PURPOSE
The primary goal of our team is to deliver exceptional client satisfaction. The Systems Administrator ensures this by resolving advanced technical issues, supporting the Technical Consultant Team, and contributing to continuous improvement within the team. This role involves help desk and service delivery/client-facing responsibilities and requires comfort operating at tier 1 through tier 2 support levels. This includes hands-on administration of cloud and on-premise infrastructure, participation in project work, and proactive troubleshooting across diverse environments.
Every member at PTS is expected to embrace and display the following core values:
- Durable Solutions: A quick fix is not a durable solution.
- Relentless Improvement: Bottomless curiosity drives our work.
- Team Unity: Win together, lose together.
- Mutual Respect: Respect yourself, the team, and the client.
ROLE AND RESPONSIBILITIES
Technical Support:
- Provide tier 1 and tier 2 help desk support, including user account setup, endpoint troubleshooting, and issue escalation.
- Troubleshoot and resolve hardware, software, and network-related problems both remotely and onsite.
- Administer Windows server environments, including updates and configuration tasks.
- Maintain networking equipment, including switches, routers, firewalls, and wireless access points.
- Configure and support Microsoft 365 and Azure services.
- Assist with backup systems and disaster recovery planning.
- Apply baseline security practices, including MFA setup, patch management, and system hardening.
- Collaborate with senior engineers on more complex infrastructure or implementation work.
- Work with virtualization tools such as Hyper-V or VMware as part of general support workflows.
Process and Documentation:
- Use the ticketing system to manage and resolve client requests in a timely, detailed manner.
- Maintain up-to-date documentation in Hudu or equivalent platforms.
- Monitor alerts and dashboards and follow remediation procedures as defined.
- Contribute to shared process improvement and internal knowledge documentation.
Team Collaboration and Development:
- Work collaboratively with Technical Solutions Specialists, assisting with escalated tickets and complex troubleshooting.
- Model effective habits, documentation practices, and customer-first communication.
- Participate in small projects or implementations with guidance from senior staff.
- Maintain consistent security hygiene in all systems and workflows.
- Communicate potential risks or unusual activity to senior team members.
- Follow standard operating procedures and flag gaps or needed changes.
REQUIRED SKILLS AND QUALIFICATIONS
- Strong troubleshooting skills with a focus on practical, client-focused results.
- Effective communicator in both internal and external environments.
- Experience administering Windows servers; Linux exposure is a plus.
- Understanding of core networking concepts (IP, routing, VLANs, firewalls).
- Familiarity with Microsoft 365 and Azure environments.
- Experience supporting virtualization platforms (Hyper-V, VMware).
- Awareness of backup and recovery processes and previous management of systems like Datto BCDR or Veeam.
- Exposure to scripting (PowerShell, Bash) is a bonus, not a requirement.
- Prior experience in a helpdesk or MSP setting.
- Ability to stay organized, document thoroughly, and work independently.
- MS-900 (Microsoft 365 Fundamentals) certification, or another relevant Microsoft certification if already held, must be completed within the first 6 months; training support provided.
- Valid and clean Louisiana driver’s license.
- Experience using a ticketing system, RMM tool, and PSA platform.
- Exposure to hybrid or remote IT support tools and workflows.
- Familiarity with documentation tools like Hudu, SharePoint, or ITGlue.
- Aspirations to advance into infrastructure or consulting work.
- Certifications such as MCP, MCSA, AZ-104, SC-900, ITIL, etc.
- Experience with MSP tools and client relationship models.
PHYSICAL DEMANDS/WORK ENVIRONMENT
The work environment characteristics and physical demands described here are
representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Moderate noise levels in an office setting.
- Ability to sit for extended periods, type on a computer, and occasionally move around.
- Requires close and distance vision, color recognition, and focus adjustment.
- Must be able to drive safely to client sites.
Job Type: Full-time
Pay: $65,000.00 - $70,000.00 per year
Experience:
- Help desk: 2 years (Required)
Ability to Commute:
- Baton Rouge, LA 70817 (Required)
Work Location: In person
