What are the responsibilities and job description for the Helpdesk Administrator position at Zoltek-Toray Group?
Helpdesk Administrator
Title: Helpdesk Administrator
Classification: Exempt/Full Time
Reports to: IT Network & Desktop Support Administrator
Location: St. Charles, MO (4 days/week) & Bridgeton, MO (1 day/week)
Date: 9/10/25
Job Summary: We are seeking an initiative-taking and customer-focused Helpdesk Administrator to join our IT team. This role is critical in ensuring smooth day-to-day operations of desktop, network, and application support across the organization. The ideal candidate will have strong troubleshooting skills, excellent communication abilities, and a passion for helping others resolve technical issues efficiently. The selected candidate will be primarily based at one of Zoltek's manufacturing facilities in St. Charles, MO Monday through Thursday, with Fridays spent at the corporate headquarters in Bridgeton, MO.
Zoltek does not hire individuals who require sponsorship for employment eligibility in the U.S.
Essential Duties & Responsibilities:
- Serve as the first point of contact for end-user support via phone, email, and ticketing system.
- Diagnose and resolve hardware, software, and network issues for desktops, laptops, mobile devices, network printers, office Teams Phones, and peripherals.
- Manage user accounts, permissions, and access rights in Active Directory, Azure Entra environment.
- Install, configure, and maintain operating systems and applications using PDQ Connect, Microsoft Intune.
- Monitor and maintain IT assets, inventory, and continue improving knowledge base documentation.
- Escalate complex issues to appropriate IT teams and follow up to ensure resolution.
- Assist with onboarding/offboarding processes including device setup and account provisioning.
- Maintain service level agreements (SLAs) and ensure timely resolution of support requests at US Locations.
- Provide remote support using tools such as Anydesk, Microsoft RDP, and Royal TS.
- Participate in IT projects and initiatives as assigned.
- Ensure PC security and encryption using Microsoft Defender and BitLocker.
Qualifications:
- 2 years of experience in helpdesk or desktop support roles.
- Associate's degree in computer science required; Bachelor's Degree preferred.
- Proficiency in Windows OS, Microsoft M365 (Azure, Entra, Defender), and basic networking concepts.
- Experience with ticketing systems (e.g., ServiceNow, Zendesk, Jira).
- Strong problem-solving and multitasking skills.
- Excellent verbal and written communication.
- Ability to work independently and as part of a team.
- Ability to adopt innovative technologies and techniques to solve problems.
Preferred skills:
- Experience with SCCM, Intune, or other endpoint management tools.
- Familiarity with VPNs, firewalls, and basic cybersecurity practices.
- IT certifications such as CompTIA A , Network , or Microsoft certifications are a plus.
Work Environment:
The work environment characteristics described below are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Office Environment
- Manufacturing environment which contains noise, moving mechanical parts and fumes or airborne particles
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.
- Occasional physical activity such as bending, reaching, and extended periods of sitting.
- Frequent use of hands for tasks involving handling, typing, and operating equipment.
Zoltek is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender identity, sex, sexual orientation or expression, religion, national origin, marital status, age, disability, veteran status or any other protected status.
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