Sr. Customer Support Admin- IT

Honeywell Aerospace•Lansdale, PA

12d

About The Position

This role involves a wide range of IT support responsibilities, including managing user accounts, hardware and software installations, network troubleshooting, VOIP system administration, and ensuring security patch compliance. The position also requires participation in daily huddles to address tickets, adherence to IT Asset Management policies for certifications like DFARS and CMMC, and involvement in continuous improvement activities such as 6S and Lean/Six Sigma.

Requirements

Experience with AZURE/Active Directory
Ability to add new systems to the network
Ability to unlock/reset user account passwords
Experience with hardware installations and equipment moves
Experience with BIOS patches
Experience with hardware troubleshooting
Desktop hardware support of end-user systems
Experience with patching network drops
Experience monitoring network availability
Experience troubleshooting network connectivity issues
Ability to make custom length patch cables
Ability to troubleshoot with Netscout network analyzer
VOIP (ZOOM, Teams) phone system admin experience
Experience troubleshooting phone connectivity issues
Experience with programming extension changes
Experience deploying new VOIP services
Experience installing/deploying licensed software on workstations
Knowledge of software asset management policies
Experience provisioning user workstations using documented processes (e.g., Dell LTP)
Knowledge of deploying systems imaging tools such as Acronis with current OS patches
Experience imaging and inventorying new systems for stock
Experience collecting and disposing of obsolete equipment abiding by IT Asset Management Policy/SOP
Experience ensuring user workstations are up to date with all security patches
High proficiency in virus/spam protection
Experience maintaining printers
Experience contacting vendors for printer repairs
Experience configuring new print queues and new printers
Corporate Mobile Device management experience
Mobile device troubleshooting experience
Ability to participate in daily huddles to review aging, unallocated tickets
Ability to improve user response/resolution time
Ability to ensure team members abide by IT Asset Management process
Ability to support DFARS, CMMC certifications and controls
Ability to improve and maintain 6S in work area
Ability to make suggestions for improvements
Ability to participate in Lean/Six Sigma activities

Responsibilities

Manage Azure/Active Directory, including adding new systems to the network and resetting user account passwords.
Perform hardware installations, equipment moves, BIOS patching, and troubleshooting for desktop hardware and end-user systems.
Handle network tasks such as patching drops, monitoring network availability, troubleshooting connectivity issues, creating custom patch cables, and using Netscout network analyzer.
Administer VOIP phone systems (ZOOM, Teams), troubleshoot phone connectivity, manage extension programming, and deploy new services.
Install and deploy licensed software on workstations and ensure compliance with software asset management policies.
Provision user workstations using Dell LTP documented processes, deploy systems using imaging tools like Acronis with current OS patches, and image/inventory new systems for stock.
Collect and dispose of obsolete equipment in accordance with IT Asset Management Policy/SOP.
Ensure user workstations are up-to-date with all necessary security patches.
Manage virus and spam protection.
Maintain printers, contact vendors for repairs, and collaborate with Systems Admin staff to configure new print queues and printers.
Manage and troubleshoot corporate mobile devices.
Participate in daily huddles to review and resolve aging tickets, aiming to limit user escalations and improve response/resolution times.
Ensure fellow End-User support team members adhere to IT Asset Management processes to support DFARS, CMMC certifications and controls.
Improve and maintain 6S in the work area and suggest improvements.
Participate in Lean/Six Sigma activities within the work area and for other areas to enhance cross-functional problem-solving.