It Systems Administrator

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 clearly 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 skillsets:
  • 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, and procedures, standards and guidelines governing all activities

Valid driver's license with clean driving record and access to a vehicle