IT Administrator

Department: Information Systems

Reports To: Infrastructure Manager

Summary/Objective

We are seeking an experienced Technology Administrator proficient in providing comprehensive support across Tiers 1-3. The ideal candidate will be responsible for delivering prompt, professional, and expert-level technical assistance to users, managing server and network issues, and ensuring the smooth operation of IT systems. This role requires strong problem-solving skills, a commitment to excellent customer service, and the ability to adapt to a dynamic work environment.

Essential Accountabilities

Tier 1 Support:

• Respond to and resolve user inquiries via phone, email, or chat regarding software, hardware, and network issues.
• Provide first-level troubleshooting for user account issues, application errors, and basic connectivity problems.
• Document user interactions and create detailed tickets in the IT service management system.
• Guide users through standard processes for resetting passwords, configuring printers, and basic software installations.
• Maintain inventory controls for all hardware and software

Tier 2 Support:

• Diagnose and resolve more complex technical issues escalated from Tier 1, including operating system errors and application malfunctions.
• Assist with intermediate-level network troubleshooting, including IP configurations, VPN setups, and firewall checks.
• Collaborate with other IT team members to identify and mitigate recurring issues.
• Perform maintenance and updates for user accounts, security settings, and access permissions.
• Provide all systems management for Windows updates, security patches, and hardware upgrades
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Tier 3 Support:

• Address advanced technical challenges involving server management, system integration, and data recovery.
• Troubleshoot critical network issues such as switches, routers, and advanced connectivity problems.
• Work closely with system and network administrators to implement advanced IT solutions and upgrades.
• Assist in the deployment and monitoring of server environments, including performance tuning and resource allocation.
• Document resolutions and create knowledge base articles to support Tier 1 and Tier 2 teams.

Competencies, Skills and Experience

Key Qualifications:

• Education: An associate degree in Computer Science or related field or MCSA/MCSE certification, required (or equivalent experience).
• Experience: Minimum of 3-5 years of experience in a technical support role, with exposure to Tiers 1-3.
• Technical Skills:
  • Proficiency in Windows operating systems, Microsoft 365 and Active Directory.
  • Knowledge of networking concepts (DNS, DHCP, TCP/IP, VLAN) and tools.
  • Experience with server management, virtualization (e.g., VMware, Hyper-V), and cloud services.
• Soft Skills:
  • Excellent problem-solving and multitasking abilities.
  • Strong communication and interpersonal skills for user support and team collaboration.
  • Ability to work independently and adapt to shifting priorities.
  • Proficient in English

Preferred Qualifications:

• Relevant certifications such as CompTIA A+, Network+, CCNA, or MCSA/MCSE.
• Experience with ITSM platforms (e.g., ServiceNow, Zendesk).
• Familiarity with cybersecurity practices and tools.

Working Conditions:

• Ability to work flexible hours, including potential on-call shifts to support users after hours
• On-premise work is required, with the ability to work remotely as an exception from time to time.