The Desktop Administrator III ("Desktop Administrator") maintains and manages distributed desktop and laptop systems and software, including, but not limited to, installation, configuration, preventive maintenance, operation, and problem-resolution activities. This position is also responsible for higher-level monitoring, testing, and troubleshooting hardware and software problems pertaining to IT infrastructure and recommends and schedules hardware repair(s). The Desktop Administrator also participates in all aspects of help desk functions.
**Strong MAC experience is preferred for this role**

Duties and responsibilities, as they align to Ryan's Key Results

People:

• Provides Tier 1-3 help desk support in a 2,000+ user corporate computing environment that consists of Windows XP/7 clients in a professional and timely manner.

Client:

• Responds to help desk requests via phone and online help desk system and follows through on all assigned tickets to meet/exceed client expectations according to firm SLA's and department "Best Practice" guidelines.
• Determines and recommends which products or services best fit the customers' needs.
• Assists users with questions or problems.
• Helps in the development, implementation, installation, and operation of information and functional systems for the client.
• Provide mentoring and coaching to team members.
• Interact with executive level employees to troubleshoot and resolve technical issues.

Value:

• Installs, troubleshoots, and maintains products and equipment.
• Trains employees; identifies, analyzes, and repairs product failures; and orders and replaces parts as needed.
• Assists in the installation, maintenance, and general support of systems.
• Assists with system backups and recovery, and installation of new software.
• Assists System Administrators with complex technical tasks, including debugging and supporting hardware modules and systems.
• Conducts testing and assists in general lab work.
• Diagnoses and repairs desktop and laptop hard drives, monitors, and printers at end-user work stations.
• Coordinates, moves, and reconnects computer equipment.
• Maintains hardware inventory, spare-parts log, and work log.
• Assists IT Infrastructure team members with installation and swap-out of server hardware, including server, disks, and communication gear.
• Documents and maintains system configurations for disaster recovery.
• Sets and maintains Firm standards for desktop operating systems, desktop anti-virus software, disk imaging software, laptop disk-drive encryption software, and desktop shrink-wrap software applications.
• Maintains desktop computers, laptop computers, and computer printers with current BIOS/firmware.
• Maintains desktop operating systems with current security patches.
• Maintains disk images with current versions of operation system and shrink-wrap applications.
• Ensures desktop software license compliance.
• Administers Microsoft® Exchange mailboxes and users in Active Directory.
• Installs, configures, and troubleshoots server applications and racks for servers.
• Administers Active Directory and DNS, including troubleshooting as needed.
• Administers print subsystems, electronic software, and patch distribution.
• Administers PC auditing function.
• Maintains current versions of Firm software on end-user systems.
• Contributes to efficiency improvements by process automation.
• Relies on proven experience and judgment to plan and accomplish goals.
• Helps develop plans for systems development and operations, hardware and software purchases.
• Follows information systems policies and controls to ensure data accuracy, security, and legal and regulatory compliance.
• Assists with other projects as needed.

Education and Experience:

High-school diploma or general equivalency diploma (GED) with four to six years related desktop administration experience and is familiar with standard or common concepts, practices, and procedures within the IT field.

Computer Skills:

To perform this job successfully, an individual must have a strong troubleshooting skill-set and excellent knowledge of Microsoft® Office 2010 Professional, with a strong emphasis on Microsoft® Excel, Access, and Outlook. In addition, excellent troubleshooting skills are required using various toolsets such as Internet search engines, systems administration tools, and scripting and automation tools. Excellent verbal and written communication skills are required. WSUS, Track-it! and Crystal Reports experience is a plus.

Certificates and Licenses:

Valid driver's license required. User Operating Systems, Microsoft® Exchange, MCP and Active Directory certifications preferred.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Equal Opportunity Employer: disability/veteran