Service Desk Administrator

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 organization's 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…