System Administrator

Refulgent Technologies - Raleigh, NC

Full-time - Mid Level

Raleigh, NC

Professional, Scientific, and Technical Services

About the position

The System Administrator position is a mid-level contractor role focused on providing technical support to customers while ensuring effective communication with both technical and non-technical users. The role involves managing hardware provisioning, troubleshooting issues, and collaborating with internal teams to enhance service delivery and customer satisfaction.

Responsibilities

• 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 collaborate with internal teams.
• Image or provision new equipment hardware and provide it to customers.
• Track onboarding and shipping activities based on customer requests using strong organizational skills.
• 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.
• Troubleshoot customer issues and provide instruction while troubleshooting for remote customers.
• Assist with developing team processes and a knowledge base.
• Understand basic concepts of MECM, Active Directory, Tanium, Intune, and Beyond Trust.
• Work with vendors on warranty cases.
• Collaborate with internal teams on technical issues.
• Work on special projects as needed.

Requirements

• Moderate knowledge and demonstrable skills of Windows OS & M365.
• Strong organizational skills for tracking onboarding and shipping activities.
• Basic understanding of MECM, Active Directory, Tanium, Intune, and Beyond Trust.
• Basic knowledge of Macintosh Apple devices with a willingness to learn.

Nice-to-haves

• Experience with ServiceNow for documentation.
• Familiarity with troubleshooting processes for remote customers.