System Administrator

1 week ago

Madison, United States Performix Business Services LLC Full time
Job Description
Professional Summary:
• Part of the team responsible for supporting DPI staff's technical needs: providing troubleshooting for resolving computer support issues, escalating when needed, configuring, maintaining, and deploying desktop equipment and related group policies (GPOs), and following established technical and procedural processes.
• The position works to support desktop technologies, including extensive use of system management tools, as well as the use of numerous software services.
• Support delivered by this position takes place in a complex, professional technical environment.
• Customers include DPI leadership, IT managers, and staff throughout DPI.
• This work is multitasking in nature, self-initiated, and usually conducted independently.
• However, the help desk team is also highly cooperative and collaborative.

Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, in an enterprise networked environment.
• Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the agency.
• Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
• Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services.
• Setup and support PC hardware, peripherals, software and related devices.
• Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
• Install and support Microsoft client operating systems in an Enterprise environment.
• Install and support office productivity software, client and cloud-based.
• Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
• Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights.
• Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
• Assist in monitoring systems that track security across hardware and software on end-user devices.

Enterprise Device Configuration Management
• Act as Technical Service team's liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
• Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
• Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency.
• Train new Help Desk employees as needed and provide documentation
• Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
• Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
• Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
• Manage endpoint protection including automated remediation and updates.

Technology Help Desk Documentation.
• Provide direction and guidance for the processing and resolution of help desk tickets.
• Determine best mechanisms for assignment of help request tickets among team.
• Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
• Document knowledge in the form of knowledge base tech notes and articles
• Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
• Provide input on increasing and improving efficient end user support strategies.
• Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Required Experience:
• Microsoft Office 365 & Windows 10 Support
• Strong communication (written and verbal)
• General software troubleshooting
• Experience creating standard operating documentation for processes that have not already been documented.
• Experience creating troubleshooting documentation for newly discovered software and hardware issues.
• Experience evaluating new hardware and software proposed for agency standardization.

Nice to have Experience:
• Remote support
• Workstation imaging
• Adaptable learner in IT
• Experience using Intune for remote and mobile device management

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