Systems Administrator I

AmeriLife•Clearwater, FL

About The Position

As a System Administrator I, you'll be responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. In addition, you'll troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access, and provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff.

Requirements

Degree in Computer Information Technology preferred
4+ years’ experience in related field; or an equivalent combination of education and experience.
Preferred experience supporting end user base of 500+ employees
Working knowledge in: Personal computer technology, Computer equipment, Application software and personal computer operating systems Windows and general word processing and spreadsheet applications
Working knowledge in: Installing and maintaining PC hardware and software, telephones, wireless systems, and website.
Considerable skill in: Communicating with technical and non-technical individuals concerning computer systems and software issues
Working Skill in: Designing and preparing various reports as required, Planning, organizing, and prioritizing assigned projects, Establishing time schedules

Nice To Haves

Superior customer service
Excellent listening skills, as well as written and verbal communication skills
Exceptional time and project management
Ability to work across cross-functional teams and coordinating complex projects
Strong reporting and follow-up skills, with the ability to multi-task and prioritize
Ability to innovate and problem-solve
Thrives in a fast-paced environment

Responsibilities

Process Level I and II team incidents and service requests
Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
Comply with standard processes and procedures
Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams
Rely on experience and judgment to plan and accomplish goals
Maintain commitment to continuous process improvement
Interact closely with customers to understand their needs and / or requirements
Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests
Able to coordinate with geographically dispersed teams to achieve results
Assist in troubleshooting team related issues
Make complex ideas or situations clear, simple, and/or understandable
Ensure deployment of PCs (adds, moves, changes)
Provide hands-on and remote support to end-users
Work effectively with PC imaging software such as SCCM
Ensure deployment, management, and support of PCs, peripherals, and mobile devices
Maintain working knowledge of remote connectivity software
Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software
Ensure incident resolution of desktop related issues
Coordinate activities with service desk, network services, or other IT teams
Provide input and assist in testing and selection of future technologies and devices
Apply software patches and upgrades