IT Systems Administrator

IT Systems Administrator

Job Summary:

We are looking for a customer service oriented System Administrator to provide technical support to users in an efficient and accurate manner. You will be considered as the firm’s front line and you will solve basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

In this role, you will provide maintenance of the computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions, and supporting the internal IT Helpdesk, Network and Server environment. You will be responsible for administration and internal support of the Company’s PCs, printers, servers, and related equipment. Tasks include but are not limited to, end user support, license tracking, and performing PC and server maintenance, upgrades, and configurations.

Responsibilities:

o Provide first level contact and convey resolutions to customer issues

o Properly escalate unresolved queries to the next level of support

o Track, route and redirect problems to correct resources

o Update customer data and produce activity reports

o Walk customers through problem solving process

o Follow up with customers, provide feedback and see problems through to resolution

o Utilize excellent customer service skills and exceed customers’ expectations

o Ensure proper recording, documentation, and closure

o Recommended procedure modifications or improvements

o Preserve and grow your knowledge of help desk procedures, products, and services

o Provide managers with status, and other activities on a regular basis

Requirements:

o Provide helpdesk support and resolve problems to the end user’s satisfaction

o Monitor and respond quickly and effectively to requests received through the IT helpdesk

o Monitor Service Desk for tickets assigned to the queue and process first - in first - out based on priority

o Modify configurations, utilities, software default settings, etc. for the local workstation, Active Directory, Group Policy and MS 365 through the Coreview portal.

o Document internal procedures

o Assist with on boarding of new users and equipment roll-outs

o Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment

o Install, test and configure new workstations, peripheral equipment and software

o Maintain inventory of all equipment, software, and software licenses

o Report issues to the Service Desk for escalation

o Manage PC setup and deployment for new employees using standard hardware, images, and software

o Assign users and computers to proper groups in Active Directory and MS 365

o Perform timely workstation hardware and software upgrades as required

o Proven working experience in providing help desk support

o Proficiency in English

o Working knowledge of help desk software and remote control of computers

o Strong client-facing and communication skills

o Advanced troubleshooting and multi-tasking skills

o Customer service orientation

o Excellent written and verbal communications skills

o Solid technical background with an ability to give instructions to a non-technical audience

o Documentation of case resolution at the close of each help desk ticket

o Occasionally work on call, evenings or weekends

o Must be able to lift and move office equipment and other items of 50 pounds.

o Should have a working knowledge of DNS, DHCP, TCP/IP, Active Directory, Group Policy, MS365

o Working Knowledge of Avaya IP office, Evolve IP, 8x8, SQL Server, VisualCron, Pentaho a plus.

Essential Functions:

· Providing first level contact and convey resolutions to customer issues

· Properly and in a timely manner escalating unresolved queries to the next level of support

· Tracking, routing, and redirecting problems to correct resources

· Server, Software and System Updates

Qualifications:

• Bachelor’s degree in Computer Science or equivalent work experience required.
• 3+ years of experience with networking infrastructure or software development environment required.
• Experience with Windows Server 2012 R2 or later is preferred but not required. We are willing to train the right person!

Education

· High school diploma or equivalent

· 4 years of relevant technical experience

PREFERRED: Bachelor’s Degree in Information Systems, Business, Communications, or related field

Travel

Job Type: Full-time

Pay: From $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person