GOODWILL INDUSTRIES OF THE COLUMBIA WILLAMETTE Job Description TITLE : Desktop Administrator EEO# : 2 IMMEDIATE SUPERVISOR : Executive IT Manager DEPARTMENT : Operations DIVISION : Portland GENERAL SUMMARY : Supports, analyzes, and services all remote network equipment including workstations, servers, and peripheral devices. Oversees all help desk hardware and software requests. Diagnoses and develops significant, efficient processes for the desktop and RemoteApp environment. Manages the installation and configuration of network and workstation equipment. Analyzes the desktop environment to help improve end user experience. PRINCIPAL DUTIES & RESPONSIBILITIES : Essential Functions : Work with end users to perform analysis of the desktop environment utilizing the results of the analysis to determine hardware, software, and system functional specifications and needs. Monitor and analyze alerts and help tickets for critical business operation such as Point of Sale system and RemoteApp infrastructure to derive conclusions to perform troubleshooting. Utilize help ticket resolutions to perform correlative analysis of system deficiencies. Manage help ticket flow to analyze and increase the efficiency for the end user. Analyze and document processes and procedures to improve the end user desktop experience. Design and implement mobile device management solutions. Support all printer and supply needs. Foster and demonstrate a positive team environment. Provide excellent customer service to all internal and external customers. Must demonstrate willingness and ability to adhere to all GICW's policies and procedures, CARF standards, Kaizen guidelines, safety and security regulations. Incidental Functions : Coordinate the resolution of help tickets. Responsible for assigned network administrative tasks and server maintenance. Facilitate the maintenance of GICW VOIP system. Perform miscellaneous duties, as assigned. QUALIFICATIONS : Specific: Must be 18 years of age or older. High school diploma or GED.