IT Help Desk Administrator

3 months ago
Job ID
# of Openings
Information Technology

Position Description

Jenzabar is a leader in administrative software products for the higher education industry with headquarters in Boston, MA.  Our Harrisonburg, VA office is seeking a detail-oriented Help Desk Administrator to handle a multitude of IT and Help Desk duties in a fast paced environment, with a primary focus on troubleshooting and network maintenance.


Do people always tell you how helpful you are? Do you enjoy wrestling with problems and resolving them with ease and a smile? Jenzabar is seeking an IT Help Desk Administrator in the Harrisonburg area with a service minded attitude, and maybe a t-shirt that says “I <3 our end users.” The successful candidate will take up a position on the front lines of the never-ending struggle to keep our associates’ technology running smoothly so they can maximize our client’s success. Your reward? The satisfaction of fighting the good fight. Oh, and decent pay and benefits on a pretty excellent team of dudes, if we do say so ourselves. And we do.


Is this you?

  • You’re a pretty recent grad with Help Desk experience, interested in a career in IT.
  • You know the basics and are ready to get down to business.  You’ve heard people yell at you “HEY [your name here]! The WiFi’s not workinggggg!” your whole life.
  • I have a monk-like attention to detail
  • I’m a network ninja
  • If things aren’t going my way- I just shake it off
  • If a process doesn’t make sense to me- I’ll come up with a way to make it easier and better
  • I love working on a team and always have their back
  • I’m a born problem solver. If I can’t figure it out- I’ll try to find the answer first, then ask the question.


Best Part of the Job: Convenient downtown location not to mention Ping Pong in the lobby.


Worst Part of the Job: Dangerously close to Billy Jack’s and Jack Brown’s. Make sure you bring your stretchy pants. Good news, they are walking distance so you can burn off those calories.


Make sure you bring: an interest in living in Harrisonburg, VA. That’s where the job is located, you see.


If the Jenzabar IT team were Big Bang Theory, you’d be: Leonard. Super smart but way more easy going and fun than Sheldon (don’t ask who our Sheldon is, it’s definitely not me).


And now for the serious details:


The IT Help Desk Administrator is responsible for the daily tasks related to end user support. The primary goal is to ensure interruption free service delivery from the IT department’s systems. Additionally, this position functions as the primary support contact for end-users, handling all support requests, documenting received requests, troubleshooting, resolving, and following up with end-users to ensure issues are resolved properly.


Day-to-day duties might include but are not limited to:

  • Provide technical support and service for all end users
  • Maintain service through telephone, remote access, and in-person when appropriate
  • Troubleshoot basic network problems (DHCP, DNS)
  • Work with Manager of IT to recommend training programs based on calls to better assist end users
  • Learn and keep current with all new software applications used in the environment
  • Enforce policies and procedures for end users use of technology
  • Assists with training of associates by educating users on basic PC computing skills.
  • Maintains customer confidence and protects operations by providing a high degree of professionalism and customer satisfaction.
  • Ensures issues are resolved by escalating issues as needed
  • Maintains accurate record keeping by ensuring that all problems are properly documented.
  • Contributes to team effort by accomplishing related results as needed.
  • Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals.
  • Documents, maintains, upgrades or replaces hardware and software systems.
    Supports and maintains user account information including rights, security and systems groups
  • Has knowledge of commonly used PC and Windows concepts, practices, and procedures.
  • Monitors network and associated devices for potential issues. Reports any findings to manager for further direction.





  • Bachelor’s Degree in Information Technology or Similar Preferred
    Technical training acceptable
  • High School Diploma required


Desired Experience:

  • At least 1 year experience in a Help Desk/Technical Support environment required (Experience can include student work, CO-OP, etc.)
  • Strong PC skill and Windows 10 knowledge · Mac OS experience a plus
  • Understanding of Networking Fundamentals  
  • Active Directory Administration (user/permission setup and management)
  • Ability to troubleshoot and resolve issues remotely
  • Desktop/Laptop backup
  • Advanced Knowledge of Office applications (Word, Outlook, PowerPoint and Excel)  
  • Basic Networking and WiFi setup familiarity
  • Good interpersonal skills
  • Highly Organized
  • Office 365 Experience (Exchange Online, SharePoint, OneDrive)
  • Basic Client-Server understanding
  • Familiarity with VoIP phone systems
  • Ability to assist users on mobile devices (iOS and Android)


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