The IT Operations Administrator provides direct support to SMC³’s internal customers as they use information technologies to advance the organization’s mission. This position will have administrative privileges in most infrastructure systems in order to effectively support all departments and employees.
This position works in a dynamic, fast-paced environment that provides services over the phone, internet, LAN/WAN connections, via other remote connections, through e-mail, and directly to end users.
Note: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar.
Under general supervision, supports all employees and departments in the organization in their use of IT infrastructure systems.
Under general supervision, provides customer satisfaction in all areas of IT support, providing an excellent level of technical and customer service expertise in a timely fashion.
Under general supervision, administers a multitude of IT Infrastructure systems including backup/DR systems, email, antivirus, VMware, Microsoft AD/Group Policy, network security, MDM, vendor portals, help desk, infrastructure and systems monitoring, phone systems, Audio/Video conferencing, collaboration, and much more.
Under general supervision, creates accounts, assign least-privileged and/or role-based access permissions, and ensure successful use of multitudes of IT systems by all departments in the organization.
Under general supervision, conduct new employee orientation to educate new users on systems such as email, spam filtering, VPN, antivirus, and more.
Under general supervision, provisions resources in PROD and CORP storage and virtual environments as necessary to support other teams within the organization.
Understands and adheres to security best-practices.
This is a 24x7x365 operation and the IT Operations Administrator may be required to provide support at any time. After hours on-call duty is required.
Adheres to, maintains, and improves operating and security policies, procedures and associated knowledgebase documentation.
Diagnose and resolve technical issues in association with end user devise and/or software using authorized tools and follows documented policies and procedures.
Must be able to handle multiple concurrent tasks with minimal supervision.
Analyzes help desk trends to identify opportunities to improve the quality and value for each of our internal customers.
Works in an environment of multiple shifting priorities.
Follow up on outstanding requests and ensure timely resolution
Create accounts, configure hardware and install computer peripherals for users.
Support audio and video equipment in conference rooms.
Support mobile devices, PCs, Macs, printers, faxes, copiers, BYOD, etc.
Follow up with users to ensure issue has been resolved.
Gain feedback from users about computer usage.
Manage and monitor internal assets to ensure accurate inventory records.
Travel may be required occasionally.
Other duties may be added and/or assigned as needed.
4-year college degree or equivalent experience
2-5 years of Help Desk Support
Experience with LAN/WAN network support and troubleshooting preferred
Enterprise-level support experience (ie not just personal/home devices) required
Remote access and VPN support a plus
Strong understanding of Microsoft products including AD, servers, and client OS
Administration of enterprise e-mail, Exchange 2016 preferred
Experience with SANs preferred
Experience with enterprise-level virtual environments
Experience administering antivirus, email, MDM, and other software to 100+ employees
Mobile device management – Apple products iPhone, iPad
Experience supporting and administration of a VOIP phone system
Provide level one, level two, and level three troubleshooting support and provide root cause analysis of complex problems
Ability to accurately scope work, provide detailed status reports & timely escalations
Ability to build positive working relationships with peers, cross-functional remotely-sited teams, and more
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.