The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.
· Deploy and configure desktops/laptops, printers, networking devices, and software
· Install/upgrade operating systems and application software
· Image systems with Microsoft Development Toolkit (MDT) and other imaging tools
· Diagnose Windows 11, Office 365 and other application issues
· Track and maintain computer assets using asset management tools
· Set up new hire computer equipment and VoIP Phones
· Administer Active Directory Users and Groups on the domain
· Assist users with remote access through VPN.
· Ensure all ticket communication & follow up in a timely manner based on established SLA
· Diagnose and fix problems with Laptops and Desktops, as company standard hardware.
· Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)
· Review current system and make technical/process recommendations for improving efficiency
· Implement and maintain security standards, procedures, and guidelines for multiple platforms
· Keep deployed systems up to date with OS, hardware and software patches and upgrades
· Demonstrate professionalism in response to customer requests
· Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate
· Research and/or contact vendors regarding technical problems and solutions
Technical experience should include:
· Strong Microsoft Windows background
· Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture
· Experience installing, configuring, and troubleshooting Windows Operating Systems
· Installation and configuration of hardware and software
· Active Directory user account configuration and maintenance
· Proficiency in Microsoft Office suite (365 experience preferred)
· Experience troubleshooting common networking issues on client systems
· Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers
General experience should include:
· Experience in a fast-paced environment
· Deep interest in learning and developing new skills
· Excellent oral and written communication skills
· Strong organizational skills and ability to manage multiple tasks concurrently
· Excellent time management, scheduling, and organizational skills
· Ability to work well independently as well as follow detailed instructions for completing tasks
· Must be a team player and be able to work within all levels of a project team
· Excellent Customer Service skills
· Requires proactive problem solving and troubleshooting/diagnostic skills.
· Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.
· Experience working in a corporate IT environment
Desired experience should include:
· An industry certification such as A+, Network +, MCSA, etc.
· Security + preferred
· Basic Microsoft Entra understanding
· ITSM preferably ServiceNow
· Intune
· Endpoint Management tools, preferably ManageEngine
· Microsoft 365 Administration
Minimum Training/Education Required:
·Associate’s, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience
· Minimum of three (2) years of experience in Service Desk environment
Clearance Requirements:
· Ability to obtain/maintain a DoD SECRET clearance
Please Note: U.S. Citizenship is required for most MTSI positions.
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