Job Description

Job Purpose

The Systems Administrator provides advanced technical support and infrastructure management to ensure timely, effective resolution of service requests. This role mentors Tier 1 Service Specialists, handles escalated incidents, and engineers solutions across on-premise and cloud environments. The ideal candidate communicates clearly with clients, documents thoroughly, and actively expands their technical skills through continuous learning and certifications.

Duties and Responsibilities

Tier 1 Support & Mentorship

• Provide advanced technical support and mentorship to Tier 1 Service Specialists, fostering a collaborative team environment.
• Triage and resolve escalated tickets, thoroughly diagnosing complex technical issues and implementing effective solutions.

Technical Support & Systems Engineering

• Deliver hands-on support for core business applications, virtual environments (Microsoft Hyper-V, Parallels, VMware), and network infrastructure (WAN/LAN, switches, routers, firewalls).
• Support Microsoft technologies: Windows Server, Exchange, SQL Server, SharePoint, and Microsoft 365.
• Engineer and deploy system solutions tailored to client needs.
• Perform hands-on work in data center environments, including racking and stacking network equipment, patching fiber and copper cabling, and troubleshooting physical layer connectivity.

Client Communication & Service Delivery

• Maintain clear, professional communication with clients regarding incident status, planned changes, and scheduled maintenance.
• Resolve issues efficiently while ensuring a positive client experience.

Documentation & Consulting

• Document system configurations, changes, and troubleshooting steps to maintain accurate, accessible records.
• Conduct system reviews and provide recommendations to improve performance, reliability, and security.

Disaster Recovery & Security

• Implement and support disaster recovery solutions to protect data integrity and business continuity.
• Maintain network security through firewalls, VPNs, and access controls.

Continuous Improvement

• Stay current with emerging technologies and industry best practices.
• Pursue relevant certifications to advance technical competency.

Required Qualifications

Experience & Education

• High school diploma or GED required.
• 2–4 years of hands-on experience in technical support, systems administration, or a related role.

Certifications

• CompTIA A+ or a Microsoft Certified Fundamentals certification (e.g., MS-900, AZ-900).
• Within one year of hire, obtain one of the following associate-level certifications (training provided):
  • Microsoft Associate (e.g., AZ-801, AZ-104)
  • CompTIA Network+
  • IT Glue Certified Professional Level 1
  • SonicWALL SNSA
  • Fortinet FCA
  • Cisco CCST
  • VMware VCTA
  • Other comparable vendor or industry associate-level certifications will be considered.

Technical Skills

• Proficient in diagnosing and resolving issues across workstations, servers, networks, and applications.
• Experience with virtualization technologies and remote access solutions (VPN, Terminal Services / Remote Desktop).
• Familiarity with IT service management (ITSM) principles and support tools.
• Comfortable working in enterprise data centers and IDF/MDF closets; experienced with Cisco IOS/CLI for switch configuration, VLAN management, trunking, and basic routing troubleshooting.

Core Competencies

• Excellent customer service and communication skills, with a focus on active listening and empathy.
• Strong problem-solving ability and attention to detail.
• Comfortable working in a fast-paced environment with multiple competing priorities.
• Self-motivated with a demonstrated commitment to learning and growth.

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Familiarity with VoIP phone systems and basic troubleshooting.
• ITIL 4 Foundation certification.
• Cisco CCNA or equivalent hands-on Cisco experience including Catalyst and Nexus platforms.

Performance Expectations

• Meet or exceed key service desk metrics, including:
  • Response time (acknowledgment and first response)
  • Mean Time to Resolution (MTTR)
  • Utilization and efficiency targets
  • Customer satisfaction (CSAT) scores
• Maintain accurate, thorough ticket documentation to enable seamless collaboration with Tier 2/3 teams.
• Maintain required PII/data-protection training scores.
• Provide consistent, professional communication with clients and internal stakeholders.

Working Conditions

• 40-hour work week; on-site, remote, or hybrid as business needs require.
• Flexibility to work varied shifts and provide on-call coverage as needed.
• Occasional travel may be required for on-site client support.

Physical Requirements

• Sitting for extended periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components.
• Ability to stand, bend, and work on ladders for extended periods in data center and server-room environments.
• Comfortable working in cold-aisle, loud environments and lifting equipment up to 50 lbs.

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