Systems Administrator

Essential Functions:

• Respond to, prioritize, and resolve IT support requests in accordance with established service standards while maintaining accurate documentation within the organization's ticketing system.
• Diagnose and troubleshoot hardware, software, operating system, peripheral, mobile device, and connectivity issues using established troubleshooting methodologies.
• Install, configure, maintain, and support desktops, laptops, monitors, docking stations, printers, tablets, mobile devices, and other end-user technology.
• Perform initial troubleshooting of network connectivity, wireless, VPN, firewall, and infrastructure-related issues and escalate advanced network problems to Network Engineering as appropriate.
• Support user account access, authentication, Microsoft 365, Google Workspace, shared drives, and other enterprise applications.
• Serve as the first responder for technology outages during operational hours by documenting issues, communicating status updates, and coordinating with appropriate technical teams to restore service.
• Maintain accurate inventory records for computer equipment, peripherals, and related technology assets while assisting with equipment procurement, deployment, replacement, and lifecycle management.
• Prepare, configure, deploy, and replace technology equipment for corporate offices, treatment centers, and remote employees.
• Assist with hardware installations, office relocations, technology refresh projects, and new clinic openings.
• Collaborate with Information Technology staff and business departments to deliver timely and effective technical support while providing exceptional customer service.
• Maintain appropriate confidentiality of company information and comply with all organizational security policies and procedures.
• Communicate with end users, requestors, and other to provide timely status updates, gather additional troubleshooting information, and confirm issue resolution.
• Perform other duties as assigned.

Supervisory Responsibilities:

(Scope of the person's authority, including a list of jobs that report to this job)

(To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the competencies (minimum knowledge, skill, and ability) required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of Microsoft Windows operating systems and Microsoft 365. Working knowledge of Google Workspace administration. Understanding of Active Directory user administration. Basic knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless networking. Knowledge of desktop hardware, peripherals, mobile devices, printers, and related technologies.

Familiarity with IT ticketing systems and inventory management practices.

Minimum of three years of experience providing technical support in a Microsoft Windows environment. Experience supporting users across multiple locations and

experience supporting healthcare or other regulated environments preferred.

Strong troubleshooting and analytical skills. Excellent customer service and interpersonal communication skills. Ability to prioritize multiple requests in a fast-paced environment.

Strong written documentation skills. Ability to communicate technical concepts to non-technical users. Ability to work independently while collaborating effectively with cross-functional teams. Ability to maintain confidentiality and exercise sound judgment when handling sensitive information.