Service Desk Administrator

Modern Technology Solutions Inc•Las Vegas, NV

About The Position

The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization. Deploy and configure desktops/laptops, printers, networking devices, and software Install/upgrade operating systems and application software Image systems with Microsoft Development Toolkit (MDT) and other imaging tools Diagnose Windows 11, Office 365 and other application issues Track and maintain computer assets using asset management tools Set up new hire computer equipment and VoIP Phones Administer Active Directory Users and Groups on the domain Assist users with remote access through VPN. Ensure all ticket communication & follow up in a timely manner based on established SLA Diagnose and fix problems with Laptops and Desktops, as company standard hardware. Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM) Review current system and make technical/process recommendations for improving efficiency Implement and maintain security standards, procedures, and guidelines for multiple platforms Keep deployed systems up to date with OS, hardware and software patches and upgrades Demonstrate professionalism in response to customer requests Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate Research and/or contact vendors regarding technical problems and solutions

Requirements

Strong Microsoft Windows background
Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture
Experience installing, configuring, and troubleshooting Windows Operating Systems
Installation and configuration of hardware and software
Active Directory user account configuration and maintenance
Proficiency in Microsoft Office suite (365 experience preferred)
Experience troubleshooting common networking issues on client systems
Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers
Experience in a fast-paced environment
Deep interest in learning and developing new skills
Excellent oral and written communication skills
Strong organizational skills and ability to manage multiple tasks concurrently
Excellent time management, scheduling, and organizational skills
Ability to work well independently as well as follow detailed instructions for completing tasks
Must be a team player and be able to work within all levels of a project team
Excellent Customer Service skills
Requires proactive problem solving and troubleshooting/diagnostic skills.
Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.
Experience working in a corporate IT environment
Associate’s, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience
Minimum of 2 years of experience in Service Desk environment
Ability to obtain/maintain a DoD SECRET clearance
U.S. Citizenship is required for most MTSI positions.

Nice To Haves

An industry certification such as A+, Network +, MCSA, etc.
Security + preferred
Basic Microsoft Entra understanding
ITSM preferably ServiceNow
Intune
Endpoint Management tools, preferably ManageEngine
Microsoft 365 Administration

Responsibilities

Installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues
Customer service and technical support for the Enterprise
Deploy and configure desktops/laptops, printers, networking devices, and software
Install/upgrade operating systems and application software
Image systems with Microsoft Development Toolkit (MDT) and other imaging tools
Diagnose Windows 11, Office 365 and other application issues
Track and maintain computer assets using asset management tools
Set up new hire computer equipment and VoIP Phones
Administer Active Directory Users and Groups on the domain
Assist users with remote access through VPN
Ensure all ticket communication & follow up in a timely manner based on established SLA
Diagnose and fix problems with Laptops and Desktops, as company standard hardware
Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)
Review current system and make technical/process recommendations for improving efficiency
Implement and maintain security standards, procedures, and guidelines for multiple platforms
Keep deployed systems up to date with OS, hardware and software patches and upgrades
Demonstrate professionalism in response to customer requests
Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate
Research and/or contact vendors regarding technical problems and solutions