Service Desk Administrator

The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.

• Deploy and configure desktops/laptops, printers, networking devices, and software

• Install/upgrade operating systems and application software

• Image systems with Microsoft Development Toolkit (MDT) and other imaging tools

• Diagnose Windows 11, Office 365 and other application issues

• Track and maintain computer assets using asset management tools

• Set up new hire computer equipment and VoIP Phones

• Administer Active Directory Users and Groups on the domain

• Assist users with remote access through VPN.

• Ensure all ticket communication & follow up in a timely manner based on established SLA

• Diagnose and fix problems with Laptops and Desktops, as company standard hardware.

• Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)

• Review current system and make technical/process recommendations for improving efficiency

• Implement and maintain security standards, procedures, and guidelines for multiple platforms

• Keep deployed systems up to date with OS, hardware and software patches and upgrades

• Demonstrate professionalism in response to customer requests

• Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate

• Research and/or contact vendors regarding technical problems and solutions

Technical experience should include:

• Strong Microsoft Windows background

• Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture

• Experience installing, configuring, and troubleshooting Windows Operating Systems

• Installation and configuration of hardware and software

• Active Directory user account configuration and maintenance

• Proficiency in Microsoft Office suite (365 experience preferred)

• Experience troubleshooting common networking issues on client systems

• Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers

General experience should include:

• Experience in a fast-paced environment

• Deep interest in learning and developing new skills

• Excellent oral and written communication skills

• Strong organizational skills and ability to manage multiple tasks concurrently

• Excellent time management, scheduling, and organizational skills

• Ability to work well independently as well as follow detailed instructions for completing tasks

• Must be a team player and be able to work within all levels of a project team

• Excellent Customer Service skills

• Requires proactive problem solving and troubleshooting/diagnostic skills.

• Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.

• Experience working in a corporate IT environment

Desired experience should include:

• An industry certification such as A+, Network +, MCSA, etc.

• Security + preferred

• Basic Microsoft Entra understanding

• ITSM preferably ServiceNow

• Intune

• Endpoint Management tools, preferably ManageEngine

• Microsoft 365 Administration

Minimum Training/Education Required:

• Associate's, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience

• Minimum of three (2) years of experience in Service Desk environment

Clearance Requirements:

• Ability to obtain/maintain a DoD SECRET clearance

Please Note: U.S. Citizenship is required for most MTSI positions.

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