Senior System Administrator
Position Overview:
We are looking for an experienced and service-oriented Senior System Administrator to lead and coordinate our IT support operations across multiple business units within our organization. This role is responsible for ensuring high-quality, consistent technical support and service delivery to end users across diverse environments. The ideal candidate is a hands-on leader with a strong background in helpdesk ownership, user support, and cross-company collaboration.
Key Responsibilities:
- Support and lead a team of IT support specialists serving multiple companies and business units.
- Oversee daily IT support operations, ensuring timely resolution of issues and minimal business disruption.
- Develop and maintain service level agreements (SLAs), performance metrics, and support procedures across all entities.
- Standardize IT support processes and documentation to ensure consistency and efficiency across teams.
- Coordinate support for hardware, software, mobile devices, printers, remote access, and user accounts.
- Manage helpdesk ticketing system and reporting tools to track and improve performance.
- Collaborate with internal IT teams, system administrators, and external vendors to escalate and resolve complex issues.
- Ensure end-user training, onboarding support, and technical documentation are up to date and accessible.
- Lead support desk team meetings, coaching sessions, and performance reviews to support team development.
- Identify opportunities for automation, self-service tools, and process improvements.
- Provide exceptional customer service, demonstrating a clear communication style and ownership of all issues until resolution.
- Provide hands-on support for Windows workstation desktops and laptops.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 5+ years of experience in helpdesk operations at an ownership or leadership level.
What Do You Need to Succeed:
- Expert knowledge of MS-Windows workstations, Active Directory, Azure, Exchange (on-prem and online), Intune, and Co-Pilot.
- Expertise in Office 365 and its applications: Outlook, Teams, SharePoint, Excel, Word, PowerPoint, etc.
- Experience with Adobe, Print Servers, VoIP systems, Teams/Zoom, VPNs, LAN/WAN, Wireless networks, DHCP, and mobile devices (iOS and Android).
- Superior customer service and communication skills.
- Strong sense of urgency and excellent organizational, time management, and task prioritization abilities.
- Familiarity with remote support tools such as NinjaRemote and GoToAssist.
- Ability to remain calm under pressure and adapt to changing demands.
- Commitment to professional development and openness to feedback.
- Demonstrated leadership, problem-solving, and documentation skills.
- Willingness to be available for after-hours and weekend work as needed.
- Ability to collaborate and work effectively in a team environment.
Pay Range: $90,000 - $95,000
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