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IT Systems Administrator for Managed Services Provider

2 months ago

Lancaster Pennsylvania, United States ONE2ONE Inc. Full time

Position Overview:
Embody and advocate for the ONE 2 ONE ethos by aligning with our vision, mission, and core principles.

Deliver outstanding customer service to both current and potential clients.

Ensure a premium IT experience for all users.

Engage actively and transparently in structured meeting schedules.

Take ownership of weekly tasks and quarterly objectives with a strong sense of accountability.

Utilize the company’s PSA, RMM, documentation tools, and other software as instructed.

Represent ONE 2 ONE in the community through participation in events such as conventions, expos, and chamber activities as directed by management.

Attend relevant webinars, seminars, and training sessions as required by management.

Provide services in accordance with all established Service Level Agreements (SLAs).

Manage user accounts, resolve file permissions, and address file access challenges.

Assist clients with basic usage of common software applications and operating systems.

Conduct backup restorations and perform malware and virus remediation.

Troubleshoot and resolve technical escalations effectively.

Manage high-priority issues to resolution based on their impact and urgency.

Log all requests, activities, and labor in the service ticket system, including documentation of special requests and important customizations for future support.

Participate in an on-call rotation to provide support as per contracted SLAs.

Maintain regular communication with customers and internal teams to ensure expectations are met and that appropriate attention is given to customer inquiries.

Follow established escalation protocols to achieve timely resolutions.

Create, maintain, and enhance client documentation within the PSA and documentation platforms.

Develop, engineer, and implement technical solutions to address clients' business challenges.

Collaborate positively with hardware and software vendors to resolve client issues.

Deploy, troubleshoot, and repair hardware and software both on-site and at ONE 2 ONE's facilities.

Assist in project deployments as needed and directed by management.

Examples of Projects:
Phone Systems, Server Upgrades, New PC Deployments, Hardware Enhancements, Networking Solutions.

Travel may be required (approximately 25-75% of the time) to client locations for various IT-related tasks.

Qualifications:
Driven and solution-oriented individual.

Experience within a Managed Services Provider (MSP) framework.

Strong focus on client service excellence.

Exceptional written and verbal communication skills, with the ability to convey technical concepts to non-technical audiences. Experience with board-level stakeholders is a plus.

Self-motivated with the ability to prioritize and manage complex tasks in a dynamic environment.

Results-driven with a track record of delivering solutions that benefit the organization.

Strong critical thinking and problem-solving skills.

Proficient in Professional Services Automation (PSA), Remote Control, and Documentation.

Solid skills in Backup, Disaster Recovery, and Business Continuity.

Proficient in Active Directory administration.

Competent in deploying and supporting current Microsoft operating systems.

Above-average proficiency with the Microsoft Office suite.

Strong understanding of TCP/IP, routing, switching, and subnetting.

Experience in user administration within MS Exchange.

Familiarity with the development or troubleshooting of Group Policy Objects.

Knowledge and experience in troubleshooting SMB firewalls and basic networking equipment (routers, switches, wireless access points).

2-4 years of relevant IT customer support experience (or similar IT experience).

2-4 years of experience troubleshooting connectivity on desktop PCs, Macs, and Windows Servers via remote applications.

CompTIA Network+ certification preferred.

MCSA:
Windows Server or M365 Certified.

Benefits:
Medical, Dental, & Vision with Employer Contribution.

401K with Employer Match.

Paid Time Off.

Volunteer Time Off.

Employee Assistance Program.