IT Operations Support Administrator

Peckham, Inc.•Phoenix, AZ

1d•Hybrid

About The Position

The IT Operations Support Administrator position requires a focus on support for end-user computers, mobile devices, desktop operating systems, Android and iOS mobile devices, and timeclocks. Duties will include workstation implementations, maintenance, testing, patching, integration of new hardware and software, and coordination with other client technology groups. This role will have an emphasis on maintenance of documented operational policies and procedures in a complex and diverse computing environment. Due to contract requirements, this position requires a security clearance. Until clearance is granted with a positive determination, the employee will be assigned to support our East Phoenix site before transitioning to the North Phoenix location.

Requirements

High School Diploma or Equivalency
1-3 years of experience in an IT help desk, technical support, or a desktop technician role.
A certification in CompTIA A+, CompTIA Sec+, or ITIL Fundamentals, or the ability to obtain one within the first 6 months.
As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment.
U.S. Citizenship required due to security clearances.
Ability to reliably travel to and from assigned worksites and community locations as needed.
Skilled in imaging PCs, setting up workstations, and supporting end users.
Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems.
Knowledge of ticketing systems (ServiceNow, Remedy, Jira, Zendesk, etc.) and basic ITSM methodologies.
Ability to use critical thinking and reasoning to solve unique problems.

Nice To Haves

An Associate’s Degree or higher in a field closely related to Computer Technology
Skilled with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools.
Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applications
Skilled in project implementation.

Responsibilities

Acknowledges, troubleshoots, and resolves customer inquiries within established service level guidelines.
Provide direct support for hardware and software issues, including peripherals such as printers, keyboards, and audio/video equipment.
Desktop support to be provided onsite or remotely, whenever possible.
Provides direct support for company-issued mobile devices, including following processes and procedures for procurement, configuration, and deployment of Android and iOS cell phones and tablets.
Applies industry best practices for maintaining the end user computing environment, including software delivery, telephony endpoints, supporting extensive client hardened environments, and assisting with accommodation requests.
Follows processes and procedures for accurate asset tracking.
Knowledge of asset management suites, such as Microsoft System Center Configuration Manager (SCCM) and/or Microsoft Intune, leveraged for maintenance of desktop clients including deploying task sequences and applications.
Administration of identity management including account creation, assigning proper permissions, and troubleshooting account problems.
Knowledge of a Virtual Desktop Infrastructure computing platform.
Provide guidance for entry level service desk support personnel.
Provide general telephony support including endpoint installation, account management, and reporting administration.
Create and maintain technical and end user documentation of processes and procedures.
In conjunction with information assurance, apply best practices and judgement to ensure business objectives and risks are effectively managed.
Ensure compliance with standard practices, processes, and enterprise standards, in an ITIL environment.
Adherence to change management process.
After-hours support (evenings and weekends) will be required in an on-call, rotation basis.
Attend courses that improve personal skill sets to better serve the Peckham user community.
Maintain a safe and clean work environment.
Provide training for Peckham staff and team members as assigned.
Apply discretion in handling confidential information.
Utilize a collaborative team approach for all projects including Peckham staff, vendor consultants, and Peckham contracted customers.
Promotes Peckham’s vision, values, and services to all customers and stakeholders.
Assists in maintaining organization wide quality standards.
Other related duties as requested and/or assigned.