Summary
Provides technical support, administration, and maintenance for the organization's end-user computing environment and IT infrastructure. Responsible for supporting desktop and laptop computers, mobile devices, tablets, printers, and related peripherals while assisting with the administration, maintenance, and improvement of the company's Fortinet network infrastructure and Microsoft Windows Server/Hyper-V environment. Participates in infrastructure projects, system upgrades, cybersecurity initiatives, and technology deployments to ensure a reliable and secure technology environment.
Essential Duties and Responsibilities
Other duties may be assigned.
End User Support
- Provides Tier 1 and Tier 2 technical support for employees across all departments.
- Installs, configures, maintains, and troubleshoots desktop computers, laptops, mobile phones, tablets, printers, and peripheral equipment.
- Responds to help desk requests and resolves hardware, software, network, and user access issues in a timely manner.
- Configures and deploys new computer systems and mobile devices for employees.
- Maintains hardware and software inventories and lifecycle management records.
- Assists users with Microsoft 365 applications, email, collaboration tools, and business software.
- Creates and maintains user accounts, permissions, and security groups within Active Directory and Microsoft 365.
- Develops and maintains technical documentation, procedures, and user guides.
- Provides end-user training on technology systems, cybersecurity awareness, and company IT policies.
Systems Administration
- Assists with the administration and maintenance of Microsoft Windows Server environments.
- Supports virtual infrastructure utilizing Microsoft Hyper-V.
- Monitors server health, system performance, storage utilization, and system availability.
- Performs routine system maintenance, patch management, software deployments, and upgrades.
- Assists with backup administration, disaster recovery planning, and recovery testing.
- Supports Active Directory, Group Policy, DNS, DHCP, file services, and print services.
- Maintains server documentation, configuration records, and operational procedures.
Network Administration
- Assists with the configuration, maintenance, and monitoring of Fortinet firewalls, switches, wireless infrastructure, and VPN services.
- Monitors network performance and availability while troubleshooting connectivity issues.
- Participates in network expansion, upgrade, and security enhancement projects.
- Assists in implementing and enforcing network security standards and best practices.
- Supports WAN, LAN, wireless, and remote access technologies.
Project Participation
- Participates in IT infrastructure projects including server upgrades, network improvements, cybersecurity initiatives, cloud migrations, and technology deployments.
- Assists with planning, testing, implementation, and documentation of new technology solutions.
- Coordinates with vendors and service providers to resolve technical issues and support project objectives.
- Evaluates emerging technologies and provides recommendations for improving operational efficiency and system reliability.
Security and Compliance
- Supports cybersecurity initiatives and security monitoring activities.
- Assists with vulnerability remediation, endpoint protection management, and access control administration.
- Ensures compliance with company IT policies, security standards, and best practices.
- Participates in incident response activities and security investigations as needed.
Supervisory Responsibilities
This position has no direct supervisory responsibilities but may provide technical guidance and training to users and junior support personnel.
Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Technical Expertise
Demonstrates proficiency in desktop support, Windows operating systems, Microsoft 365, Active Directory, Windows Server administration, Hyper-V virtualization, and Fortinet networking technologies.
Problem Solving
Identifies and resolves technical issues efficiently while maintaining excellent customer service and minimizing business disruption.
Customer Service
Responds promptly to user needs, manages difficult situations professionally, and follows through on commitments.
Project Management
Assists with project planning, implementation, documentation, and completion of assigned infrastructure initiatives.
Communication
Communicates technical information effectively to both technical and non-technical audiences through verbal and written communication.
Continuous Learning
Maintains current technical knowledge and pursues ongoing professional development opportunities.
Teamwork
Works collaboratively with IT staff, vendors, and business users to achieve organizational goals.
Time Management
Effectively prioritizes support requests, maintenance activities, and project assignments to meet deadlines.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Education and/or Experience
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
- Three to five years of experience in desktop support, systems administration, or network administration.
- Equivalent combination of education, certifications, and experience will be considered.
Preferred Certifications
- Fortinet NSE/FortiGate Certifications
- Microsoft Certified: Windows Server or Azure Certifications
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
Technical Skills
Experience with:
- Microsoft Windows 10/11
- Microsoft Windows Server 2019/2022
- Microsoft Hyper-V
- Active Directory and Group Policy
- Microsoft 365 Administration
- Fortinet FortiGate Firewalls
- FortiSwitch and FortiAP environments
- DNS, DHCP, VPN, TCP/IP Networking
- Endpoint Protection and Security Tools
- Backup and Disaster Recovery Solutions
- Hardware troubleshooting and deployment
- Mobile Device Management (MDM)
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands, reach with hands and arms, and communicate effectively.
The employee must occasionally lift and/or move equipment weighing up to 50 pounds, including desktop computers, monitors, printers, networking equipment, and servers.
Pay: From $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Tuition reimbursement
- Vision insurance
Work Location: In person
