IT Systems Administrator Support Specialist

Job Summary

The IT Systems Administrator Support Specialist role is a combined role of system support and is responsible for day-to-day support. Delivering day-to-day level 1 and level 2 technical support to all personnel and supporting IT and organizational initiatives, goals, and strategies. This position supports multi-geographically and is in Galveston Texas with some potential to work remotely but primarily onsite. A candidate may be required to serve beyond regular working hours to support 24/7 operations during critical or planned outages. This position is heavily focused on device and OS deployment, patches, maintenance, policies, and inventory.

Key Interactions

IT staff and managers, company employees, 3rd party support vendors, and consultants

Job Responsibilities

• Assist in the compilation/maintenance of an accurate inventory of hardware and software
• Assisting with new office setup or office relocations with the ability to lift 50 lbs.
• Creating users and objects in Azure AD and Active Directory
• Day to day ERP support primary system is Epicor Enterprise 7
• Develop/maintain accurate departmental documentation and helpful reference materials for users
• Manage and create group policies and configurations on workstations
• Patching workstation machines and keeping in line with a baseline of most recent patches
• Provide end-user assistance and training
• Responsible for OS deployment using MDOP or SmartDeploy
• Serve as the initial point of contact for incoming support requests, entering all activities into the ticketing system, providing updates, and resolving requests in accordance with departmental standards
• Support and troubleshoot hardware to include configuration, support, and fine-tuning
• Support and troubleshoot mainstream and proprietary software
• Support peripheral devices including, but not limited to, mobility, office copiers, printers, and cameras

Education & Experience

• Associate degree in a computer-related competency, or equivalent combination of proven experience & certifications; extensive experience may be considered in lieu of education
• Attention to detail and problem-solving skills
• Certifications: Comp TIA A+
• Minimum of five (5) years of experience in technical support working as part of a corporate IT support team using a ticketing system
• Requires proficiency with computer hardware and software to include Microsoft Office applications, using a computer with a keyboard and mouse, navigation with a web browser, checking and sending email, and use of internet search engines

Required Licenses & Certifications

• Requires an active and valid Texas driver's license
• Ability to possess a valid Transportation Workers Identification Credential (TWIC Card)

Required Knowledge, Skills, & Abilities

• Ability to always communicate effectively and professionally
• Ability to communicate complex technical concepts to a general audience
• Ability to maintain confidentiality in all matters and areas of the organization
• Ability to manage multiple demands simultaneously while maintaining service standards
• Ability to manage multiple demands simultaneously while maintaining high service standards
• Ability to troubleshoot, test resolutions, and escalate common IT problems
• Ability to understand and execute complex oral and written instructions
• Ability to work independently with minimal or no guidance
• Excellent written and verbal communication skills
• Experience in deploying/configuring drive encryption using tools such as MBAM/Bitlocker
• Experience supporting mobile devices
• Experience with Epicor 7 Enterprise
• Experience with Microsoft Active Directory/Domain Administration
• Experience with standard configuration, deployment, and support practices for PC-based systems in a Microsoft Active Directory environment
• Experience with TCP/IP-based phone systems
• Experience with technical writing for documentation and instructional purposes
• Experience with technologies and systems (TCP/IP, DNS, DHCP, VPN, POE)
• Intermediate level experience using Microsoft Office Suite, Active Directory, and Office 365; ability to troubleshoot common user challenges
• Interpersonal skills including self-awareness and the ability to deal professionally with others while always using courtesy, tact, and professional judgments
• Must be a team player and support the mission, vision, and goals of the company and department
• Must be service-oriented and customer-centric to all internal and external customers
• Proven ability to troubleshoot, test resolutions, and escalate common issues
• Proven analytical and problem-solving skills
• Strong communication, organizational, analytical, time management, problem-solving, and planning skills

Working Conditions

• Work hours will be assigned based on business needs however, work hours will typically be Monday-Friday from 8:00 am to 5:00 pm. By request from the department manager or department director. Work hours may include irregular hours to assist in completing special tasks or assignments
• Out-of-regional travel may be required to attend training, seminars, or work-related events
• Work will be performed in the office or remote setting if the job can support remote work and is approved by the department manager and department director or executive

Special Projects

• Assist the management and or executive team when requested to complete special projects and complete all assignments within a negotiated time frame established by the department manager
• Completion of other duties as assigned by the department manager as it relates to the program and position

Behavioral Competencies

Time Management

• Candidate is comfortable with goal setting and working in a team setting
• Candidate must be able to prioritize multiple tasks and complete tasks timely
• Candidate must be able to understand the threshold of support hours invested and when to escalate for difficult-to-solve issues
• Excellent time management skills and ability to multi-task and prioritize work

Teamwork

• Candidate is autonomous, self-motivated to complete work-related tasks and solve problems, reliable, customer service oriented, and intrinsically driven to collaborate with and help the organization achieve the overall department visions and goals
• Candidate is a reliable self-motivated problem solver who is service oriented and intrinsically driven to collaborate with and help the organization achieve the overall technology objectives
• Candidate should be comfortable working autonomously and as a team, while always maintaining professionalism
• Candidate understands the urgency of ensuring business continuity and will set and manage reasonable expectations for stakeholders regarding the resolution of issues.

Listening

• Candidate must be able to understand and act upon verbal direction or explanation of support need

Resourcefulness

• Candidate will not hesitate to share creative or innovative ideas that will yield efficiency or provide resolution to needs or problems.
• Candidate will be proactive, working cross-functionally as needed to provide answers and solutions

Essential Job-Related Physical & Mental Requirements

Physical:

• Ability to ascend and descend stairs
• Ability to bend, twist, kneel, stoop, and or reach for items
• Ability to detect and write effectively
• Ability to handle objects
• Ability to have visual acuity to operate a motor vehicle and observe objects within the work setting
• Ability to hear with or without aid
• Ability to move around within an office setting and or other locations as needed
• Ability to operate office equipment
• Ability to push, pull, and or squat
• Ability to safely board company vessels under all weather conditions and at all hours
• Ability to safely utilize and maneuver company property
• Ability to remain in a stationary position for long periods
• Ability to transport, adjust, and or move items up to 50 lbs
• Ability to have visual acuity to operate a motor vehicle and observe objects within the work setting

Mental:

• Ability to accept constructive criticism
• Ability to anticipate needs
• Ability to cultivate a positive working environment
• Ability to express self clearly and effectively, orally and in writing, and use ethical and professional judgment
• Ability to deal professionally, ethically, and effectively with customers, co-workers, vendors, and the public including providing professional, prompt, responsive, efficient, and courteous customer service and assistance
• Ability to maintain regular attendance
• Ability to meet deadlines
• Ability to be professional and use professional judgment 100% of the time
• Ability to multi-task and plan time efficiently 100% of the time
• Ability to perform job description and duties with minor supervision
• Ability to reason and analyze effectively
• Ability to solve practical problems as it relates to the position
• Ability to understand, communicate, and comprehend information in English
• Ability to work professionally with others 100% of the time
• Required to pass and maintain all mandatory training
• Requires the ability to work collaboratively in a team setting
• Requires the ability to treat everyone professionally with courtesy, decency, and respect

Worksite Environmental Conditions

• Ability to work alone
• Ability to work closely with others
• Ability to work long and or irregular hours
• Potential exposure to tobacco products
• May be exposed to excessive noises
• May be subjected to both inside and outside environmental conditions, which include variations in temperature, dampness, humidity, heat, and cold
• May be subjected to exposure to fumes, dust, gases, and or chemicals
• May be subjected to water and or liquids
• Travel by motor vehicle, van, bus, or plane

We are an equal-opportunity employer and prohibit unlawful discrimination per federal, state, and local laws. We value diversity and are committed to being an inclusive environment for all candidates and employees representing a variety of backgrounds, perspectives, and skills. All employment is based on qualifications. Qualified individuals must be able to perform all the functions listed in the job description with or without reasonable accommodation as based on ADA requirements.