IT Administrator-E

About the position

The position involves providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The role includes serving as the initial point of contact for troubleshooting hardware/software PC and printer problems, recording events and problems, and performing hardware and software troubleshooting. The candidate will also be responsible for user account management, utilizing remote view and remote-control capabilities, and maintaining Windows PCs and servers. Additionally, the role encompasses field support, administration, and additional duties as assigned by the supervisor.

Responsibilities

• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Serve as the initial point of contact for troubleshooting hardware/software PC and printer problems.
• Record events and problems and their resolution in logs, route Helpdesk tickets as appropriate and coordinate escalation of service requests.
• Perform hardware and software troubleshooting with Supervisor's approval, assign to 3rd party resolver in accordance with Vendor's agreements.
• Run reports to determine malfunctions that continue to occur. Run diagnostic programs to resolve problems.
• Coordinate onsite remediation when necessary. Provide accurate information on IT products or services.
• Perform user account management.
• Utilize remote view and remote-control capabilities to assist in incident resolution.
• Perform the administrative activities associated with maintaining Windows 8/10 PC's and 2008/2012/2016 server.
• Use hardware and software tools to isolate, troubleshoot and repair data communications and computer system problems.
• Install, customize and test network communications for staff/agency systems.
• Maintain accurate IT Asset Inventory.
• Assist with monitoring network equipment uptime, system configuration and performance.
• Assist with coordinating system changes with appropriate support staff to ensure uninterrupted computer services to internal and external stakeholders.
• Perform data sanitization on hard drives as part of the disposal process.
• Provide technical leadership, training and assistance to agency staff.
• Oversee and coordinate system implementations, upgrades, and enhancements.
• Supervise system security including Active Directory user account move/add/changes and network access and permission changes.
• Perform additional duties and responsibilities as assigned by supervisor.
• Communicate any problems/concerns of the programs to Supervisor in a timely manner.
• Develop and maintain the business continuity plan for information systems and implement measures designed to safeguard the technology and management needs in the event of major incidents or disasters.
• Effectively communicate workload prioritization and progress to supervisor.
• Complete all required trainings as per regulatory guidelines, funding, licensing and other trainings as requested by supervisor.
• Comply with all policies, procedures and requirements necessary to perform the functions of this position.

Requirements

• Associate's Degree in Information Technology or related field.
• Minimum 5 years of experience in installing, troubleshooting, and/or maintaining software and hardware installations, upgrades, and related activities.
• Basic Technical Certification (A+, networking, MCP, etc.).
• Knowledge of supporting Office 365.
• Knowledge of current principles and practices of computer systems technology.