Job Title: System Admin
Job Overview:
The Senior IT End User Support Specialist is responsible for providing advanced technical assistance to end users within the organization. This role requires a deep understanding of various IT systems, excellent troubleshooting skills, and the ability to manage and resolve complex technical issues. The position also involves mentoring junior support staff, contributing to IT infrastructure projects, and ensuring the smooth operation of IT systems to optimize user productivity.
Key Responsibilities:
- Technical Support:
- Provide high-level technical support to end users for hardware, software, network, and systems-related issues.
- Troubleshoot, diagnose, and resolve complex technical problems across Windows, macOS, and mobile platforms.
- Assist with configuration, deployment, and maintenance of end-user devices, including desktops, laptops, mobile devices, and printers.
- System Administration:
- Manage user accounts, permissions, and security policies in Active Directory, Office 365, and other enterprise applications.
- Assist in the administration of network devices, VPNs, and virtual environments (e.g., VMware, Hyper-V).
- Maintain and update system configurations, ensuring all hardware and software are compliant with company policies and standards.
- Incident and Problem Management:
- Act as a point of escalation for complex support issues, working closely with other IT teams to resolve critical incidents.
- Document technical issues and resolutions in the helpdesk system, ensuring accurate records of user interactions.
- Identify recurring problems and provide solutions to improve system performance and reduce future incidents.
- Project Involvement:
- Collaborate with IT teams on infrastructure projects, such as system upgrades, migrations, and hardware refresh initiatives.
- Assist with the planning and execution of software rollouts, including testing, deployment, and end-user training.
- Mentorship and Training:
- Provide guidance and mentorship to junior support staff, ensuring their growth and development in technical support.
- Develop and deliver training materials and sessions to end users on IT best practices, new systems, and software.
Required Qualifications:
- Bachelor’s degree in information technology, Computer Science, or related field, or equivalent work experience.
- 5+ years of experience in IT support or a similar role, with a strong focus on end-user support.
- Advanced knowledge of Windows and macOS operating systems, as well as Microsoft Office 365 and other enterprise applications.
- Proficiency in network troubleshooting (TCP/IP, DNS, DHCP, VPN).
- Experience with system administration tools such as Active Directory, Group Policy, and remote management tools.
- Familiarity with ITIL processes and best practices for incident management and problem resolution.
- Experience with virtualization technologies (e.g., VMware, Hyper-V) and cloud environments (e.g., Azure, AWS) is a plus.
Skills and Competencies:
- Excellent problem-solving skills and the ability to think critically in high-pressure situations.
- Strong communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Ability to prioritize tasks and manage multiple issues concurrently.
- Strong organizational skills and attention to detail.
- A proactive approach to identifying and resolving technical issues.
Certifications (Preferred):
- CompTIA A+, Network+, or Security+
- Microsoft Certified: Modern Desktop Administrator
- ITIL Foundation Certification
- VMware or other relevant certifications are a plus.
Work Environment:
- Fast-paced, dynamic office environment.
- Occasional after-hours or weekend work may be required for critical incidents or system upgrades.
- Ability to work independently and collaboratively within a team setting.
Benefits:
- Competitive salary and performance-based incentives.
- Health, dental, and vision insurance.
- Opportunities for professional development and certification.
- Retirement savings plan.
