What are the responsibilities and job description for the Service Desk Administrator position at Modern Technology Solutions, Inc.?
The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators.Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.
- Deploy and configure desktops/laptops, printers, networking devices, and software
- Install/upgrade operating systems and application software
- Image systems with Microsoft Development Toolkit (MDT) and other imaging tools
- Diagnose Windows 11, Office 365 and other application issues
- Track and maintain computer assets using asset management tools
- Set up new hire computer equipment and VoIP Phones
- Administer Active Directory Users and Groups on the domain
- Assist users with remote access through VPN.
- Ensure all ticket communication & follow up in a timely manner based on established SLA
- Diagnose and fix problems with Laptops and Desktops, as company standard hardware.
- Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)
- Review current system and make technical/process recommendations for improving efficiency
- Implement and maintain security standards, procedures, and guidelines for multiple platforms
- Keep deployed systems up to date with OS, hardware and software patches and upgrades
- Demonstrate professionalism in response to customer requests
- Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate
- Research and/or contact vendors regarding technical problems and solutions
Technical experience should include:
- Strong Microsoft Windows background
- Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture
- Experience installing, configuring, and troubleshooting Windows Operating Systems
- Installation and configuration of hardware and software
- Active Directory user account configuration and maintenance
- Proficiency in Microsoft Office suite (365 experience preferred)
- Experience troubleshooting common networking issues on client systems
- Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers
General experience should include:
- Experience in a fast-paced environment
- Deep interest in learning and developing new skills
- Excellent oral and written communication skills
- Strong organizational skills and ability to manage multiple tasks concurrently
- Excellent time management, scheduling, and organizational skills
- Ability to work well independently as well as follow detailed instructions for completing tasks
- Must be a team player and be able to work within all levels of a project team
- Excellent Customer Service skills
- Requires proactive problem solving and troubleshooting/diagnostic skills.
- Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.
- Experience working in a corporate IT environment
Desired experience should include:
- An industry certification such as A , Network , MCSA, etc.
- Security preferred
- Basic Microsoft Entra understanding
- ITSM preferably ServiceNow
- Intune
- Endpoint Management tools, preferably ManageEngine
- Microsoft 365 Administration
Minimum Training/Education Required:
- Associate's, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience
- Minimum of three (2) years of experience in Service Desk environment
Clearance Requirements:
- Ability to obtain/maintain a DoD SECRET clearance
Please Note: U.S. Citizenship is required for most MTSI positions.
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- Interesting Work: Our co-workers support some of the most important and critical programs to our national defense and security.
- Values: Our first core value is that employees come first. We challenge our co-workers to provide the highest level of support and service, and reward them with some of the best benefits in the industry.
- 100% Employee Owned: We have a stake in each other's success, and the success of our customers. It's also nice to know what's going on across the company; we have company wide town-hall meetings three times a year.
- Great Benefits - Most Full-Time Staff Are Eligible for:
- Starting PTO accrual of 20 days PTO/year 10 holidays/year
- Flexible schedules
- 6% 401k match with immediate vesting up to $9k annually
- Semi-annual bonus eligibility (July and December)
- Company funded Employee Stock Ownership Plan (ESOP) - a separate qualified retirement account
- Up to $10,000 in annual educational reimbursement
- Other company funded benefits, like life and disability insurance
- Optional zero deductible Blue Cross/Blue Shield health insurance plan
- Track Record of Success: We have grown every year since our founding in 1993.
Modern Technology Solutions, Inc. (MTSI) is a 100% employee-owned engineering services and solutions company that provides high-demand technical expertise in Digital Transformation, Modeling and Simulation, Rapid Capability Development, Test and Evaluation, Artificial Intelligence, Autonomy, Cybersecurity and Mission Assurance
MTSI delivers capabilities to solve problems of global importance. Founded in 1993, MTSI today has employees at over 20 offices and field sites worldwide.
For more information about MTSI, please visit www.mtsi-va.com
MTSI embraces nine core values including our first core value of Employees come first. Consistent with our Core Values, we are committed to Equal Opportunity, making decisions without regard to race, color, religion, sex, national origin, age, military/veteran status, disability, or any other characteristics protected by applicable law. MTSI is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants and employees with physical and/or mental disabilities.
MTSI is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.