Help Desk & System Administrator

SUMMARY:Help Desk & System Administrator to maintain, upgrade and manage software, hardware and networks. A typical day in this role will involve setting up devices for new users (laptops / mobile phones), creating their identity in different systems, and deploying the system access or applications they need to be successful. Also be responsible for tackling Help Desk requests through TrackIt system to ensure that user issues such as new access requests or device problems are addressed in a timely manner.Resourcefulness is a necessary skill in this role. Should be able to diagnose and resolve problems quickly, and should have demonstrated ability to communicate effectively with a variety of interdisciplinary teams and users operating onsite and remotely.Goal will be to ensure that our technology infrastructure runs smoothly and efficiently. Help DeskProvide front-line end user support by:• Addressing hardware problems across a variety of devices (ex: computers, printers and wireless devices).• Supporting software problems including operating systems, application software and productivity tools, such as Microsoft Office 365, Genesys• Configuring and installing desktop computers, phones and network• Managing the request resolution cycle in the Help Desk software system: monitoring and acknowledging new support requests, recording progress, and applying the appropriate level of urgency to support requests or fixes.• Engaging other IT support (internal or external) as appropriate• Developing a knowledgebase to leverage problem resolutions for repetitive support issues, and to provide self-service assistance to end users.Systems AdministrationSupport and maintain the health of our technology ecosystem (such as servers and desktops) by:• Installing and configuring hardware, software and networks.• Managing network servers and technology tools.• Setting up accounts and workstations.• Performing and monitoring computer backups.• Monitoring systems performance and troubleshooting issues.• Performing routine activities, such as installing updates/patches and server reboots/refresh.• Ensuring security and efficiency of IT Infrastructure.• Reviewing virus protection and ensures virus definitions are up to date.• Reviewing and recommends hardware and software upgrades.• Adding or changing user accounts, including executing security activities.• Administering Group Policies in Active Directory.• Administering the company IP Telephony phone system.• Developing system administrative procedures and schedules.• Performing basic server related administrative tasks as assigned.• Ensuring security through access controls, backups and firewalls.• Upgrading systems with new releases and models.• Developing expertise to train staff on new technologies.• Building internal technical documentation, manuals and IT policies.• Recommend optimizations to the environment which improve delivery and performance for end users and customers.• Resolve incidents and work orders escalated from the Service Desk.• Provide technical training to Service Desk, Operations, and relevant parties.• Serve as after hours, weekend and holiday support, as necessary.• Maintain and support network and voice infrastructure onsite.• Immediate remediation to ensure business critical applications can continue to run and employees have access to their system.Performs other duties as assigned that is within the relevant skillset. QUALIFICATIONS:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EDUCATION and/or EXPERIENCE:Bachelor''s degree (BA) or technical school required. Individual must have prior experience and ability to support multiple platforms. Previous demonstrated experience with desktop and server hardware, Windows Operating System -Windows 7 & 10, Server 2012 and above, Office 365 experience is required.OTHER COMPETENCIES/SKILLS REQUIRED• KNOWLEDGEo Microsoft server operating systems (required).o Virtualization using VMware /Dell Vx Rail (required).o Imaging computers (required)• EXPERIENCEo Proven experience as a System Administrator, Network Administrator or similar roleo Experience with databases, networks (LAN) and patch management.o Experience with Office 365 Administration.o Experience with ESET, ConnectWise and Genesys is a huge plus.• SKILLSo Displays service-oriented behavior; is responsive to internal customer requests with appropriate level of urgency.o Resourcefulness and problem-solving aptitudeo Excellent communication skills - particularly, strong verbal communication skills with the ability to articulate technology for general employee acceptance and use.o Must be a team player and willing to share success of goals achieved.o Ability to clearly document processes and administration activities for team use.o Demonstrates a continuous improvement mindset via the ability to identify, analyze and solve technical problems by applying cost effective process and technical solutions.o Develops and maintains effective working relationships through credibility in established field of expertise.o Ability to prioritize workflow and bring projects to completion by required deadline.o Excels in making appropriate judgments considering alternative courses of action.o Ability to motivate oneself and work independently.o Manage daily activity and report progress to stakeholders and team on a regular basis.PHYSICAL DEMANDS:Described here are representative of the skills that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.• Be able to crawl on ground and behind equipment• Lift 50 lbs.• While performing the duties of this job, the employee is generally required to sit at a desk/computer workstation and use hands and fingers to operate a computer keyboard.• Ability to occasionally move/install/remove computer equipment throughout the facility is also required.WORK ENVIRONMENTNormal office and warehouse environment. Position may require individual to occasionally work extended hours or weekends as required by responsibilities of position and/or occasionally be on call or available by phone to answer support questions in emergencies. - provided by Dice

Created: 2025-11-15