Systems Administrator I

ConstructConnect•Atlanta, GA

18h•Onsite

About The Position

This position is onsite in Peachtree Corners, Georgia and sits within our IT Infrastructure division, which handles the combined set of software, hardware, networks, and facilities used to develop, test, deliver, monitor, control, or support IT Services. The Systems Administrator – L1 will be the first “live” interaction with all our users and their requests for support that are submitted. A request for support can be submitted via 3 different methods: Telephone call, emails to the Service Delivery Department, or a ticket has been created. The L1 will contact the user and verify the information in the ticket or request. Once verified, they will triage the ticket to either a back-office department for support, a L2 technician, or eventually solve the issue for the user. In addition, there will be other duties within the department, such as hands-on workload of staging and imaging computers, repairing computers, and refurbishing computers. During the day this person may be shipping equipment to users as well. You will be working hand in hand with the Senior System Administrator and the Service Delivery Manager. The ideal candidate would be a person who verbally communicates well, has good written skills, is organized, has good technical abilities, can manage their way around Microsoft Windows, can lift and pack boxes when needed, and can follow a process. Also, a desire to learn and grow within the Service Delivery Department and IT in general is a plus. Additional responsibilities are given as the candidate grows within the position and can be a step toward other areas within our Information Technology Department. Lastly, these positions can become partial remote/work from home.

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.
Skills required include excellent customer service, troubleshooting, problem solving 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
Ability to demonstrate knowledge in applicable areas of technology.
The physical activities of this position include frequent sitting, telephone communication, and working on a computer for extended periods.
Visual acuity is required to perform activities close to the eyes.
This position is based onsite, and team members are expected to work from the office five days per week.
Team members must maintain a professional and ergonomically appropriate workspace within the office environment.
The role requires the ability to lift, push, or pull up to 75 pounds as part of regular job duties.
Occasional travel may be required for business needs such as training, meetings, or company events.
All team members must reside and perform their work within the United States.

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

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 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.