Help Desk Lead/Junior System Administrator | Springfield, IL

Hope•Springfield, IL

5d•$50,000 - $65,000

About The Position

Leads help desk operations by providing basic and Tier II customer support. Responsible for the administration of and reporting from the company’s ticket system. Determines when to escalate tickets to outside consultants and work with consultants to maintain computers systems, network integrity, and the company’s cybersecurity posture.

Requirements

oral and written communication skills
learning skills
customer service orientation
problem analysis
problem-solving
adaptability
team interaction
planning and organizing
attention to detail
stress tolerance
High School Diploma
Demonstrated knowledge of WAN, LAN, and MS Office software applications
Ability to communicate professionally with people at all levels of the organization and external contacts
Successful background clearance, physical, and drug/alcohol screening.

Nice To Haves

Associates Degree preferred
Hope may assist in the financial support of Microsoft Certifications

Responsibilities

Diagnose and resolve technical hardware and software issues.
Order and deploy new hardware for end users
Manage the Help-Desk ticketing system and provide reporting to leadership ensuring that all tickets are resolved within the specified time frame.
Coordinate with other teams to resolve issues that span departmental boundaries.
Research questions using available information resources and utilize consultant support when appropriate.
Assist in the development, review, and implementation of policies and procedures for the help desk team.
Develop training material for distribution and use within Hope University.
Enhance the company’s cybersecurity posture through use of company educational and testing applications.
Administer disaster recovery plans to ensure that data is backed up and can be restored in case of failure.
Oversee EDR and MDR systems and work with consultants when necessary to fix security vulnerabilities in computer systems.
Develop understanding of Microsoft ECM and its capabilities
Maintain JAMF and develop policies consistent with end-user needs.
Develop the ability to present solutions to management for recurring problems that are global in perspective and well thought out.
Maintain security camera systems and securely distribute footage to supervisors when requested.
Troubleshoot hardware issues with network switches, routers, and firewalls. Contact internet service providers tech support when necessary
Other duties as assigned.
Assist with setup and wiring of new facilities.
Upgrade hardware and clean up computers.