skills
*Communication: superior oral and written skills with people of all technical levels
*Dedicated to customers
*Detail-oriented, enthusiastic and optimistic attitude

 

POSITION INFORMATION

The UNIX Technical Analyst will be responsible for provisioning, installation, configuration, operation, and maintenance of operating systems and applications on UNIX systems.  The Technical Analyst will answer customer questions and requests through a trouble ticket system and via phone calls.  Daily support as well as play a key role in project teams where technical issues, initiation, and planning of projects and new client turn ups will be development and addressed.  Support and Project teams will contain many activities including but are not limited to discussing technical strategy, research & development, technical analysis and end user support.

 

 REGULAR RESPONSIBILITIES

·         Provide technical support for Tier I-III operating system and application issues via a trouble ticket system and phone calls

·         Use available support tools and create tools when necessary to assist the customer and/or recreate the issue

·         Monitor servers for stability; take proactive and reactive measures to prevent and correct issues

·         Recommend and implement modifications to systems in order to improve efficiency, reliability, and performance

·         Provide colleagues with technical support and guidance

·         Participate in project team meetings to discuss, develop, and support current and upcoming jobs

 

REQUIREMENTS

·         1 - 3 years of UNIX system experience.

·         Familiarity and Experience with Ports-based Operating Systems (FreeBSD)

·         Familiarity and Experience with RPM-based Linux distributions (RedHat, Fedora, CentOS, etc.)

·         Experience with Configuration and Troubleshooting of:

o    Apache

o    BIND

o    qmail

o    Sendmail

o    Postfix

o    MySQL

o    PostgreSQL

o    PHP

·         Knowledge of bash and Perl shell scripting

·         Strong experience identifying and resolving system and network performance problems

·         Willingness to provide after-hours and on-call support and work as necessary

 

Preferred Skills: (not required but a big plus)

o    Familiarity and Experience with Control Panels:

§  H-Sphere

§  Plesk

§  cPanel/WHM

o    Familiarity and Experience with VMWare vSphere / ESX

o    Experience with Windows Server 2003/2008 and Windows XP/7

       Personality

                   ·         Excellent written and verbal communication skills in the English language.

                 ·         Ability to multi-task and prioritize.

                 ·         Ability to working in a fast-paced environment and take direction from customers, supervisors, and senior colleagues.  

                 ·         Ability to perform a variety of functions and meet required deadlines

                 ·         Not a clock-watcher (i.e. when a client’s system has a problem – you stay to get the problem solved)