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Form of workJob Description
As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the eXcell team.
Our client has a brand new opportunity for a qualified SeniorService Desk Administrator to join their team onsite in Andover, MA. This role will work approximately 15 12 hour shifts per month in a 4 days on, 3 days off, 3 days on, 4 days off schedule, including nights, holidays, and weekends to support the 24 / 7 command center. This will be supporting the first shift from 5:00am to 5:00pm.
Duties and Responsibilities:
Our client has a brand new opportunity for a qualified SeniorService Desk Administrator to join their team onsite in Andover, MA. This role will work approximately 15 12 hour shifts per month in a 4 days on, 3 days off, 3 days on, 4 days off schedule, including nights, holidays, and weekends to support the 24 / 7 command center. This will be supporting the first shift from 5:00am to 5:00pm.
Duties and Responsibilities:
- Identify and close knowledge gaps
- Primary understanding of designing, deploying, and troubleshooting client endpoints
- Perform all job functions consistent with client policies and procedures
- Assist with IT infrastructure improvements for client
- Interact as needed with the IT service provider and client stakeholders
- Provide technical assistance to client staff concerning the use of computer hardware and software, including office applications, operating systems, printing, and hardware installation
- Configure workstations and user accounts, including phone, Ethernet, computer, docking station
- Provide equipment and services orientation to new employees
- Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
- Maintain equipment and software inventory
- Coordinate the purchase of new workstation, software and license renewals
- Perform other client task and duties as required
Skills and Qualifications:
- Minimum 6+ years of experience
- Information Systems degree or equivalent combination of education, training, certifications, and experience
- Experience with Mac (80%) and Windows (20%) client operating systems and troubleshooting problems with Mac and Windows related software, including:
- Microsoft 365
- Active Directory Users and Groups
- Azure AD
- Jamf
- Intune
- Experience with Endpoint Security software including:
- Configuration / deployment management tools such as JAMF, Intune, etc.
- Endpoint Detection and Response Tools such as Sentinel One and Microsoft Security
- Group Policy
- Email security tools such as Barracuda
- Solid understanding of network connectivity, wireless and wired
- Automation and central deployment experience
- Strong analytical and deep-dive problem solving skills across multiple disciplines (HW, OS, Network, etc.)
- Understand ITIL Concepts (certification is a plus!)
- IT Service Management tooling (ServiceNow, FreshService, etc.)
- Management and deployment experience of 3rd party software platforms and solutions
- Vendor management experience
- Ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members
- Demonstrates strong knowledge and developing expertise in end user technologies
- Willingness and desire to learn
- Strong orientation to customer service
- Excellent interpersonal skills
- Successfully executes all assignments timely and within acceptable quality levels
- Asks for help and works collaboratively with team members when issues present themselves
- Ability to document processes and train team members with ease
- Well organized with strong asset and license capacity planning experience
- Ability to deploy and support misc. office equipment (printers, projectors, video conf.)
- Experience with physical security management solutions
- Flexible to provide some after-hours support
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life/AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA/HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit www.excell.com.
