Service Desk Administrator

Job Type: Full-time

Dept.: Information Technology 

Classification: Exempt

EEO Code: Professionals                               

Supervisor’s Title: CTO 

Hours:  Monday- Friday, 830am to 5pm. Additional hours may be required as business necessitates.

Date updated: November 2023

Job Summary: 

The Jr. System Administrator will provide stable and uninterrupted operation of all in-house computer systems, peripherals, tablets, and mobile devices, including assisting in planning, developing, installing, configuring, maintaining, supporting, and optimizing systems hardware, software, and communication links. This position requires independent analyses, effective and efficient communications, and complex problem-solving skills with a heavy focus on application-level support.  

Essential Job Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Provide front-end support to internal and external customers; diagnose and troubleshoot desktop-related issues (software installs, email configuration, and routing, hardware, applications, and peripherals) 
• Serve as an escalation point for the Service Desk, ensuring completion of Service Desk Tickets within required SLAs and to the customer’s satisfaction; perform advanced diagnoses of hardware and software, communicating the remediation plans to the team, the end-user, and to management as required 
• Support the ERP system and all related modules; perform advanced application-level troubleshooting on the ERP platform as well as other industry-standard software 
• Assist with conducting UAT and QAT on software and hardware releases as applicable to the business
• Assist with administration and maintenance of (systems-based and application) user accounts, permissions, and access rights 
• Work with the Systems Engineer to perform routine system maintenance and system upgrades including service packs, patches/updates, hotfixes, and security configurations; conduct routine environment health checks 
• Work within established configuration and change management policies to ensure awareness, approval, and success of changes made to the IT infrastructure (front and backend) 
• Maintain Department standardization of all hardware and software adhering to internal IT Controls and compliance policies 
• Document and update technical procedures, administrative processes, and configuration management 
• Assist with managing infrastructure assets: vendor support agreements, software licenses, hardware leases, and service contracts; assist with inventory management - monitoring and controlling inventory of IT equipment and consumables 
• Protect the organization's value by keeping information confidential and maintaining safe/ethical computing practices 
• Provide on-call emergency services after business hours, holidays, and weekends (as required) 

Must be familiar with all or some of the following technologies

• Network troubleshooting (DNS, DHCP, and TCP/IP) 
• MS Windows 11, MS Windows Server platforms (2016 and greater) / Active Directory 
• Application troubleshooting - Microsoft OS, Office 2016 (and greater), ERP/CRM type applications 
• Mobile Device Management 
• Virtualization technology 
• Cloud based technology
• Antivirus and Anti-Spam technologies 
• Backup software technologies and methodology 
• Business Continuity Practice 
• Remote access configuration & troubleshooting (VPN) 
• VOIP telephony services 
• Website implementation and administration 
• Video Conferencing technologies 
• Ticketing System 

Position Requirements/Experience/ Education:

• Bachelor’s Degree in Information Systems, Computer Science, or a related field is a must. 
• 2 years prior experience proving Tier 2 IT Support is a must. 
• Strong Application-level troubleshooting skills are a must. 
• Industry Standard Certifications (i.e. Microsoft) preferred. 
• Strong coordination, organization, teaming, and communication abilities.
• Works well individually or in a group setting.

• Strong interpersonal skills, able to deal effectively with people at all levels.
• Consistent high level of customer care and responsiveness.
• Good written and verbal communication skills.
• Good organizational and time management skills.

• Ability to work under pressure and with time constraints.
• Successfully presents technical information to people at all levels . 
• Technical knowledge base and excellent problem-solving skills.
• Process improvement techniques.
• IT Documentation.

Ability Requirements:

• Excellent follow-up skills 
• Ability to set clear expectations within the division and multitask.
• Solid decision-making skills within the scope of the position.
• Ability to meet deadlines.

Qualification Requirements:

• Prioritizing, flexibility, adaptability
• Problem assessment and problem-solving
• Information gathering and information monitoring
• Demonstrated accuracy and attention to detail

Functional Details: 

1. Is this position closely, moderately, or minimally supervised?  Minimally supervised.
2. Does this position have supervisory responsibility (i.e., responsible for hiring, firing, performance appraisals, etc.)? Yes __ ___ No __X__ If yes, list the number and title for positions that directly or indirectly report to this position (i.e., three secretaries, four programmers, etc.):  
3. Does this position have access to confidential information? Yes __X___ No _ ____ If yes, please explain:  While servicing an employee’s PC, they have access to all information in the system.  
4. Does this position have authorization to obligate company funds? Yes __X__ No ____ If yes, please explain:  They have the ability to access P.O’s through GE. 
5. This position requires what level of understanding of the English language? 
   Fluent _X____ Basic _____ None______  
6. Will this person be required to pass a criminal background check, drug screening, DMV search, and reference verification? Yes _X____ No _ ____

        If yes, please explain: He/she will need to successfully pass all the above screening requirements. 

Physical Requirements: 

Are there specific physical or environmental demands associated with this position? (Mark each activity with frequency level of either “C” constant; “F” frequent; “O” occasional; or “N” never.)

Environmental/Equipment:

__O__ Around moving machinery

__O__ Exposed to marked changes in temperature

__O__ Exposed to dust, fumes, gases, etc.

__O__ Operates motorized equipment/tools

__O__ Works in confined spaces

__O__ Exposed to electrical wiring

__N__ Works at levels at or above 6 feet

Physical:                                                                                                          

__O__ Standing                                                           

__O__ Walking

__F__ Sitting

__O__ Bending

__O__ Squatting

__O__ Crawling

__O__ Kneeling

__O__ Climbing

__O__ Balancing

__O__ Pushing/Pulling

__F__ Handling Objects (manual dexterity)

__F__ Reaching above shoulder level

__F__ Using fine finger movements

__F__ Speaking

__C__ Hearing

Carry/Lift Loads up to:

__Y__   25 lbs

__Y__   25-50 lbs

__N__   over 50 lbs