Senior IT Systems Administrator for Managed Services

1 week ago


Lancaster, Pennsylvania, United States ONE2ONE Inc. Full time

Position Overview

The Senior IT Systems Administrator will play a crucial role in delivering exceptional IT services to our clients. This position requires a commitment to our core values and a focus on providing a stellar customer experience.

Key Responsibilities

  • Embody and promote the culture of ONE 2 ONE by aligning with our vision and mission.
  • Deliver outstanding customer service to both current and potential clients.
  • Ensure a top-tier IT experience for all users.
  • Engage actively in structured meetings and discussions.
  • Take ownership of weekly tasks and quarterly objectives with accountability.
  • Utilize the company’s PSA, RMM, and documentation tools as trained.
  • Represent ONE 2 ONE at community events and functions as directed.
  • Participate in training sessions and webinars as assigned.
  • Provide services in compliance with all Service Level Agreements.
  • Manage user accounts and resolve file access issues.
  • Assist clients with common applications and operating systems.
  • Conduct backup restorations and perform malware remediation.
  • Troubleshoot and resolve escalated technical issues.
  • Manage high-priority issues based on urgency and impact.
  • Document all requests and activities in the service ticket system.
  • Participate in an on-call rotation to support clients as needed.
  • Maintain regular communication with clients and internal teams to set expectations.
  • Follow established escalation procedures for issue resolution.
  • Create and maintain client documentation in the PSA.
  • Develop and implement technical solutions to address client challenges.
  • Collaborate with vendors to resolve client issues effectively.
  • Deploy and repair hardware and software both on-site and remotely.
  • Assist in project deployments as directed by management.
  • Travel to client locations as required to perform IT tasks.

Qualifications

  • Proactive and solution-oriented mindset.
  • Experience in a Managed Services Provider environment.
  • Strong focus on client service.
  • Excellent communication skills, capable of explaining technical concepts to non-technical audiences.
  • Self-motivated with the ability to prioritize and manage complex tasks.
  • Results-driven with a focus on delivering organizational benefits.
  • Strong analytical and problem-solving skills.
  • Ability to manage critical issues to resolution.
  • Proficient in Professional Services Automation (PSA) and documentation.
  • Strong skills in Backup, Disaster Recovery, and Business Continuity.
  • Solid experience in Active Directory administration.
  • Competent in deploying and supporting Microsoft operating systems.
  • Above-average proficiency with Microsoft Office applications.
  • Strong understanding of networking concepts including TCP/IP and routing.
  • Experience with MS Exchange user administration.
  • Familiarity with Group Policy Objects development and troubleshooting.
  • Knowledge of SMB firewalls and basic networking equipment.
  • Minimum of 4 years of direct IT customer support experience.
  • Experience troubleshooting connectivity on various platforms.
  • Relevant certifications such as CompTIA Network+, MCSA: Windows Server or M365.

Benefits

  • Comprehensive Medical, Dental, and Vision coverage with employer contribution.
  • 401K plan with employer matching.
  • Generous Paid Time Off policy.
  • Volunteer Time Off for community engagement.
  • Employee Assistance Program for personal support.


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