Enterprise Technology Administrator II
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Responsible for service desk support to triage and resolve end user IT-related issues, perform hardware/software provisioning, administration, and maintenance, provide IT project implementation to maintain existing as well as introduce new IT services for the organization.
Principle duties and responsibilities:
- Service Desk
- Fulfill end user requests to triage and resolve IT-related issues – e.g. laptop, VPN, software, security, printer, mobile phone, access requests, etc…
- Document knowledge base articles and how-to’s for end user self-service support.
- Work with hardware/software vendors for augmented support as needed.
- Provide personable, friendly assistance to end users with dedication to quality.
- Work with other IT teams e.g. Networking, Information Security, etc…
- Provide service to the enterprise within defined SLA’s.
- IT Project Support
- Coordinate and support implementation of new IT services, including new equipment, cloud services, and software.
- Evaluate and recommend technology enhancements on an ongoing basis to support productivity.
- IT Administration
- Perform asset management, and inventory management responsibilities.
- Proactive administration and upgrades of IT management solutions.
Product Knowledge & Experience
- Productivity: Microsoft Office 365, Office 2013/2016, Office for Mac 2016
- Enterprise Collaboration: Exchange Server 2010/2013, Confluence.
- Operating systems: Windows 7 & 10, MacOS 10.11, 10.12, 10.13, iPhone, Android.
- System imaging and maintenance: JAMF Pro (Mac) and Microsoft Intune, SCCM (Windows).
- JIRA Service Desk and other project/request management solutions.
Qualifications & Skills
- High school diploma and 4 years’ related full-time work experience.
- Some off-hours and weekend work expected.
- Occasional, scheduled travel to support special company events. (<10%).
- Problem-solving skills.
- Ability to communicate technical information to a non-technical audience, both verbally and in writing.
- Ability to lift and carry 50 pounds.
- Ability to work within defined SLA’s for committed and consistent IT service.
- Familiarity in troubleshooting and resolving hardware/software related issues.
- Microsoft and/or Apple certifications or training preferred.
- Strong soft skills to provide structured but friendly IT support to end users.
- Documentation skills for internal process management and end-user facing communications, how-to articles, etc.
- Understanding of ITIL-based service management principles preferred.
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