Job Description
Job Description
Summary :
As a Systems Administrator, you will serve as the primary point of contact for technical issues within our enterprise environment, managing these issues through our corporate ITSM platform.
Your responsibilities will include handling end-user incidents and contributing to project-related tasks.
This role is ideal for someone eager to apply a broad range of skills while rapidly learning new ones. You'll thrive in our fast-paced, dynamic environment where continuous improvement and innovation are the norm.
Essential Duties :
- Acts as a support point regarding technical issues within an enterprise environment
- Provide desktop and end user support to Skopos teammates. Providing onsite and remote support for our organization and senior level executives daily
- Ensure the highest levels of customer service in a collaborative environment with a keen focus on helping people resolve issues and problems
- Ability to explain technology concepts / procedures / policies in a non-technical way; collaborating and coordinating with members of other teams to track, isolate and resolve technical issues
- Independently resolve complex, break / fix issues following any issue until its resolution
- Serve as a point of escalation for incidents and requests
- Document incidents, issues, and resolutions in ITSM
- Document onboarding procedures for initial welcome training
- Stages and images computers (unboxing, setting up in staging area, imaging machines using client process)
- Maintains and updates equipment records in inventory and stock as required by the customer.
- Performs hard drive data wipes of refreshed equipment
- Maintains an organized staging center
- Ensure all desktop applications, workstations, and related equipment problems are resolved in a timely manner with limited disruptions
- Apply automation efficiencies through scripting common tasks
- Lead and assist with root cause analysis as it relates to desktop computers and all peripheral devices
- Strong task management skills : ability to prioritize, triage, resolve and escalate in an efficient and effective manner
- Interact with IT functional groups and establish relationships cross-functionally to drive escalations to closure
- Work with teams implementing infrastructure projects
- Supports internal policies and procedures
- Strong understanding of security best practices, worst practices, concepts and real-world applications
- Excellent communication skills with the ability to adjust communications based on the audience
Education & Experience
- ITIL Certification or working knowledge of ITIL Best Practices
- Bachelors preferred or 5+ years of relevant experience
- Knowledge of Asset Management processes
- A+, Security+, Network+, or equivalent experience
- Microsoft Azure Certifications or 2+ years of relevant experience
- Intune Certifications or 2+ years of relevant experience
- 4+ years of relevant experience in technical assistance and issue resolution for end users
Competencies
- At least 5 years installing and configuring computer peripherals such as external monitors, cameras, printers, scanner, etc.
- At least 5 years installing and configuring end-user applications and ensuring they are patched and running optimally for the user
- Experience with remote imaging / management tools. Building and testing task sequences
- JAMF Experience in the corporate environment is a must
- Experience working with Microsoft Workstation Operating Systems, Apple OS based systems, and the Microsoft Office O365 Suite of applications
- PowerShell, Batch, VBA or other scripting exposure
- Experience working with Microsoft Server Operating Systems, 2016, 2019 and 2022
- Familiarity with network administration practices i.e. IP Addressing, IP Subnets, VLANs, VPNs, client monitoring
- Experience working with Microsoft Active Directory Security Groups, Azure Security Groups and Accounts, Microsoft Exchange and Active Directory Group Policies
- Exposure to Linux Operating Systems
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