Provide system administration support and serve as a primary escalation point for end-user technical issues across the organization’s Microsoft 365, Windows, and Linux server environment. Assist senior systems and network administrators with the administration, maintenance, security, and monitoring of on-premises and cloud infrastructure — including identity, email, endpoint, server, and network services — to ensure reliable, secure, and optimal performance. Works under the general supervision of the Technical Services Manager.
Serve as the primary escalation point for the Help Desk Technician — receiving, prioritizing, documenting, and resolving escalated requests through the IT ticketing system, and performing post-resolution follow-up to confirm satisfaction.
Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, and related hardware and software, including operating-system and application deployment and imaging.
Assist senior administrators in administering the Microsoft 365 environment — Exchange Online, Teams, SharePoint, and OneDrive — including user account provisioning, changes, and deprovisioning, and license assignment.
Perform identity and access management tasks on the company’s Okta single sign-on (SSO) and multi-factor authentication (MFA) platform, federated with Microsoft 365 / Entra ID — including onboarding and offboarding, group membership, password resets, and MFA enrollment and troubleshooting.
Deploy, update, and support endpoint security agents (Carbon Black EDR); monitor and respond to EDR alerts; and assist users with security awareness, phishing reporting, and the email-security platform (Mimecast).
Assist senior administrators with the setup, maintenance, and monitoring of network and server infrastructure, including DHCP, DNS, and proper IP address management.
Assist with Group Policy Object (GPO) and device configuration development, testing, and rollout.
Assist with patch management — deploying and verifying operating-system, application, and firmware updates across endpoints and servers.
Assist with backup and recovery operations — verifying job completion, monitoring repositories, and supporting restore testing — under senior administrator direction.
Maintain an accurate inventory of computers, servers, peripherals, and IT assets, documenting installation, repair, and removal in the asset-management system, including lifecycle, license, and warranty tracking.
Troubleshoot laser and label printers and other peripherals; identify issues and repair or replace parts as needed.
Perform preventive maintenance, including inspection and cleaning of workstations, printers, and peripherals.
Create and maintain technical documentation, standard operating procedures (SOPs), and knowledge-base articles for supported systems and recurring tasks.
Conduct quarterly “Lunch and Learn” end-user training sessions and identify automation and self-service opportunities for continuous process improvement.
Collaborate with senior systems and network administrators to ensure efficient, secure operation of the computing environment.
Assist in developing long-term strategies and capacity planning for future infrastructure, endpoint hardware, software, and lifecycle needs.
Other duties as assigned. Some maintenance, updates, and patching may require occasional evening or weekend hours.
Associate’s degree in computer science or a related field, trade or technical school certification, and/or 2–4 years of equivalent experience.
CompTIA Network+, a Microsoft certification, or a comparable IT certification preferred.
Working knowledge of current Microsoft Windows desktop and Windows Server operating systems and Microsoft 365 cloud productivity, identity, and collaboration applications.
Working technical knowledge of a Linux server distribution (such as AlmaLinux or RHEL) at an administrative user level — editing files, using basic commands and utilities, navigating the file system, installing software, and basic I/O redirection.
Familiarity with cloud identity and access management — directory services, SSO, and MFA. Hands-on experience with Okta (SSO/MFA) federated to Microsoft 365 / Entra ID is a plus.
Familiarity supporting endpoint security (EDR), single sign-on / MFA, and email-security platforms — such as Carbon Black, Okta, and Mimecast — preferred.
Understanding of network fundamentals, including TCP/IP, DHCP, DNS, and common protocols and standards.
Experience using an IT ticketing / help desk system and remote-support tools.
Strong hands-on hardware troubleshooting experience across PCs, servers, mobile devices, printers, and peripherals.
Good interpersonal, written, and verbal communication skills, including the ability to present technical ideas in user-friendly language.
Ability to research technical and networking issues and products as required.
Strong analytical and problem-solving abilities with attention to detail.
Self-motivated, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
Able to read and understand technical manuals, procedural documentation, and OEM guides.
Ability to operate tools, components, and peripheral accessories.
Ability to work seated or standing for long periods of time.
Ability to lift up to 50 lbs. on occasion.
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Note: While efforts have been made to ensure the accuracy of this position description, it is not warranted to be an exhaustive recitation of all position duties; the incumbent may be required to perform duties beyond those listed above.
