Systems Administrator I

Ntiva, Inc.•Leawood, KS

24d•$50,000 - $64,000•Hybrid

About The Position

The Systems Administrator I provides day-to-day support desk and client service request support, serving as the first point of contact for client-initiated tickets. The role focuses on resolving tickets within applicable timeframes and service-level objectives, achieving first-touch resolution, preventing escalations, and delivering high-quality service with timely responses. The successful candidate works effectively in a fast-paced environment and can switch between tasks as needed. The position is based in Ntiva’s Kansas City office and is hybrid, with approximately 70% of work performed remotely and 30% onsite with clients. Travel to client sites in the area is required and may involve driving up to 1.5 hours. A valid driver's license and insured vehicle are required. This position is posted to meet state regulatory requirements; a qualified internal candidate has been identified, but all qualified applicants will be considered. U.S. citizenship is required due to federal government contract obligations. The role is salaried and exempt. The stated base pay range is $50,000 to $64,000 per year, varying based on factors including market location, job-related knowledge, skills, and experience.

Requirements

2–3 years of Help Desk experience.
Technical experience supporting, administering, and troubleshooting Microsoft desktop and server operating systems and applications.
Familiarity with network hardware, including firewalls, managed switches, and wireless access points.
Demonstrated knowledge of Microsoft Exchange, Office 365, and related email technology.
Ability to navigate the Hyper-V console to troubleshoot virtual-machine storage and availability issues.
Ability to provide escalation support and identify imminent failures for escalation as needed.
Ability to generate vendor access accounts in accordance with industry security best practices.
Ability to create limited domain user accounts and delegate local server administration as needed.
Ability to provide an appropriate secure remote access method.
Ability to optimize and apply group policies using item-level filtering and security groups.
Ability to audit and implement need-to-know permission and access controls, including share-drive permissions, and use security groups efficiently.
Intermediate knowledge of at least one cloud platform and ability to navigate its console.
Ability to identify misconfigured services or applications and escalate as needed.
Ability to review, refine, and create standard operating procedures.
Ability to communicate professionally in English, both orally and in writing.
Ability to write business correspondence and process procedures.
Ability to present information effectively and respond to questions from managers, clients, and the general public.
Valid driver's license and insured vehicle.
U.S. citizenship is required due to federal government contract obligations.

Responsibilities

Accept overflow incoming client calls, provide service, or route calls as needed.
Follow processes and procedures for moving client service requests within and outside the department.
Recognize opportunities to update infrastructure documentation.
Own service requests.
Conduct root-cause analysis for recurring problems and client issues.
Identify lapses in system requirements, processes, and design specifications based on organizational needs, security and compliance policies, and industry trends.
Perform software upgrades and deployments.
Troubleshoot client issues, identify root causes, and resolve them.
Follow industry best practices regarding security.
Provide technical leadership internally and externally.
Use client reports as a starting point, gather evidence, and perform root-cause analyses.
Work within the time-investment parameters of the position when resolving client requests.
Provide escalation support and identify imminent failures or misconfigured services and applications for escalation as needed.
Generate vendor access accounts and create limited domain user accounts, delegating local server administration as needed.
Provide secure remote access methods as appropriate.
Optimize and apply group policies, including item-level filtering and security-group filtering.
Audit and implement need-to-know permissions and access controls, including share-drive permissions, and use security groups efficiently.
Review, refine, and create standard operating procedures.
Support user creation and departures, VoIP phones, and Apple Mac OS X.

Benefits

Medical, dental, and vision coverage for employees and family.
401(k) plan with company match: 4% match on a 5% contribution, with no vesting period; employee and company contributions begin after 90 days.
Company-provided group term life and accidental death and dismemberment coverage.
Voluntary short-term disability coverage and company-provided long-term disability coverage.
Health Savings Account and PPO options.
Employee Assistance Program.
Paid time off, volunteer time off, 8 paid holidays, and 3 floating holidays.
Education reimbursement program.
Employee referral program with cash bonuses for successful referrals.
Recognition and rewards.
Clear promotion and advancement tracks.