System Administrator

Reports To : IT Supervisor FLSA Status
:
Salary Non-Exempt

POSITION SUMMARY:

The IT Support Technician serves as the front line of technical support for the facility, providing Tier 1 and Tier 2 assistance to end users and helping maintain reliable operation of the organization's device fleet and core IT services. The position resolves hardware, software, account, and connectivity issues; configures and maintains computers and peripherals; supports user access; and assists with day-to-day IT operations under the direction of the IT Systems Administrator.

The role minimizes downtime and supports employee productivity through prompt, courteous, and effective technical service.

(includes but is not limited to the following)

• Provide Tier 1 and Tier 2 help desk support by phone, email, and in person; troubleshoot Windows, Microsoft 365, and business-application issues; document tickets and resolutions; and elevate complex or high-impact matters as needed.
• Set up, configure, image, deploy, maintain, and perform basic repairs on desktop computers, laptops, mobile devices, and related hardware.
• Maintain IT equipment inventory, asset records, and device-assignment documentation.
• Provision and deprovision user accounts; reset passwords; unlock accounts; and administer routine group memberships and permissions in Active Directory, Microsoft Entra , Microsoft 365, and Dynamics 365 in accordance with approved procedures.
• Install, maintain, and troubleshoot printers, scanners, conference-room audiovisual equipment, and other office technology.
• Assist the IT Systems Administrator with backup verification, basic data recovery, software updates, patch management, and assigned IT projects or initiatives.
• Perform basic LAN, Wi-Fi, and VPN connectivity troubleshooting and elevate infrastructure or security-related issues as needed.
• Create and maintain technical documentation, knowledge-base articles, standard operating procedures, and accurate ticket histories.
• Coordinate with Human Resources and department leaders regarding employee onboarding, offboarding, equipment, and access needs.
• Communicate with hardware and software vendors, service providers, and contractors regarding technical support, warranties, repairs, cabling, or equipment installation.
• Follow all applicable safety, security, confidentiality, quality, and company requirements and perform other duties as assigned.

• Working knowledge of Windows 10/11 and Microsoft 365 troubleshooting.
• Working knowledge of Active Directory user and permission administration; familiarity with Microsoft Entra  Dynamics 365 preferred.
• Fundamental understanding of TCP/IP, DNS, DHCP, LAN, Wi-Fi, and VPN connectivity.
• Ability to troubleshoot PC hardware, printers, peripherals, mobile devices, and common business applications.
• Ability to use help desk ticketing systems and maintain clear, accurate technical documentation.
• Strong customer-service, communication, organization, and problem-solving skills.
• Ability to explain technical concepts clearly to non-technical users and interact professionally with employees at all organizational levels.
• Ability to manage competing priorities, work independently on routine matters, and protect confidential or sensitive information.

• Independently resolve routine help desk and desktop-support issues, complete standard account actions, and image or deploy devices using established procedures.
• Prioritize requests based on ticket severity, business impact, outages, multi-user impact, the ticket queue, and direction from the IT Systems Administrator.
• Obtain approval before making infrastructure or security changes, granting privileged access, purchasing equipment or software, or implementing changes that affect multiple users.
• Escalate complex, intermittent, high-impact, or security-related issues promptly.

Activity Frequency

Sitting / Computer Work:
Constantly

Standing / Walking:
Occasionally

Keyboarding / Data Entry:
Frequently

Lifting up to 20 lbs:
Occasionally

Reaching / Handling documents:
Frequently

(Occasionally):
Occupation requires this activity up to 33% of the time

(Frequently):
Occupation requires this activity from 33% - 66% of the time

(Constantly):
Occupation requires this activity more than 66% of the time

• Associate's degree or two-year technical certificate in Information Technology, Computer Science, Information Systems, or a related field required;…