The Jr. Systems Administrator / IT Support Technician serves as the primary point of contact for all Help Desk-related activities, including answering phone calls, responding to emails, and assisting users in person. This role is responsible for troubleshooting all end-user issues, performing problem recognition, research, isolation, and resolution, and ensuring accurate tracking and updating of tickets in the ticketing system. In addition to providing frontline support, this hybrid role includes responsibilities for managing systems that support the end-user experience, such as SCCM, WSUS, print servers, backup systems, MDM, and desktop application deployment. The technician will also assist with server administration tasks and contribute to the overall efficiency and security of the IT environment.
Key Responsibilities
- Serve as the primary point of contact for all Help Desk-related items, including phone, email, and in-person support requests.
- Troubleshoot and resolve end-user issues involving hardware, software, and network connectivity.
- Perform problem recognition, research, isolation, and resolution for technical issues.
- Track, update, and close tickets in the IT ticketing system in a timely and accurate manner.
- Manage and maintain the SCCM platform, including task sequences, application deployments, collections, and compliance reporting.
- Oversee WSUS for Windows patch management.
- Administer ManageEngine AD Audit to ensure auditing and reporting capabilities remain current and functional.
- Manage print servers, including driver updates, queue monitoring, and printer-related Group Policy Objects (GPOs).
- Maintain and monitor Acronis (physical) and Veeam (virtual) backup systems, and develop backup policies.
- Package, deploy, and maintain desktop applications, ensuring version compliance and coordinating updates with vendors.
- Administer the MDM platform, including device enrollment, policy creation, compliance monitoring, and mobile asset tracking.
- Support and maintain QLogic Desktop Authority, including the creation and deployment of logon scripts.
- Provision new users, assign appropriate groups and permissions, and manage hardware deployment.
- Create and maintain OS images for deployment to end-user devices.
- Assist with server health monitoring, patching, and provisioning tasks as needed.
- Provide excellent customer service and maintain a high level of professionalism in all interactions.
- Participate in On-Call rotation for nights, weekends, and holidays.
- Document procedures and contribute to internal knowledge base articles.
Education
Associate's Degree in Computer Science or related field
Experience
Minimum 1-3 years in work related field
Certifications
Valid driver’s license, A+ Certification and Network + certifications; Microsoft Certifications a plus
Other Requirements
Special Physical Requirements of the Job:
- Talk, hear, walk, use of hands and fingers, handle or feel objects, tools or controls, reach with hands and arms, climb ladder/stairs, balance, stoop, kneel, and crouch.
- Routinely lift or move up to 25 lbs. at least 51% of the time
- Required to work flexible schedule based on the needs of the business
- Ability to drive to and from company locations as needed
Specific Vision Requirements Include:
- Close, distance and color vision
- Ability to adjust focus
Special Skills:
- Excellent communication skills, including verbal and written, and listening ability.
- Broad understanding of server and desktop virtualization.
- Experience with SCCM, VMware Horizon and App Volumes is a plus.
- Positive and effective customer service skills
- Self-starting individual with ability to manage his/her own time and appropriately prioritize needs
- Ability to handle more than one project at a time.
- Problem solving skills
- Ability to work under pressure
- Be proficient in Microsoft Office Suite.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
