Technology Service Administrator

Gosiger•Dayton, OH

5d•$80,000 - $95,000•Onsite

About The Position

The Technology Service Administrator has a key operational role within the Technology Support Team. The Technology Support Team's purpose is to ensure all business partners have reliable, secure, scalable, and repeatable technology solutions that allow users to get connected/stay connected to business systems. The Technology Service Administrator serves as the Tier 2 technical authority to drive consistency, enforce standards, and enable the team to operate at a high level of performance. This role owns the coordination, prioritization, and quality of ticket resolution across the support team to ensure issues are addressed efficiently, escalated appropriately, and ultimately resolved to completion.

Requirements

College diploma or university degree in the field of computer science [or equivalent field] and/or [5] years equivalent work experience
Excellent communication, documentation, and organizational skills.
Experience in troubleshooting, supporting, and maintaining: Microsoft Office 365 Microsoft Windows PC operating systems WAN/LAN networks
Proficient working knowledge of VLANs
Hybrid Active Directory/Entra
Proficiency in ITSM (IT Service Management) tools and ITIL methodologies.
Proven experience working within an IT team
Experience working in a team-oriented, collaborative environment
Experience establishing processes and procedures
Willingness to work different shifts or weekends for project implementations
Willingness to provide after-hours on-call support on rotation
Commitment to quality, high work standards, and confidentiality
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment

Nice To Haves

System Administration, Microsoft o365 Administration, and/or Network Administration certifications
ZenDesk ticket system experience (or similar)
NinjaOne RMM experience (or similar)
Experience with cybersecurity solutions (EDR, MDR, XDR, SOC, SIEM, ZTNA)
Experience with Cybersecurity Maturity Model Certification (CMMC)

Responsibilities

Own the help desk response and experience for the employees of Gosiger
Govern the ticketing system to ensure proper intake and prioritization
Drive accountability by monitoring ticket progress and enforcing SLAs
Coordinate workload distribution to maintain balanced coverage
Ensure all escalations are handled decisively, with clear communication and documented outcomes
Identify recurring issues and implement corrective actions to reduce ticket volume
Establish, enforce, and continuously refine IT support standards, procedures, and best practices
Ensure all work performed by the support team meets defined quality, security, and documentation standards
Support monitoring, triage, and response to security events and alerts
Serve as a subject matter expert on Gosiger IT systems, infrastructure, and support tools
Provide direct guidance and coaching to Tier 1 staff to elevate technical capability
Provide Tier 2 support and act as the primary escalation point for technical issues
Administer, maintain, and continuously improve: Active Directory / Entra ID (hybrid) Microsoft 365 (Exchange, Teams, SharePoint) Windows client endpoints
Maintain system integrity through proactive monitoring, maintenance, and issue resolution
Participate in on-call rotation and provide after-hours support when required
Execute system changes in a controlled and documented manner
Ensure proper access control, permissions, and alignment with security policies
Maintain strong, professional communication with both technical and non-technical stakeholders
Drive continuous improvement in IT support workflows, processes, and service delivery
Develop and maintain clear, usable documentation for systems, processes, and common issues
Standardize repeatable processes to improve efficiency and reduce variability
Support onboarding and offboarding processes to ensure consistent and secure user transitions
Maintain accuracy and accountability in asset tracking and inventory management
Support execution of IT projects, system upgrades, and infrastructure initiatives
Coordinate with IT leadership to ensure successful outcomes
Act as a bridge between support operations and infrastructure strategy
Partner with all IT teams/team members to achieve our Vision and Mission
Provide assistance when needed
Operate with a high degree of ownership, urgency, and accountability
Deliver consistent, high-quality outcomes in a fast-paced environment
Actively contribute to the development and maturity of the IT organization
Be an excellent steward of money
Focus on value of investments
Recommend cost savings when possible
Commitment to ongoing personal and professional development through training, coaching, and/or mentoring
Other duties as assigned