Service Desk Administrator

Job Description Job Description Job Type: Full-time
Dept.: Information Technology
Classification: Exempt
EEO Code: Professionals
Supervisor’s Title: CTO
Hours: Monday- Friday, 830am to 5pm. Additional hours may be required as business necessitates.
Date updated: November 2023
Job Summary:
The Jr. System Administrator will provide stable and uninterrupted operation of all in-house computer systems, peripherals, tablets, and mobile devices, including assisting in planning, developing, installing, configuring, maintaining, supporting, and optimizing systems hardware, software, and communication links. This position requires independent analyses, effective and efficient communications, and complex problem-solving skills with a heavy focus on application-level support.

Essential Job Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Provide front-end support to internal and external customers; diagnose and troubleshoot desktop-related issues (software installs, email configuration, and routing, hardware, applications, and peripherals)
Serve as an escalation point for the Service Desk, ensuring completion of Service Desk Tickets within required SLAs and to the customer’s satisfaction; perform advanced diagnoses of hardware and software, communicating the remediation plans to the team, the end-user, and to management as required
Support the ERP system and all related modules; perform advanced application-level troubleshooting on the ERP platform as well as other industry-standard software
Assist with conducting UAT and QAT on software and hardware releases as applicable to the business
Assist with administration and maintenance of (systems-based and application) user accounts, permissions, and access rights
Work with the Systems Engineer to perform routine system maintenance and system upgrades including service packs, patches/updates, hotfixes, and security configurations; conduct routine environment health checks
Work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the IT infrastructure (front and backend)
Maintain Department standardization of all hardware and software adhering to internal IT Controls and compliance policies
Document and update technical procedures, administrative processes, and configuration management
Assist with managing infrastructure assets: vendor support agreements, software licenses, hardware leases, and service contracts; assist with inventory management - monitoring and controlling inventory of IT equipment and consumables
Protect the organizations value by keeping information confidential and maintaining safe/ethical computing practices
Provide on-call emergency services after business hours, holidays, and weekends (as required)

Must be familiar with all or some of the following technologies

Network troubleshooting (DNS, DHCP, and TCP/IP)
MS Windows 11, MS Windows Server platforms (2016 and greater) / Active Directory
Application troubleshooting - Microsoft OS, Office 2016 (and greater), ERP/CRM type applications
Mobile Device Management
Virtualization technology
Cloud based technology
Antivirus and Anti-Spam technologies
Backup software technologies and methodology
Business Continuity Practice
Remote access configuration & troubleshooting (VPN)
VOIP telephony services
Website implementation and administration
Video Conferencing technologies
Ticketing System

Position Requirements/Experience/ Education:

Bachelor’s Degree in Information Systems, Computer Science, or a related field is a must .
2 years prior experience proving Tier 2 IT Support is a must .
Strong Application-level troubleshooting skills are a must .
Industry Standard Certifications (i.e. Microsoft) preferred.
Strong coordination, organization, teaming, and communication abilities.
Works well individually or in a group setting.
Strong interpersonal skills, able to deal effectively with people at all levels.
Consistent high level of customer care and responsiveness.
Good written and verbal communication skills.
Good organizational and time management skills.
Ability to work under pressure and with time constraints.
Successfully presents technical information to people at all levels .
Technical knowledge base and excellent problem-solving skills.
Process improvement techniques.
IT Documentation.

Ability Requirements:
Excellent follow-up skills
Ability to set clear expectations within the division and multitask.
Solid decision-making skills within the scope of the position.
Ability to meet deadlines.

Qualification Requirements:
Prioritizing, flexibility, adaptability
Problem assessment and problem-solving
Information gathering and information monitoring
Demonstrated accuracy and attention to detail

Functional Details:
Is this position closely, moderately, or minimally supervised? Minimally supervised.
Does this position have supervisory responsibility (i.e., responsible for hiring, firing, performance appraisals, etc.)? Yes __ ___ No X If yes, list the number and title for positions that directly or indirectly report to this position (i.e., three secretaries, four programmers, etc.):
Does this position have access to confidential information? Yes X _ No _ ____ If yes, please explain: While servicing an employee’s PC, they have access to all information in the system.
Does this position have authorization to obligate company funds? Yes X No ____ If yes, please explain: They have the ability to access P.O’s through GE.
This position requires what level of understanding of the English language?
Fluent X ___ Basic _____ None______
Will this person be required to pass a criminal background check, drug screening, DMV search, and reference verification? Yes X ___ No _ ____
If yes, please explain: He/she will need to successfully pass all the above screening requirements.
What type of equipment will this person need to do their job? Computer, office phone, mobile phone, external hard drive.

Physical Requirements:
Are there specific physical or environmental demands associated with this position? (Mark each activity with frequency level of either “C” constant; “F” frequent; “O” occasional; or “N” never.)
Environmental/Equipment:
O Around moving machinery
O Exposed to marked changes in temperature
O Exposed to dust, fumes, gases, etc.
O Operates motorized equipment/tools
O Works in confined spaces
O Exposed to electrical wiring
N Works at levels at or above 6 feet

Physical:
O Standing
O Walking
F Sitting
O Bending
O Squatting
O Crawling
O Kneeling
O Climbing
O Balancing
O Pushing/Pulling
F Handling Objects (manual dexterity)
F Reaching above shoulder level
F Using fine finger movements
F Speaking
C Hearing

Carry/Lift Loads up to:
Y 25 lbs
Y 25-50 lbs
N over 50 lbs