Client Services System Administrator

Job Purpose

The Client Services System Administrator is a dual-role position combining advanced end-user support with system administration responsibilities. This role will act as a primary point of contact for Identity Management (IAM). This includes tasks like creating and managing user account, implementing IAM policies, and trouble-shooting access related issues. This position requires a strong understanding of multiple IT systems too include Microsoft operating systems and Office365 products, Active Directory, virtual servers. The position shall possess a customer-centric approach, exceptional problem-solving skills, and a strong desire to learn and grow within an IT environment. This position will gain hands-on experience in server management, network support, and infrastructure maintenance.

Responsibilities

• Client Support:
  • Advanced Troubleshooting & Resolution: Provide expert-level technical support to end-users for complex hardware, software, network, and application issues that cannot be resolved by first-level support. This includes diagnosing root causes and implementing solutions for persistent or difficult-to-replicate problems.
  • Deploy new laptop and desktop to end-users as a part of asset management. New hardware will be documented in the departments ITSM platform.
  • Application Support: Offer in-depth support for business-critical applications, including configuration, troubleshooting errors, and liaising with vendors when necessary.
  • VIP Support: Provide dedicated and proactive IT support to executive staff and high-priority users, ensuring minimal disruption to their work.
  • User Training & Guidance: Develop and deliver training sessions or create guides for users on new software, best practices, or common technical issues to reduce support volume.
  • Problem Management: Identify recurring issues from support tickets, analyze trends, and propose long-term solutions to prevent future occurrences.
• System Administration:
  • Identity and Access Management (IAM): Responsible for managing users accounts and access to the organizations systems and data to prevent unauthorized access, privilege escalation, and compliance violations.
  • User & Group Account Management: Create, modify, disable, and delete user and group accounts in Active Directory and other identity management systems, to ensure proper permissions and a restrictive security model.
  • Patch Management Support: Assist with the scheduling and application of operating system and application patches/updates to servers and workstations, following established procedures and under supervision.
  • Security Practices: Monitoring and maintaining endpoint security platform to ensure the organization is protected from malware and ransomware to prevent data breaches.
  • Hardware & Software Deployment: Participate in the deployment, configuration, and inventory management of new servers, network devices, and software, ensuring proper setup and adherence to standards.
  • Documentation & Knowledge Base Contribution: Create and update detailed IT documentation, standard operating procedures (SOPs), troubleshooting guides, and knowledge base articles for both client support and system administration tasks.

Qualifications

- Associate's degree in information technology or a related field required; supplemented by two years of experience in a high-volume help desk or desktop support role. Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. - Preferred Qualifications: Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate).

Skills & Abilities

- Strong understanding of Windows operating systems (Windows 10/11, Windows Server 2016/2019/2022). - Solid grasp of networking fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi). - Experience with Microsoft Active Directory for user and group management. - Proficiency in troubleshooting hardware issues (desktops, laptops, printers, mobile devices). - Advanced troubleshooting skills for various software applications, including Microsoft 365 suite. - Excellent communication (verbal and written) and interpersonal skills, with a strong customer service orientation. - Ability to translate technical information into understandable terms for non-technical users. - Strong analytical and problem-solving abilities, with a methodical approach to issue resolution. - Proactive, self-motivated, and eager to learn new technologies and concepts.

Additional Preferred Skills

- Experience in Identity Access Management. - Experience with virtualized environments (e.g., VMware, Hyper-V). - Familiarity with PowerShell scripting for automation of routine tasks. - Knowledge of backup and disaster recovery concepts. - Experience with IT ticketing systems and remote support tools.