IT Helpdesk Administrator

The IT Helpdesk Administrator will be responsible for attending to all administration, basic IT support and maintenance within the Pedros organization.

**Duties and Responsibilities**:

- Embody the 11 Pedros leadership principles
- Helpdesk and CRM management
- End-user support (Tech & Administrative support) - Operations
- Project Collaboration
- System Support
- Billing & IT Administration
- Asset tracking and management
- Enforce and uphold IT policies and governance
- Security awareness and educating end users
- Adherence to SLAs / MSAs
- Service delivery metrics - Supporting metrics of ticketing platform
- User satisfaction (End-user health checks, organization satisfaction, etc.)
- Reporting, tracking and documentation
- Store support, maintenance, special colab projects and new store builds
- User lifecycle and management (user onboarding and offloading of end users leaving the organization
- Effective ability to follow processes
- Maintenance and uptime of IT systems and infrastructure
- Compliance with IT policies and procedures
- Task completion and deliverance
- Operational and technical upkeep an maintenance of the business

**Requirements**:

- Relevant certifications, such as CompTIA A+ or Network+, diploma and/or degree in CS/IS - IT will be advantageous
- Minimum of 1-3 years of experience i IT support or a related field
- Knowledge of common IT systems and software used in the retail and QSR industry
- Experience in user / systems first and second line support and operational efficiency