Service Desk Administrator

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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