IT Services Administrator I (55358)

• Document and track support requests, ensuring timely resolution.
• Coordinate and manage IT incident response, ensuring timely resolution and documentation of incidents.
• Adhere to IT change management processes to ensure smooth transitions and minimal disruption to services.
• Provide technical support for hardware, software, and networking issues across servers, desktops, laptops, and mobile devices.
• Provide support for Office 365, including SharePoint and OneDrive.
• Support of Microsoft M365 Copilot, Anthropic Claude, and other agentic AI services
• Help support disaster recovery plans to ensure business continuity in case of major IT failures.
• Assist with asset management, ensuring accurate tracking, deployment, and lifecycle management of IT equipment.
• Support local/remote network systems, including Ubiquiti, and manage Intune/Entra, Microsoft Teams, and Exchange.
• Conduct regular security audits and threat assessments to user accounts and endpoint devices.
• Respond to and manage cybersecurity incidents.
• Conduct desktop support, including installations, upgrades, and patch management.
• Support mobile devices like iOS or Android tablets or phones, including Mobile Device Management (MDM) solutions.
• Coordinate and administer Entra (Azure) directory services, user authentication and privileges, across multiple tenants.
• Document processes, procedures, and resolutions to ensure knowledge sharing and continuity.
• Participate in an on-call rotation to provide timely support and resolution of issues as they arise.
• Knowledge share to team members, assisting with support as needed.
• Coordinate with external vendors and service providers to ensure quality and timely IT support and service delivery.
• Identify and recommend opportunities for continuous improvement in IT processes and procedures.

EDUCATION:

• Bachelor’s degree in computer science, Information Technology, or a related field, or equivalent technical training/experience. Additional years of experience can be considered in lieu of a degree.

MINIMUM QUALIFICATIONS:

• Minimum 2 years’ experience troubleshooting software and hardware issues, including desktops and laptops, with a strong background in IT infrastructure, systems engineering, network, and project management.
• Experience with installation, configuration, security patching, and troubleshooting of MS Windows OS.
• Proficiency in modern Microsoft technologies, including but not limited to Entra Identity, Intune, Teams, and Exchange
• Knowledge of Modern Desktop Administration (deploying, configuring, securing, managing, and monitoring devices and client applications in an enterprise environment).
• Familiarity with network protocols and troubleshooting.
  Experience with network configuration and management, including routers, switches, and firewalls.
• Understanding of network security principles and practices, including VPNs, encryption, and intrusion detection/prevention systems.
• Experience with security patch management and vulnerability assessments.
• Excellent communication and verbal skills, as well as business acumen.