IT Operations Support Administrator

• Acknowledge, troubleshoot, and resolve customer inquiries within established service level guidelines
• Provide onsite or remote desktop support for hardware, software, peripherals, printers, keyboards, and audio/video equipment
• Support procurement, configuration, and deployment of company-issued Android and iOS mobile devices
• Maintain the end-user computing environment, including software delivery and telephony endpoints
• Assist with accommodation requests and support client hardened environments
• Track IT assets accurately using asset management suites such as SCCM and/or Microsoft Intune
• Administer identity management, including account creation, permissions assignment, and account troubleshooting
• Support a Virtual Desktop Infrastructure platform
• Provide guidance to entry-level service desk personnel
• Provide telephony support, including endpoint installation, account management, and reporting administration
• Create and maintain technical and end-user process documentation
• Apply information assurance best practices to manage business objectives and risks
• Ensure compliance with ITIL processes, enterprise standards, and change management procedures
• Provide after-hours support through an evening and weekend on-call rotation
• Provide training for Peckham staff and team members
• Collaborate with Peckham staff, vendor consultants, and contracted customers on projects
• Maintain quality and safe-work standards and perform other assigned duties
• Travel occasionally to other local sites, community locations, and vendors, up to 25%

• High School Diploma or Equivalency
• 1-3 years of experience in an IT help desk, technical support, or desktop technician role
• CompTIA A+, CompTIA Sec+, or ITIL Fundamentals certification, or ability to obtain one within the first year of employment
• May be required to obtain and maintain relevant professional certifications and security clearances based on customer contract needs
• U.S. Citizenship required due to security clearances
• Ability to reliably travel to and from assigned worksites and community locations
• Skilled in imaging PCs, setting up workstations, and supporting end users
• Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems
• Knowledge of ticketing systems such as Service Now, Remedy, Jira, and Zendesk, and basic ITSM methodologies
• Skilled in critical thinking and reasoning abilities to solve unique problems
• Ability to lift or move up to 10 pounds regularly and up to 25 pounds occasionally
• Associate’s Degree or higher in a field closely related to Computer Technology preferred
• Skilled with Microsoft Teams, Microsoft SharePoint, and remote desktop control tools preferred
• Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applications preferred
• Skilled in project implementation preferred

Demonstrates expertise in IT support, including troubleshooting, hardware and software configuration, and end-user training. Proficient in asset management, identity management, and compliance with ITIL processes to ensure effective service delivery.

• CompTIA A+ Certification
• Microsoft SCCM
• Windows/Azure Active Directory
• Technical Support Experience
• ITIL Fundamentals Certification

• Troubleshooting
• End-User Support
• PC Imaging
• Remote Desktop Support
• Telephony Support
• Asset Management
• Identity Management
• Project Implementation
• Critical Thinking
• Documentation Creation

• Collaboration
• Training
• Problem Solving
• Communication
• Customer Service

• CompTIA Sec+
• ITIL Fundamentals
• Relevant Professional Certifications

• IT Help Desk
• Technical Support
• Desktop Technician
• End-User Computing
• Information Assurance
• Change Management
• Service Level Guidelines
• Security Clearances
• Compliance
• ITSM Methodologies

• Microsoft Intune
• Service Now
• Remedy
• Jira
• Zendesk
• Microsoft Teams
• Microsoft Share Point
• Virtual Desktop Infrastructure
• Audio/Video Equipment
• Telephony Endpoints