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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Help Desk Administrator - **Company:** State of Indiana - **Location:** Indianapolis, IN, United States (Remote available) - **Experience:** Expert - **Salary:** $61,022.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Microsoft Outlook, File Server, Virtual Private Networks (VPN), Microsoft Office, Remote Access Technology, Remote Desktop Services, Okta, Peripherals, Computer Equipment, Information Technology, People Soft, RightFax - **Published:** August 24, 2026 - **Apply:** https://www.juju.com/job/00000000gp0djj ## About the Role + An IT related Associate degree or applicable, current IT certifications are preferred. However, candidates with a minimum of five years of relevant IT experience will also be considered. Additional qualifications: + Will be required to have advanced knowledge of Microsoft Office. + Will be required to have advanced knowledge of remote desktop protocols, PC hardware, and operating systems. + Will be required to possess and demonstrate advanced problem determination and resolution skills. + Ability to work independently, troubleshoot problems, and adhere to agency policies and procedures. + Will be required to have good communication skills, both written and verbal, and the ability to maintain these skills in a high-pressure environment. + Demonstrate proficiencies of job duties relative to the IT Help Desk Administrator Senior position. + At least three years IT Infrastructure call center experience preferred. + Ability to perform essential functions with or without reasonable accommodation. A degree is not required. However, at least 5 years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered. ## Description To Helpdesk Administrator Senior provides Tier 2 customer service support. You will ensure efficient and timely resolution or route issues to the appropriate support team within our organization. You will troubleshoot incidents and support calls using existing documentation and knowledge bank articles and resolve issues within the confines of the current rights, role structure, and skillsets. This position reports to the Help Desk Manager Tier 2 for day-to-day work direction., + Provide Tier 2 infrastructure support and primary troubleshooting for all interactions received via telephone calls, live chats and customer submitted tickets. In addition, they will successfully remote into customers machines to troubleshoot issues with infrastructure related applications such as Outlook and MS Teams. + Create, modify, and successfully route all incidents and work orders reported to them from our customer base. + Reset passwords and unlock accounts for Active Directory, PeopleSoft, Okta,, and other applications as required. + Reset passwords, provide customers with instructions on obtaining authentication codes for mobile devices such as iPhones and iPads. + Assist with the configuration of VPN and security authorization requests. + Create Right Fax accounts. + Will be required to execute virus and spyware scans as part of their problem determination and resolution roles. + Provide guidance and advanced knowledge of systems as an escalation point level for IT Help Desk Administrator Associate and IT Help Desk Administrator Intermediate positions. + Walk customers through installing applications and computer peripherals. + Conduct advanced remote troubleshooting for encryption issues, registry edits and file corruption within the OS. + Update contact information on network accounts. + Provide application and system support, including installing and upgrading software, and configuring systems and applications primarily using remote access technology. + Provide networking, data, and voice as well as file server troubleshooting skills to help diagnose and repair problems where possible. + Provide hardware and software support to the Customer Service team. + Report customer feedback and potential product requests. + Provide recommendations and or automation tasks to improve team processes. + Direct unresolved issues to the appropriate resolver group as applicable. The job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time. ## Related Videos - [RPA in the Public Sector](https://www.wearedevelopers.com/videos/86-rpa-in-the-public-sector) - [From Zero to Hero: NextJS 13 and Tailwind CSS for Beginners](https://www.wearedevelopers.com/videos/766-from-zero-to-hero-nextjs-13-and-tailwind-css-for-beginners) - [Building Better with Nuxt 3](https://www.wearedevelopers.com/videos/320-building-better-with-nuxt-3) - [Ship Smarter Agents, Not Bigger Prompts](https://www.wearedevelopers.com/videos/100010-ship-smarter-agents-not-bigger-prompts) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer) - [How to Find Tech Jobs in Vienna](https://www.wearedevelopers.com/magazine/292-how-to-find-tech-jobs-in-vienna)