Address
Form of workTitle:IT Administrator (Boston)
Working Hours: 37.5
Contract Duration: Through June 30th, 2024
Renewable: Yes
Overview:
Seeking to hire an IT Administrator to join our client's collaborative enterprise IT team. This resource will serve as an IT liaison, providing customer service and end-user support, issue tracking and remediation, and focused support for operational software and hardware in use at the Executive Office. The end-user support includes managing existing software, including vendor relationships, licenses, and installation, troubleshooting, and maintenance for non-standard software and hardware. The incumbent will be responsible for documenting installation, inventory and maintenance, training, and change management to support this software and hardware. This person will also contribute to the development of product documentation and participate in standardization efforts for software across the EOVS enterprise to effectively maintain a resource of standardized practices.
This position is required to report M- F to the site. This role is expected to perform infrequent after-hours support as authorized and required.
No Remote Work.
Detailed List of Duties and Responsibilities:
Respond and resolve tickets/incidents related to customer support or updates
Troubleshoot and resolve end-user issues with connectivity, video conferencing, and collaboration software
Assist end users with the configuration and activation of state-issued mobile devices
Assist staff with use and configuration of desktops/laptops/peripherals
Communicate and/or escalate to the supervisor any IT issues or disruptions (planned or unplanned) to nonstandard/operations software and hardware to minimize user impact
Establish inventory and manage vendor relationships, renewals, installation, licensing, and maintenance for software and hardware outside the standard support catalog
Provide timely guidance, mentoring, and end-user support/training for tools and software in general use at the location.
Assist end users with collaboration software (Teams, Sharepoint, OneDrive) and video conferencing platforms
Qualifications, Preferred Knowledge, Skills & Abilities:
Associate degree in Computer Science, Information Systems, Business Administration or other related field, or equivalent work experience
5 years of IT support or help desk-related experience (field, desktop, mobile, etc.) or equivalent working in an office setting
5 years of relevant experience working in a collaborative, customer service-focused environment that used a multi-channel (email, chat, phone, video conferencing) setting for communication
Excellent communication and writing skills with the ability to communicate technical concepts to both technical and non-technical audiences
Excellent ability to work independently on job responsibilities
Experience with at least one ticketing system with the ability to take notes and record all interactions and steps taken with the users. ServiceNow preferred.
Functional knowledge of Microsoft Office, Exchange, and O365 products such as Outlook, Word, Excel, PowerPoint, Access, SharePoint, OneDrive, Intune, Teams, Azure AD, MFA authenticator and VPN
Working knowledge and hands-on experience with the following skills:
Active Directory/ Microsoft Azure
Microsoft Windows 10
Microsoft Server Operating Systems 2008 - 2016
Bomgar (Remote Client Support Software)
Capabilities and limitations of computer hardware, Servers, PCs, Laptops, Printers & Peripherals
Basic IT security measures and requirements
Basic Networking knowledge and understanding
Basic Mobile Support - Apple iOS and Android.
Ability to understand the laws, rules, regulations, policies, procedures, standards, and guidelines governing all activities
Valid driver's license with a clean driving record and access to a vehicle
