System Administrator- Senior

Highcloud Solutions - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Professional, Scientific, and Technical Services

About the position

The Senior System Administrator position at NCDIT involves providing desktop support and managing various IT tasks such as troubleshooting, software installations, and equipment maintenance. The role requires strong customer service skills to assist both technical and non-technical users, along with a solid understanding of Windows OS and M365. The position is focused on ensuring efficient onboarding and offboarding processes, maintaining asset management, and collaborating with internal teams on technical issues.

Responsibilities

• Troubleshoot customer issues and provide instruction while troubleshooting for remote customers.
• Support customers using good customer service skills, communicating effectively with both technical and non-technical customers.
• Utilize knowledge of Windows OS & M365 to support customers and work with internal teams.
• Image or provision new equipment hardware and provide it to customers.
• Use organizational skills to track onboarding and shipping activities based on customer requests.
• Follow asset management processes to ensure proper customer billing.
• Document work activities in ServiceNow.
• Test Intune processes for the Tier 3 team and provide feedback.
• Test upgrades and software changes.
• Install software following security and internal processes.
• Assist with developing team processes and a knowledge base.
• Work with vendors on warranty cases.
• Collaborate with internal teams on technical issues.
• Work on special projects as needed.

Requirements

• 5 years of experience in customer support with strong communication skills for both technical and non-technical customers.
• 5 years of experience with Windows OS & M365.
• 5 years of experience in imaging or provisioning new equipment hardware.
• 5 years of experience in tracking onboarding and shipping activities.
• 5 years of experience in following asset management processes for customer billing.
• 5 years of experience in testing Intune processes and providing feedback.
• 5 years of experience in testing upgrades and software changes.
• 5 years of experience in installing software following security and internal processes.
• 3 years of basic understanding of MECM, Active Directory, Tanium, Intune, and Beyond Trust.
• 3 years of basic knowledge of Macintosh Apple devices with a willingness to learn.