SYSTEMS ADMINISTRATOR/DESKSIDE SUPPORT TECHNICIAN

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Description/Job Summary

At Global Connections to Employment (GCE), our employees are professional and our Pillars of Operational Excellence ensure that we consistently exceed customer expectations. At GCE, we value differences. We are committed to inclusion across race, gender, physical or mental ability, age, religion, identity, and experience. This commitment motivates us everyday. We’re passionate about creating opportunities for all people on their unique journey through life.  GCE also offers a competitive benefits and compensation package.  

Interested applicants please visit our Career Center @ www.gce.org and complete our on-line applications. Our toll free number is (866) 236-3981.

Overview

This position will be a key member of the Deskside Support Team that resolves, tracks, and manages escalated technical problems within Service Now as requested via phone, email and internet chat to fulfill these responsibilities, and as necessary contribute to the knowledge base by creating documentation describing issues encountered, their resolutions and work on the development of processes and documentation to improve the ability of the service desk to detect and resolve problems across contract and partner sites.  Job duties include but are not limited to:  Active directory account management implementation and administration. Microsoft Exchange/Office365 use and/or administration.  Microsoft Windows 10 planning and roll out in enterprise environment.  Install, connect to the network and maintain all computer hardware including PCs, laptops, tablets, printers, data collection devices and telephones.  Install and maintain computer software on users’ devices such as Microsoft Windows and Microsoft Office Suite, Antivirus and Malware protection.  Conduct user training on approved software and hardware on an as required basis.  Incident response and client response coordination for hardware and other IT Operations related failures.  Contribute to continual service improvement by assisting with Standard Operations Procedures creation, maintenance and compliance.  Perform routine IT system administration, including health checks and supporting incident resolution.  Perform asset inventories by identifying and labeling IT equipment according to documented standards and update inventory control systems as required.  Ensure deliverables to internal customers are complete, consistent, high quality, on time and deliver valued outcomes. On occasion, may perform off-hours maintenance and deployments for system releases and/or provide 24x7 support to maintain service availability or to meet customer SLAs.  As ownership of problems from any administrator, follow path of escalated contacts to insure the problems are resolved in timely and effective ways to the satisfaction of the administrator.  Evaluate and perform root-cause analysis on escalated issues.  Create documentation to assist other departments with further analysis of technical issues.  Create Knowledge Base Documents to assist Level 1 in resolving repetitive issues.  Perform other duties as assigned. Building, then leading and mentoring a global team of IT, Asset, and Desk Side Specialists. 

Qualifications

  • Education Requirement: High School Diploma
  • Years of Experience: 3 or more related experience in Deskside support role.
  • Advanced knowledge of networked environments, operating systems (Windows 7/8/10), PC and network hardware.
  • Advanced knowledge of network printing environments.
  • A+, Net+ preferred.
  • Must be willing to work effectively within a team environment in a fast-paced support role.
  • Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills.
  • Must meet eligibility requirements for work assignment on specified contract.
  • Be able to pass organization screening requirements including state or federal background screenings as appropriate.
  • U. S. Citizenship required per government contract.
Global Connections to Employment, Inc. is an Equal Opportunity / Affirmative Action employer. Minorities, Females, Protected Veterans and Individuals with Disabilities are encouraged to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status or any other characteristic protected by federal, state, or local law. Drug Free Workplace Employer, DRUG TESTING REQUIRED.
 
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Equal Employment/Affirmative Action employer including Vets and Disabled. For more information, view the EEO is the Law Poster and Pay Transparency Statement. For reasonable accommodation, please email us at LCIEmployment@bhcpns.org.