IT Operations Support Administrator

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Peckham Inc. - IT Operations Support Administrator

SUMMARY

The IT Operations Support Administrator position requires a focus on support for end-user computers, mobile devices, desktop operating systems, Android and iOS mobile devices, and timeclocks. Duties will include workstation implementations, maintenance, testing, patching, integration of new hardware and software, and coordination with other client technology groups. This role will have an emphasis on maintenance of documented operational policies and procedures in a complex and diverse computing environment.

MAIN DUTIES AND RESPONSIBILITIES

Acknowledges, troubleshoots, and resolves customer inquiries within established service level guidelines.

Provide direct support for hardware and software issues, including peripherals such as printers, keyboards, and audio/video equipment. Desktop support to be provided onsite or remotely, whenever possible.

Provides direct support for company-issued mobile devices, including following processes and procedures for procurement, configuration, and deployment of Android and iOS cell phones and tablets.

Applies industry best practices for maintaining the end user computing environment, including software delivery, telephony endpoints, supporting extensive client hardened environments, and assisting with accommodation requests .

Follows processes and procedures for accurate asset tracking.

Knowledge of asset management suites, such as Microsoft System Center Configuration Manager (SCCM) and/or Microsoft Intune, leveraged for maintenance of desktop clients including deploying task sequences and applications.

Administration of identity management including account creation, assigning proper permissions, and troubleshooting account problems.

Knowledge of a Virtual Desktop Infrastructure computing platform

OTHER DUTIES AND RESPONSIBILITIES

Follow processes and procedures established by other teams and departments.

Provide guidance for entry level service desk support personnel.

Provide general telephone support including endpoint installation, account management, and reporting administration.

Create and maintain technical and end user documentation of processes and procedures.

In conjunction with information assurance, apply best practices and judgement to ensure business objectives and risks are effectively managed.

Ensure compliance with standard practices, processes, and enterprise standards, in an ITIL environment.

Adherence to change management process.

After-hours support (evenings and weekends) will be required in an on-call, rotation basis.

Apply critical thinking and reasoning abilities to solve unique problems.

Attend courses that improve personal skill sets to better serve the Peckham user community.

Maintain a safe and clean work environment.

Provide training for Peckham staff and team members as assigned.

Apply discretion in handling confidential information.

Utilize a collaborative team approach for all projects including Peckham staff, vendor consultants, and Peckham contracted customers.

Promotes Peckham’s vision, values, and services to all customers and stakeholders.

Assists in maintaining organization wide quality standards.

Other related duties as requested and/or assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

MINIMUM QUALIFICATIONS

One or more of the following combinations of experience and education:

An Associates Degree or higher in a field closely related to Computer Technology and at least 1+ year experience in a systems administrator/desktop support role

A combination of certifications and 2+ years of experience in desktop systems administration

Three+ years of experience in a computer support role

This position requires up to 10% of travel to various Peckham locations.

Access to reliable transportation is needed.

This position requires passing and maintaining security background checks and may require federal determinations or security clearances to meet contract requirements.

U.S. Citizenship required due to security clearances.

Thorough understanding of Microsoft Windows operating systems required.

Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems.

Basic networking troubleshooting required.

PREFERRED QUALIFICATIONS

GIAC Security Essentials Certification, ISC2 Systems Security Certified Practitioner, or CompTIA Security+ or higher preferred.

Experience with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools.

Project implementation experience is a plus.

COMPETENCIES

Customer Focus

IT Support Troubleshooting

Professional Development and Keeping Skills Current

Quality

Responsiveness

Team Work

Time Management

Use of Technology

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.

The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

Click HERE (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you

Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) and you will be directed to the American Jobs Center (AJC) finder to locate a center near you

Email us at [email protected]

Call us at (517) 316-4000

Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Peckham IT

Location:

Grand Rapids, MI

Worker Sub-Type:

Staff Member