IT System Administrator

About the position

The IT Systems Administrator will be the initial point of contact for providing technical support to end-users who need assistance with their computer hardware or software. This may involve fixing a technical fault, answering a query, fulfilling a service request – anything that is needed to allow the user to return to work satisfactorily. The IT Systems Administrator will also assist with user rights, passwords, user accounts and basic level security administration. The IT Systems Administrator is committed to delivering excellent customer service. Their strong communication skills will help them diagnose the user’s issue and explain technical issues in a way that non-experts can understand. Most of their work will take place on site.

Responsibilities

• Identify and diagnose issues and problems
• Advise users on action to take
• Categorize and record reported issues in the company ticketing system
• Escalate unresolved problems
• Effectively question users to establish symptoms
• Follow guidelines and applies basic product knowledge to resolve user requests
• Support users that have little to no computer skills
• Investigate incidents to find root cause, and resolve or escalate
• Make sound decisions in emotionally charged environments on appropriate actions and business impact
• Check IT knowledge base system to find out if similar problems have occurred in the past
• Rapidly identify failing components, selecting alternatives such as repair, replace, or configure
• Update knowledge base to facilitate future resolution of common errors
• Listen to others to understand their point of view
• Confidently present messages in a clear and precise manner
• Share information with team members to help them become more effective
• Accurately and carefully follow established procedures
• Check work to ensure it is complete and free from errors
• Act promptly to service requests
• Follow guidelines to implement requests for change, avoiding service disruptions and cohering to service levels and information security requirements
• Build and sustain positive relationships with team members and users
• Respect and value others and be sensitive to difference opinions and perspectives
• Be responsive to changing team priorities
• Work to implement and support security tools
• Assist in CMMC L2 level compliance and certification

Requirements

• Bachelor’s degree in Computer Science or similar education preferred
• At least five years in similar role preferred
• Support at PCB manufacturing a huge plus
• Excellent written and verbal communication skills
• Strong diagnostic and analytical skills
• Active Directory knowledge (3 years +)
• Experience with management tools such as Sophos and ManageEngine
• Microsoft tools experience desired (InTune, Office 365, Data Loss Prevention)
• Operating systems experience (Windows server 2016 or newer, Linux (multiple versions), Windows 10 & 11 desktop)

Nice-to-haves

• ITIL Foundations a plus
• Network + desired
• Security + desired