Systems Administrator I

EO Johnson Business Technologies / Locknet Managed IT•Onalaska, WI

32d•Onsite

About The Position

Looking to kickstart your career in IT support? As a System Administrator I, you'll be at the heart of ensuring smooth computer operations for our clients, enabling them to excel in their daily business activities. Your role will involve tackling help requests head-on, documenting issues, and implementing effective solutions swiftly. If you're ready to dive into a dynamic environment, utilizing diagnostic tools and offering technical support through cutting-edge remote management tools, then this is the perfect opportunity for you to make a real impact. Join us in empowering our users and driving productivity to new heights! JOB SUMMARY The System Administrator I’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual to provide technical assistance to the end user through our suite of remote management tools.

Requirements

College diploma in computer science or related field or 2 years equivalent work experience
Experience supporting Microsoft desktop and server operating systems and Microsoft Office
Knowledge of basic computer hardware, including PC’s, printers, laptops, servers
Working knowledge of a range of diagnostic utilities
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment

Nice To Haves

University degree in the field of computer science
2 years equivalent work experience
Preferred Certifications: Comp-TIA Network+
Comp-TIA A+
CompTIA Security+
CCNA
MCITP
MCSA
MCSE

Responsibilities

Has friendly demeanor while handling service requests from end users via telephone, e-mail and customer ticket submissions
Document all pertinent end user identification information, including name, company, contact information, and nature of problem or issue
Build rapport and elicit problem details from customers
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the customer service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform remote-based solutions, including installing and upgrading software, installing hardware, implementing file backups, preventative maintenance and configuring systems and applications
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Evaluate documented resolutions and analyze trends for ways to prevent future problems
Develop help sheets and frequently asked questions lists for end users
Participates in after hours on-call rotation to provide assistance for clients
Performs other duties as assigned