Systems Administrator I

ConstructConnect•Atlanta, GA

23h•Onsite

About The Position

This onsite position in Peachtree Corners, Georgia, is part of the IT Infrastructure division, which manages the software, hardware, networks, and facilities supporting IT Services. The Systems Administrator – L1 serves as the initial point of contact for user support requests, received via telephone, email, or created tickets. The L1 will verify request information, triage tickets to either back-office departments, L2 technicians, or resolve issues directly. Additional duties include hands-on tasks such as staging, imaging, repairing, and refurbishing computers, as well as shipping equipment to users. The role involves collaboration with the Senior System Administrator and the Service Delivery Manager. The ideal candidate should possess strong verbal and written communication skills, organizational abilities, technical proficiency in Microsoft Windows, and the capacity to perform physical tasks like lifting and packing boxes. A desire to learn and grow within the Service Delivery Department and IT is considered a plus, with opportunities for increased responsibilities and advancement within the Information Technology Department. These positions may eventually offer partial remote/work from home flexibility.

Requirements

Self-starter capable of working independently with minimal supervision, and the ability to use independent judgment in matters that causing impact to the business.
Excellent customer service, troubleshooting, problem solving skills used in answering technical support phone calls, voice messages, emails, and monitoring helpdesk ticketing system from end user’s request.
Basic skills with Apple and Microsoft operating systems, Microsoft Office 365 and other related company applications such as but not limited to Citrix, Share Point, Remote/VPN software and ERP accounting software.
Demonstrated initiative to remain current in skill development and knowledge of hardware and software used by the company
Excellent oral and written communication skills, particularly over the telephone and email.
2 Year Degree and ability to demonstrate required skills required for role or currently in school in a computer related curriculum

Nice To Haves

Certifications such as A+, Network+, and/or MCP are strongly preferred.
MCSE: Windows Enterprise Desktop Administrator
MCSE: Windows Enterprise Desktop Support Technician
Ability to demonstrate knowledge in applicable areas of technology.
A desire to learn and grow within the Service Delivery Department and IT in general

Responsibilities

Monitor the Help Desk ticket queue for new requests
Answer the Help Desk phone and email for when a support request comes in
Work with the L2 System Administrators to keep the workload level amongst the team, dispatching tickets to L2 people who are free
Move support requests to back-office teams that support other software products and services
Staging laptops, imaging laptops, and packaging and shipping laptops to users who are due for a refresh of their equipment
Box and ship equipment for users who have peripherals that have broken or failed and need replacement
Learning our Infrastructure and systems is a must, both hardware and software: Hardware: Dell Computers, Apple MacBook computers, Headsets, webcams, keyboard, mice. Software (standard): MS Windows 10 pro, Goto Meeting/Zoom conferencing, Ring Central phone system, Microsoft Office 365 Apps
Tracking and documenting computer asset inventory equipment company wide
Log all help desk interaction within ticket tracking system, responsible for escalating issues that cannot be resolved or have been raised by a VIP.
Anticipates, identifies, and articulates problem areas and helps in developing preventative solutions.
Strong focus on customer service, customer communication, quality, and accuracy.
Assist in the creation of any customer documentation we can provide to our users, where needed.