The Associate Systems Administrator’s role is to support and maintain in-house computer and IT equipment. This includes installing, configuring, diagnosing, repairing, and upgrading computer equipment while ensuring its performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Rolls and Responsibilities

• Responsible for answering and triaging incoming Help Desk tickets
• Escalate issues to infrastructure and application teams and outside vendors when appropriate
• Maintain accurate and up to date request documentation, tracking and resolution within ticketing system
• Collaborate with IT management to review performance metrics
• Maintain and update workstation images
• Deploy and maintain workstations and laptops
• Assist users in use of AV equipment for presentations and video conferences
• Active Directory identity management including distribution lists and security groups
• Provide after-hours weekday and weekend phone coverage as needed

Functional/Technical Knowledge & Skills

• Working technical knowledge of network, PC, and platform operating systems, including MS Office, MS Windows.
• Working technical knowledge of current systems software, protocols, and standards, including firewalls, Active Directory, MS SQL and Google Apps.
• Working experience of VMware virtualization technologies.
• Experience installing, configuring, and maintaining all manners of server hardware, storage and associated network equipment.
• Hands-on software and hardware troubleshooting experience.
• Experience documenting and maintaining configuration and process information.

Personal Attributes

• Strong customer service orientation.
• Ability to present ideas and solutions in user-friendly language.
• Good written and oral communication skills; good interpersonal skills.
• Experience working in a team-oriented, collaborative environment.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to conduct research into hardware and software issues and products as required.
• Highly self-motivated and directed, with keen attention to detail.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 3 years equivalent work experience.
• Certifications in Microsoft server technologies.