Systems Administrator

Systems Administrator

  Not Disclosed

  Madison, WI

  7.5 Months

  Not Disclosed

  Not Disclosed

  Government - State

Job Description

Description
Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, in an enterprise networked environment.
1. Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the client.
2. Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
3. Support Wi-Fi connections/issues on both client provided equipment and guest/extranet Wi-Fi services.
4. Setup and support PC hardware, peripherals, software and related devices.
5. Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
6. Install and support Microsoft client operating systems in an Enterprise environment.
7. Install and support office productivity software, client and cloud-based.
8. Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
9. Follow the client protocols regarding use of directory services for managing access and deployment of device policy and account rights.
10. Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to the client security leads.
11. Assist in monitoring systems that track security across hardware and software on end-user devices.

Enterprise Device Configuration Management
1. Act as Technical Service team’s liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
2. Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
3. Administer the device operating system deployments and computer management automation platform (currently System Center) for the client.
4. Train new Help Desk employees as needed and provide documentation
5. Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
6. Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
7. Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
8. Manage endpoint protection including automated remediation and updates.

Technology Help Desk Documentation.
1. Provide direction and guidance for the processing and resolution of help desk tickets.
2. Determine best mechanisms for assignment of help request tickets among team.
3. Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
4. Document knowledge in the form of knowledge base tech notes and articles
5. Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
6. Provide input on increasing and improving efficient end user support strategies.
Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting


Required Experience:
1 or more years of experience
Microsoft Office 365 & Windows 10 Support
Strong communication (written and verbal)
General software troubleshooting
Experience creating standard operating documentation for processes that have not already been documented.
Experience creating troubleshooting documentation for newly discovered software and hardware issues.
Experience evaluating new hardware and software proposed for agency standardization.

Nice to have Experience:
Remote support
Workstation imaging
Adaptable learner in IT
Experience using InTune for remote and mobile device management



Additional details:
This full-time position supports education in the client by serving on the internal technology support team for the client

This team is responsible for supporting the client staff’s technical needs: providing troubleshooting for resolving computer support issues, escalating when needed, configuring, maintaining, and deploying desktop equipment and related group policies (GPOs), and following established technical and procedural processes.

The position works to support desktop technologies, including extensive use of system management tools, as well as the use of numerous software services.

Support delivered by this position takes place in a complex, professional technical environment. Customers include the client leadership, IT managers, and staff throughout client. This work is multitasking in nature, self-initiated, and usually conducted independently. However, the help desk team is also highly cooperative and collaborative.


Notes:
Hybrid. Candidate must be a current resident or willing to relocate to Wisconsin at the candidates own expense. Employee must to come into the office on a regular basis; 3-4 days per week of being in office, depending on need.
VIVA is an equal opportunity employer. All qualified applicants have an equal opportunity for placement, and all employees have an equal opportunity to develop on the job. This means that VIVA will not discriminate against any employee or qualified applicant on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status