Client Services System Administrator

Alamance County Government•County Office Building, NC

About The Position

The Client Services System Administrator is a dual-role position combining advanced end-user support with system administration responsibilities. This role will act as a primary point of contact for Identity Management (IAM). This includes tasks like creating and managing user account, implementing IAM policies, and trouble-shooting access related issues. This position requires a strong understanding of multiple IT systems too include Microsoft operating systems and Office365 products, Active Directory, virtual servers. The position shall possess a customer-centric approach, exceptional problem-solving skills, and a strong desire to learn and grow within an IT environment. This position will gain hands-on experience in server management, network support, and infrastructure maintenance.

Requirements

Associate's degree in information technology or a related field required; supplemented by two years of experience in a high-volume help desk or desktop support role.
Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
Strong understanding of Windows operating systems (Windows 10/11, Windows Server 2016/2019/2022).
Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
Experience with Microsoft Active Directory for user and group management.
Proficiency in troubleshooting hardware issues (desktops, laptops, printers, mobile devices).
Advanced troubleshooting skills for various software applications, including Microsoft 365 suite.
Excellent communication (verbal and written) and interpersonal skills, with a strong customer service orientation.
Ability to translate technical information into understandable terms for non-technical users.
Strong analytical and problem-solving abilities, with a methodical approach to issue resolution.
Proactive, self-motivated, and eager to learn new technologies and concepts.
Ability to work independently as well as collaboratively in a team environment.

Nice To Haves

Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate).
Experience in Identity Access Management.
Experience with virtualized environments (e.g., VMware, Hyper-V).
Familiarity with PowerShell scripting for automation of routine tasks.
Knowledge of backup and disaster recovery concepts.
Experience with IT ticketing systems and remote support tools.

Responsibilities

Provide expert-level technical support to end-users for complex hardware, software, network, and application issues that cannot be resolved by first-level support.
Diagnose root causes and implement solutions for persistent or difficult-to-replicate problems.
Deploy new laptops and desktops to end-users as a part of asset management.
Document new hardware in the departments ITSM platform.
Offer in-depth support for business-critical applications, including configuration, troubleshooting errors, and liaising with vendors when necessary.
Provide dedicated and proactive IT support to executive staff and high-priority users, ensuring minimal disruption to their work.
Develop and deliver training sessions or create guides for users on new software, best practices, or common technical issues to reduce support volume.
Identify recurring issues from support tickets, analyze trends, and propose long-term solutions to prevent future occurrences.
Manage users accounts and access to the organizations systems and data to prevent unauthorized access, privilege escalation, and compliance violations.
Create, modify, disable, and delete user and group accounts in Active Directory and other identity management systems, to ensure proper permissions and a restrictive security model.
Assist with the scheduling and application of operating system and application patches/updates to servers and workstations, following established procedures and under supervision.
Monitor and maintain the endpoint security platform to ensure the organization is protected from malware and ransomware to prevent data breaches.
Participate in the deployment, configuration, and inventory management of new servers, network devices, and software, ensuring proper setup and adherence to standards.
Create and update detailed IT documentation, standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for both client support and system administration tasks.