What are the responsibilities and job description for the System Administrator position at IT Engagements, Inc.?
Greetings from IT Engagements…!
IT Engagements is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. We have an immediate opening for the below position with our premium clients.
Role: System Admin
Location: Madison, WI – Hybrid
Duration: Long Term
Must be current Wisconsin residents
Experience: 3 Years
Job Description:
This position supports Client 's internal technology support team. Responsibilities include troubleshooting, resolving technical issues, configuring and maintaining desktop systems, and supporting Client’s staff and leadership. Work involves multitasking in a professional IT environment with opportunities for collaboration and independent initiative.
REQUIRED SKILLS:
- Microsoft Office 365 & Windows 10 Support
- Strong written and verbal communication skills
- General software troubleshooting
- Creating operational and troubleshooting documentation
- Evaluating hardware and software
NICE TO HAVE SKILLS:
- Remote support experience
- Workstation imaging
- Quick learner in IT environments
- Experience using Intune for remote device management
OTHER NOTABLES:
Customer service focused on technical support, problem diagnosis, troubleshooting, resolution, and security in an enterprise networked environment.
- Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the agency.
- Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
- Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services.
- Setup and support PC hardware, peripherals, software and related devices.
- Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
- Install and support Microsoft client operating systems in an Enterprise environment.
- Install and support office productivity software, client and cloud-based.
- Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
- Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights.
- Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
- Assist in
Enterprise Device Configuration Management
- Act as Technical Service team’s liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
- Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
- Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency.
- Train new Help Desk employees as needed and provide documentation
- Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
- Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
- Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
- Manage endpoint protection including automated remediation and updates.
Technology Help Desk Documentation.
- Provide direction and guidance for the processing and resolution of help desk tickets.
- Determine best mechanisms for assignment of help request tickets among team.
- Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
- Document knowledge in the form of knowledge base tech notes and articles
- Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
- Provide input on increasing and improving efficient end user support strategies.
- Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting
Thanks and Regards,
Tej Kiran Roy
Team Lead
IT Engagements, Inc.
tej@itengagements.com
