Service Desk Administrator

• Intune

The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.

• Deploy and configure desktops/laptops, printers, networking devices, and software
• Install/upgrade operating systems and application software
• Image systems with Microsoft Development Toolkit (MDT) and other imaging tools
• Diagnose Windows 11, Office 365 and other application issues
• Track and maintain computer assets using asset management tools
• Set up new hire computer equipment and VoIP Phones
• Administer Active Directory Users and Groups on the domain
• Assist users with remote access through VPN.
• Ensure all ticket communication & follow up in a timely manner based on established SLA
• Diagnose and fix problems with Laptops and Desktops, as company standard hardware.
• Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)
• Review current system and make technical/process recommendations for improving efficiency
• Implement and maintain security standards, procedures, and guidelines for multiple platforms
• Keep deployed systems up to date with OS, hardware and software patches and upgrades
• Demonstrate professionalism in response to customer requests
• Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate
• Research and/or contact vendors regarding technical problems and solutions

• Strong Microsoft Windows background
• Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture
• Experience installing, configuring, and troubleshooting Windows Operating Systems
• Installation and configuration of hardware and software
• Active Directory user account configuration and maintenance
• Proficiency in Microsoft Office suite (365 experience preferred)
• Experience troubleshooting common networking issues on client systems
• Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers

• Experience in a fast-paced environment
• Deep interest in learning and developing new skills
• Excellent oral and written communication skills
• Strong organizational skills and ability to manage multiple tasks concurrently
• Excellent time management, scheduling, and organizational skills
• Ability to work well independently as well as follow detailed instructions for completing tasks
• Must be a team player and be able to work within all levels of a project team
• Excellent Customer Service skills
• Requires proactive problem solving and troubleshooting/diagnostic skills.
• Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.
• Experience working in a corporate IT environment

• An industry certification such as A+, Network +, MCSA, etc.
• Security + preferred
• Basic Microsoft Entra understanding
• ITSM preferably Service Now
• Intune
• Endpoint Management tools, preferably Manage Engine
• Microsoft 365 Administration

• Associate's, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience
• Minimum of three (2) years of experience in Service Desk environment

• Ability to obtain/maintain a DoD SECRET clearance

Please Note:

U.S. Citizenship is required for most MTSI positions.

#MTSI

#onsite