Helpdesk System Administrator

The Helpdesk System Administrator is the primary resource for the phone system, server administration and Windows/OS desktop Support. This position is responsible for performing system maintenance including: install, maintenance, backup, and ensuring the availability of computer systems. In addition, this position is involved with computer security-related projects and assists end users with systems and phone issues.    

Job Responsibility: Helpdesk and End User Assistance:

  • Assist with Helpdesk and complete assigned ticket requests
  • Answer helpdesk tickets and respond to user issues
  • Work with and complete assigned ticket requests
  • Complete tasks efficiently, accurately and timely
  • Installation, deployment, and maintenance of all staff Desktops and Laptops
  • Diagnose and repair hardware/software issues (OS and Windows)
  • Take escalations of issues from other staff, especially in specialty fields
  • Patch management of staff hardware/software

  • Time Spent: 50% Expected Outcome(s):
  • Timely, thorough, and accurate responses to end-user needs will promote effectiveness and efficiencies across departments, and further ensure access to, and reliability of system applications

  • Job Responsibility: Maintenance and system administration:
  • Resolve user issues, maintain and administer servers
  • Promote core system application enhancements
  • Prevent system downtime
  • Ensure user access to systems
  • Audit System Usage
  • Perform daily and monthly system saves
  • Resolve any user issues related to the servers
  • Ensure applications run properly
  • Ensure proper/secure configuration
  • Promote efficient running hardware for business needs
  • Communicate system changes with supervisor, peers, and management
  • Primary support of phone/telecom systems
  • Patch Management of internal servers
  • Windows server administration (2008 and 2012). This includes Active Directory, DNS and DHCP, Print Servers

  • Time Spent: 30% Expected Outcome(s):
  • Consistent assistance to end-users, and participation in prompt and accurate system enhancement and maintenance efforts will ensure end-user accessibility to system applications
  • Completed administration and maintenance tasks will promote and ensure consistency and efficiency in the functionality, security, data integrity and synchronization of Server applications
    Documentation and Process creation:
  • Standardized work processes will ensure accuracy, completeness of end-user documentation, further ensuring documentation usability

  • Professional Competencies (knowledge, skills, and abilities):
    Knowledge: Network hardware/equipment, Operating systems, Linux and Microsoft Servers, Phone solutions (VoIP) Skills: Effective time management skills Effective interpersonal and communication skills Abilities: Effective listening Adaptable to dynamic environment Team focused Ability to produce under stressful situations Problem solving abilities Ability to manage multiple tasks and prioritize work to adhere to deadlines and identified time frames

  • High School Diploma or equivalent GED
  • Associate’s or Bachelor’s degree in computer related field, preferred
  • Experience:
  • At least (2) years of system helpdesk support and system administration

  • Certification and License(s):
  • MCSA  preferred
  • A+ preferred
  • CCNA preferred
  • VMware preferred

  • Bonus Experience:
  • Quest Kace Systems Management Suite
  • Jamf
  • Linux
  • Postfix
  • Office 365 Administration
  • Google Apps/G Suite Administration
  • JIRA

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