Position Summary
The System Administrator III performs complex, professional work with computer hardware, software, and network systems. Accountable for the technical and operational overview of all networks, servers and supporting applications for which support agreements with customers have been constructed. This includes monitoring, correcting, and troubleshooting day-to-day issues for all supported applications, products and infrastructure.  Installs and supports network servers including operating systems and applications software. Installs and supports personal computers, and network operations; provides hardware and software planning and evaluation to customers; provides problem solving and training for end users; and ensures systems efficiency and integrity. Provides research and support for new technologies to be used in customers’ environments.
Primary Duties
- Operates as the top escalation point; provides advanced complex hardware and software remote/onsite support; researches and resolves the most difficult and complex issues that other help desk and System Administrator levels have been unable to resolve.
- Serves as project lead on server installations and setups, including multi platforms such as Windows 2003, 2008, 2012 and R2, Linux and Unix, VMWare and HyperV.
- Researches, configures and installs personal computer software packages, software upgrades, PC support, operating system upgrades and maintenance, internal/external modems, etc.; upgrades hardware and software to meet end user needs.
- Manages the administration of Exchange servers and client installations, including smart phones.
- Installs complex software for remote desktop management, including asset management, remote control, software delivery, spam filtering software, desktop maintenance, and help desk management systems. Creates and installs packages and deploys system updates.
- Provides training to customers in the use of their software, hardware and phone systems.
- Designs and implements LAN/WAN systems, integrity and security, wiring configuration standards and connectivity solutions, network file systems and directory structure.
- Assists customers in preparing their IT networking budget projections by recommending purchases of hardware and software needed to operate the network, servers and desktop workstations.
- Analyzes and evaluates end user needs, workflow, and recommends appropriate equipment and software solutions customized to fit those needs.
- Creates and updates incidents accordingly within the ticket tracking system with detailed incident and resolution information, notifying appropriate personnel and customers (internal and external) upon issue resolution.
Job Requirements
- Bachelor of Science Degree in Computer Science/Information Technology, MIS (preferred)
- Professional certifications, such as Network+, Security+, Server+, MCSE (preferred)
- 8+ years of related experience or 13+ years combined working with networks and computers
- Excellent troubleshooting skills. Experience in assembling/disassembling computer, server, and networking hardware and components. Understanding of TCP/IP networking.
- Working knowledge of LAN topologies and architectures, advanced networking skills, and router configurations; must be able to setup and configure server and networking equipment out of the box.
- Ability to resolve all escalated issues from lower level System Administrators
- Experience working with Microsoft IIS, Exchange, Windows XP, Windows 7, Windows 8, Server 2003, Server 2008, Server 2012 and R2. Experience with software installations with Desktop applications such as MS Office and Adobe products.
- Familiar with enterprise storage technologies such as SAS, SCSI, Fiber Channel, RAID, SAN, etc.
- Ability to work independently when assigned a task and follow it through to completion.
- Ability to make sound, quick decisions to recover application availability to customers.
- Ability to independently fix issues with little or no supervision.
- Ability to supervise/coach/mentor lower level System Administrators
- Excellent time management skills and attention to detail
- Good communication skills and the ability to work well with others in a team.
Position Summary
The Help Desk position provides technical software, hardware and network problem resolution to computer and email users by performing troubleshooting/problem diagnosis and guiding users through step-by- step solutions in a remote setting. The Help Desk Technician clearly communicates technical solutions in a user-friendly, professional manner, provides one-on-one end-user training as needed, assists upper level System Administrators, troubleshoots network printer problems, and passes more complex end-user problems on to Tier Two. The help Desk position is the first point of contact for customer technical support issues and will interact with the customers in understanding, notifying and working with vendors to resolve incidents. Responsible for installation and upgrades of hardware and software, basic account management, backup system maintenance, assist with network changes and upgrades. Maintain an inventory of laptops, workstations, servers, and network hardware.
Primary Duties
- Provide first level technical support on basic issues with Microsoft Office, Windows 8, 7, and XP, Site Standard Desktop, Remote Access, VPN, basic cabling, printer connectivity, blue screens, and peripheral functionality.
- Provide technical assistance remotely for all supported clients addressing both emergency and routine issues, adhering to Service Level Agreements
- Using own initiative to research technical solutions to known problems and documenting in support solution database for diagnostics and solution implementation
- Develop a functional understanding of clients’ key applications
- Escalating incident to support areas and IT management based on thresholds set in the SLA. Monitoring the progress of escalated incidents.
- Creating and updating incidents accordingly within the ticket tracking system with detailed incident and resolution information. Notifying appropriate personnel and customers (internal and external) upon issue resolution. Perform quality assurance call backs.
- Categorizing incidents correctly and assessing/negotiating the urgency and impact of a reported or discovered incident.
- Image PCs and laptops with applications installed and create user accounts. Setup phones and communication devices, e.g. Blackberries, iPhones, Android devices.
- Replace toner cartridges and work with procurement for purchases
- Work on projects associated with Desktop Support related tasks (i.e., reports, burning customer DVDs, rolling out OS/software upgrades, new products, office moves, etc.)
Job Requirements
- High School Diploma
- Certificate/Associate Degree in Computer Science/Information Technology (preferred)
- 1 to 3 years’ experience in Helpdesk Support, Desktop Administration
- Good troubleshooting skills. Ability to diagnose and prioritize more complex LAN, hardware and software issues. Understanding of client-server systems
- Good listening and problem solving skills, professional phone etiquette
- Ability to work independently when assigned a task and follow it through to completion.
- Functional knowledge of networking, can successfully configure a PC for network access
- Detail and process oriented individual.
- Good communication skills and the ability to work well with others.
Position Summary
The System Administrator II performs complex, professional work with computer hardware, software, and network systems. Accountable for the technical and operational overview of all networks, servers and supporting applications for which support agreements with customers have been constructed. This includes monitoring, correcting, and troubleshooting day-to-day issues for all supported applications, products and infrastructure. Installs and supports network servers including operating systems and applications software. Installs and supports personal computers and network operations. Responsible for installation and upgrades of hardware and software; provides problem solving and training for end users; and ensures systems efficiency and integrity.
Primary Duties
- Operates as an escalation point for System Administrator I, provides advanced complex hardware and software remote/onsite support; researches and resolves difficult and complex issues that other help desk and System Administrator levels have been unable to resolve.
- Leads on server project installations and setups, including multi platforms such as 2008, 2012 and R2, Linux and Unix, VMWare and HyperV.
- Researches, configures and installs personal computer software packages, software upgrades, PC support, operating system upgrades and maintenance, internal/external modems, etc.; upgrades hardware and software to meet end user needs.
- Manages the administration of Exchange servers and client installations, including smart phones.
- Installs complex software for remote desktop management, including asset management, remote control, software delivery, spam filtering software, desktop maintenance, and help desk management systems. Creates and installs packages and deploys system updates.
- Provides training to customers in the use of their software, hardware and phone systems.
- Analyzes and evaluates end user needs, workflow, and recommends appropriate equipment and software solutions customized to fit those needs.
- Creates and updates incidents accordingly within the ticket tracking system with detailed incident and resolution information, notifying appropriate personnel and customers (internal and external) upon issue resolution.
Job Requirements
- Bachelor of Science Degree in Computer Science/Information Technology, MIS (preferred)
- 3 or more years of Desktop Administration experience
- Professional certifications, such as Network+, Security+, Server+, MCSE (preferred)
- Experience working with Microsoft IIS, Exchange, SQL, Windows 7, Windows 8, Windows 10, Server 2008, Server 2012 and R2. Experience with software installations with Desktop applications such as MS Office and Adobe products.
- Excellent troubleshooting skills. Experience in assembling/disassembling computer, server, and networking hardware and components. Understanding of TCP/IP networking.
- Ability to resolve all escalated issues from lower level System Administrators
- Ability to work independently when assigned a task and follow it through to completion.
- Ability to make sound, quick decisions to recover application availability to customers.
- Ability to independently fix issues with little or no supervision.
- Ability to supervise/coach/mentor lower level System Administrators
- Ability to travel up to 15% of the time, with periodic nights/weekends of overtime
- Excellent time management skills and attention to detail
- Good communication skills and the ability to work well with others in a team.
