IT Systems Administrator

The Systems Administrator provides advanced technical support for all applications, cloud systems, and services by phone, email, chat, local on-site visits, or remote access. This role assists with the implementation and support of local and cloud-based applications / systems and is responsible for the management and compliance of those systems.

Responsibilities:

• Provide advanced technical support for incoming support requests as assigned as well as provide overflow coverage when necessary.
• Resolve all tickets assigned based on IT procedures and policies and within established SLAs.
• Provide onsite support, installation services, and equipment delivery to facilities, employees, and remote offices as assigned. Travel to remote locations may be required with the potential of overnight travel which must be approved in advance.
• Provide coverage for incoming support requests after normal working hours as scheduled.
• Review the system monitoring and support system portals daily and open tickets for any outages or degradation in system / application performance (i.e. full laptop hard drives, viruses, high ping times, unresponsiveness).
• Interact with vendors related to hardware, software, and service issues. Ensure issues are addressed and resolved within agreed upon vendor service level agreements.
• Ensure all computers and mobile devices are actively reporting to central support systems and are successfully applying all policies and updates.
• Ensure computer and mobile device “golden images” are current and do not contain any unnecessary software or settings.
• Manage the deployment of software to all computers and mobile devices and ensure that computer software is kept current.
• Manage the implementation of front-facing and computer support systems which includes research, configuration, documentation, and deployment to employees, computers, and servers.
• Ensure all front-facing and computer support systems are running as expected and are setup based on best practices. Verify IT personnel are using the systems properly to maintain security footprint.
• Ensure all front-facing and computer support systems are kept secure by managing access and enforcing MFA.
• Create and follow project plans for all IT projects including new implementations and upgrades.
• Follow change management procedures for any system-wide changes or deployments.
• Develop and manage Active Directory group policies and ensure computer and server compliance / enforcement. Engage Network and Security Administrators for any policies affecting servers.
• Ensure software license and subscription compliance for all software and services.
• Ensure all system access requests and terminations are properly documented.
• Create and maintain application component and cloud diagrams and disaster recovery documentation for all front-facing and computer support systems.
• Audit cellular devices regularly to ensure services are still warranted.
• Perform regular security audits and phishing campaigns. Develop applicable security awareness documentation / videos and perform annual company-wide security awareness trainings.
• Conduct initial IT technical and security training for new company hires.
• Mentor IT support staff. Provide training for front-facing and computer support system usage and foster compliance with established policies and procedures.
• Create procedural documentation for internal IT processes and ensure support staff are trained.
• Provide IT staff training for new front-facing or computer support software and/or services.
• Enforce company-wide IT policies when working on any computer or network equipment.
• Perform other duties as assigned.

Qualifications:

• High school diploma or higher with four (4) or more years’ experience working in an IT support role and two (2) or more years’ experience managing on-prem and cloud applications / systems in a medium to large company.
• Proficient with the current version of Microsoft Office 365 (Word, Excel, Outlook) and Outlook Web Access.
• Proven capability to install and configure computer software.
• Able to install, configure, and support the most recent versions of the Windows client-based operating system.
• Able to install, configure, and support…