Technical Support Administrator (July 9, 2026)

| **Title of Position:** **Reports To:** **Pay Grade:** **Annual Pay Rate:** **Posting Date:** | | **Technical Support Administrator** Systems Administrator 616 $49,585 to $69,500 July 9, 2026 | | --- | --- | --- | | **Closing Date:** | | July 22, 2026 by 5:00 p.m. or until filled(External and Internal Posting) | JOB SUMMARY This position functions as a team lead for the Help-Desk Support Specialists, providing technical and non-technical guidance and solutions to a variety of complex and rewarding problems. **ESSENTIAL FUNCTIONS** 1. Owns and manages the day-to-day operation of the Help-desk, including administration of the IT service management (ticketing) system — configuring queues, categories, workflows, assignment rules, and automation so that tickets are consistently captured, triaged, prioritized, and resolved. Manages, develops, and coaches part-time Help-desk Support staff to provide proactive solutions and ensure the highest level of customer satisfaction. 2. Defines and governs the service request intake process, including a service catalog and standardized triage and prioritization rules, so that all requests are logged, routed, and handled consistently. 3. Establishes, monitors, and reports on Help-desk service levels and key performance indicators — including response and resolution times, ticket volume and trends, and customer satisfaction — and uses these metrics to drive service improvements. 4. Identifies and develop automated solutions within area of responsibility to streamline processes, minimize user generated errors, and increase overall departmental productivity. 5. Conducts root cause analysis, where appropriate, to ensure that systemic solutions are identified and/or appropriate checks are added to monitoring system(s). 6. Drives continuous improvement by reviewing recurring incidents and root-cause trends and translating them into process changes, automation, or knowledge base updates that reduce ticket volume and improve resolution times. 7. Defines, writes, and maintains help-desk processes, standard operating procedures, and runbooks in accordance with departmental and company policies and procedures, and ensures that help-desk personnel follow established processes, procedures, and policies. Owns the departmental knowledge base and wiki, creating, curating, and maintaining documentation to promote consistency and end-user self-service. 8. Collaborate with IT colleagues to ensure that identified solutions are consistent with overall departmental objectives and direction. 9. Identifies and recommends appropriate hardware and software solutions to meet user requirements. Maintains inventory and licensing compliance of IT managed hardware and software. 1. Manages the IT hardware and software asset lifecycle, including procurement, asset tagging and tracking, deployment, maintenance, refresh planning, and secure decommissioning, data sanitization, and disposal of retired equipment; maintains accurate asset records and chain-of-custody and ensures software licensing compliance. 2. Administers end-user operating system, software, and firmware updates. Ensures that all available critical end-user operating system patches are applied. Administers assigned applications, servers, and networking equipment. 3. Conducts day-to-day user, group, and license management within Microsoft Entra ID (Azure Active Directory) and Exchange Online, including Microsoft 365 group, mailbox, and distribution-list administration. Manages device compliance and security policies through Microsoft Intune and Entra Conditional Access. Working knowledge of hybrid on-premises Active Directory and Group Policy is a plus. Administers and tests file, application, and network access control. 4. Owns the IT onboarding and offboarding process, including timely and secure provisioning and deprovisioning of user accounts, Microsoft 365 licenses, and end-user devices. 5. Ensures end-user devices are maintained through appropriate monitorin…