Information Technology Help Desk Administrator

Summary

Seasoned IT Administrator with a strong foundation in end-user support and a proven track record of advancing from frontline help desk operations into full systems administration. Adept at managing infrastructure, improving IT processes, and delivering reliable, secure technology services. Brings deep hands-on experience with troubleshooting, system configuration, and user enablement, paired with a broader strategic understanding of network, server, and cloud environments.

Key Responsibilities

Systems & Infrastructure Administration

• Maintain, configure, and support on-premises and cloud-based systems including servers, virtualization platforms, storage, identity management, and endpoint management tools.
• Administer Microsoft 365, Active Directory, Azure AD, Intune/Endpoint Manager, and related enterprise services.
• Ensure system uptime, performance, and reliability by proactively monitoring and resolving issues before they impact operations.

Network Management

• Support and maintain LAN/WAN infrastructure, firewalls, wireless networks, VPN, and network security appliances.
• Perform configuration changes, firmware updates, and troubleshooting of connectivity and performance issues.

Security & Compliance

• Implement and enforce security best practices including patch management, MFA, least-privilege access, and endpoint protection.
• Assist with audits, compliance initiatives (e.g., SOC 2, HIPAA, PCI), and incident response activities.

IT Service & Support Leadership

• Provide Tier 2 and Tier 3 technical support after progressing from Help Desk roles.
• Mentor junior support staff and help develop standard operating procedures and knowledge base documentation.
• Drive continuous improvement in help desk workflows, ticket resolution processes, and user experience.

Project Implementation

• Lead or participate in IT projects such as system upgrades, migrations, hardware refresh cycles, and cloud adoption initiatives.
• Coordinate with vendors, internal stakeholders, and cross-functional teams to ensure project success.

Asset, Patch, & Configuration Management

• Oversee hardware/software lifecycle management including procurement, deployment, inventory tracking, and decommissioning.
• Manage OS and application patching schedules and automated update systems.

Required Skills & Qualifications

• Proven experience progressing from Help Desk Support to systems administration roles.
• Strong knowledge of Windows Server environments, Microsoft 365, Active Directory, networking fundamentals, and endpoint management.
• Experience with virtualization (VMware/Hyper-V), backup systems, and cloud technologies such as Azure or AWS.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to work independently and manage multiple priorities in a dynamic environment.

Preferred Skills

• Scripting skills (PowerShell, Bash, Python).
• Experience with SIEM, IDS/IPS, and advanced security tools.
• Familiarity with ITIL practices, documentation standards, and ticketing platforms (Jira, ServiceNow, etc.).

Professional Traits

• Customer-focused mindset grounded in hands-on support experience.
• Adaptable, resourceful, and committed to continuous learning.
• Capable of bridging the gap between end-users and technical infrastructure teams.