IT Infrastructure Specialist

23 hours ago

Cincinnati, Ohio, United States ConstructConnect™ Full time
System Administrator - L2

This position is part of our IT Infrastructure division, which oversees the collective software, hardware, networks, and facilities used to develop, test, deliver, monitor, control, or support IT Services.

The System Administrator - L2 focuses on addressing complex issues that cannot be resolved by Level 1 technical staff. This role requires employees with extensive company experience, as well as in-depth training and certifications in technical support and troubleshooting.

During their workday, the Level 2 Administrators review tickets escalated from Level 1 to identify major technical challenges and solutions attempted. They then communicate with customers to gather more specific details about the issue and employ various troubleshooting techniques. If they cannot resolve the problem, they escalate it to the Senior System Administrator.

Responsibilities:
  • Resolve complex issues requiring detailed system and application knowledge with tickets escalated from Level 1, potentially involving other BackOffice teams for assistance. Once the issue is resolved, assist Level 1 Admins in understanding what was done to resolve it.
  • Maintain system capabilities by testing existing equipment and programs.
  • Test new systems, software, and configurations passed down from the Senior System Admin, OPS, or Security.
  • Train users on proper hardware and software usage, extending beyond the knowledge of Level 1.
  • Manage and train Level 1 support technicians.
  • Proactively repair and replace equipment as needed.
  • Provide onsite and remote support to end-users.
  • Lead AV setups as required for meetings at the Cincinnati location.
  • Assist internal customers with Windows and Mac OS device issues/concerns.
  • Demonstrate advanced ability to work in Active Directory, Azure, and Intune.
  • Deliver individual and/or group instruction and training to System Administrators, Employees, or Management on new or updated technologies.
  • May work on department projects assigned by the Service Delivery Manager or Senior System Administrator.
  • Perform moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and network failures and conflicts.
  • Participate in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions with the Service Delivery Manager and/or Senior System Administrator.
  • Serve as a primary project member on technology projects with moderate scope and impact; may provide guidance and integration of other staff work. May participate in technology projects with large scope and broad organizational impact.
  • Maintain currency of advanced knowledge with respect to technology, equipment, security regulations, standards, and/or systems.
  • Create documentation for the knowledge base, users, guidebook as needed.
  • This job description does not imply that all duties listed here are the only ones team members can be required to perform.
Qualifications:
  • A 2- or 4-year degree, with the ability to demonstrate the required skills for the role.
  • 2-4 years of experience as a IT Support person.
  • Required certifications: Microsoft Azure, Intune, A+, Network+, MCP.
  • Required MacBook skills and experience including but not limited to:
    • App installation ability without using the App store.
    • Adding/Removing Apps from the dock.
    • Adding Bluetooth devices.
    • Printer installation.
    • Configuration of multiple monitors on a MacBook.
    • Formatting and reloading a MacBook.
    • Ability to locate serial number and specs on a MacBook.
    • Connecting to Wifi.
    • Some exposure with JamF.
  • Additional preferred certifications:
    • MCITP: Windows Enterprise Desktop Administrator.
    • MCITP: Windows Enterprise Desktop Support Technician.
  • Previous experience supporting Level 1 support people.
  • Demonstrated knowledge in applicable areas of technology.
  • A self-starter capable of working independently with minimal supervision, using independent judgment in business-impacting matters.
  • Excellent customer service, troubleshooting, and problem-solving skills, applicable in handling technical support phone calls, voice messages, emails, and monitoring helpdesk ticketing systems.
  • Proficiency with Microsoft Server and workstation operating systems, all versions of Microsoft Office suites, and related company applications such as Cisco remote/VPN, SharePoint, and ERP accounting software.
  • Familiarity with all types of server hardware and network equipment.
  • Demonstrated initiative to stay current with the latest developments in hardware and software used by the company.
  • Excellent oral and written communication skills, particularly for telephone and email interactions.
Physical Demands and Work Environment:
  • The physical activities of this position include frequent sitting, telephone communication, working on a computer for extended periods of time. Visual acuity is required to perform activities close to the eyes.
  • This position is considered hybrid. Team members are expected to have an established workspace.
Estimated Salary Range: $60,000 - $80,000 per year

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