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IT Service Desk Administrator I - IT Operations Specialist I

  • Location: Durham, 27701
  • Salary: 21.7
  • Job Type:Contract

Posted 3 months ago

Job Title: IT Operations Specialist I
Location: Durham, NC - Hybrid Onsite Position
Contract / Contract-to-Hire Potential

Our Exciting Software Client has a great Opportunity! 
Position Summary:

The Service Desk Administrator I coordinates, diagnoses, and troubleshoots internal employee issues with technology. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. The Service Desk Administrator I is responsible for supporting end-user technologies for company users as well as providing onsite support for our offices. The position supports all company standard systems, applications and software; including, but not limited to:

  • Microsoft Windows 10
  • Apple OSX
  • Microsoft Office 365
  • Anti-virus software
  • Software VPN
  • Mac and Windows laptops and workstations
  • RingCentral VOIP Software
  • Printers, MFP and Fax devices
  • Polycom and Zoom Video Conferencing technologies
  • Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains users in resolving problems.
  • Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset lists
  • Ensures quality customer service to staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staff
  • Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs
  • Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions
  • Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support
Required Skills:
  • Good communication and people skills
  • Troubleshooting skills for windows/Mac based platforms, smart phones, and A/V equipment Willingness to learn, develop, and contribute in a fun, fast-paced environment
  • Self-starter that brings both interpersonal skills and creative problem solving skills
Desired Skills:
  • VMware ESXi/Horizon experience
  • JIRA and Confluence experience
  • Office365 experience or exposure on the administrative side Knowledge of domain management applications
  • Demonstrated knowledge of networking and hardware standards
  • Solid understanding of security concepts, principles and practices
  • A+/Microsoft certification preferred (or working towards)
Other Requirements: 
This role requires Fully Vaccinated prior to start - Working onsite every other week during regular business hours.

If this sounds like a fit for you, apply today!

Candidates will be responsible for following the client's COVID-19 protocols. Please refer to your MATRIX representative for specifics.

About Us

At MATRIX, we expertly match talented professionals with job opportunities to elevate careers. Since 1983, we have placed thousands of professionals at innovative clients across every industry ranging from small startups to Fortune 50 companies. It’s why we’re consistently in the top 25 of all U.S. IT staffing firms and why our consultants rate us well above the industry average, earning us ClearlyRated's Best of Staffing awards year after year. People come to us for a job, and stay with us because of our top-notch consultant care.

MATRIX is and Equal Employment Opportunity employer including disability and veteran and provides reasonable accommodations for all qualified individuals.  Supporting medical or religious documentation will be required where applicable. If you are a qualified individual you may request a reasonable accommodation under the American Disability Act (ADA). If you are a person with a disability needing assistance applying, or at any point in the hiring process, please email us at To ensure a quick response to your request, please use the words “Accommodation request” as the subject line of your email.

For hourly W2 contract roles MATRIX offers a highly competitive benefit package including Medical, Dental, Vision, Life, Disability, HSA, and 401(k) with pre and post-tax options.  Please see for more information.

For direct hire placement with our clients, benefits would be offered in accordance with that particular client’s offerings. This may include PTO, Medical, Dental, Vision, 401K and other pre and post-tax options.