IT Operations Support Administrator

Main Duties And Responsibilities

• Acknowledges, troubleshoots, and resolves customer inquiries within established service level guidelines.
• Provide direct support for hardware and software issues, including peripherals such as printers, keyboards, and audio/video equipment.
• Desktop support to be provided onsite or remotely, whenever possible.
• Provides direct support for company-issued mobile devices, including following processes and procedures for procurement, configuration, and deployment of Android and iOS cell phones and tablets.
• Applies industry best practices for maintaining the end user computing environment, including software delivery, telephony endpoints, supporting extensive client hardened environments, and assisting with accommodation requests.
• Follows processes and procedures for accurate asset tracking.
• Knowledge of asset management suites, such as Microsoft System Center Configuration Manager (SCCM) and/or Microsoft Intune, leveraged for maintenance of desktop clients including deploying task sequences and applications.
• Administration of identity management including account creation, assigning proper permissions, and troubleshooting account problems.
• Knowledge of a Virtual Desktop Infrastructure computing platform.

Other Duties And Responsibilities

• Provide guidance for entry level service desk support personnel.
• Create and maintain technical and end user documentation of processes and procedures.
• In conjunction with information assurance, apply best practices and judgement to ensure business objectives and risks are effectively managed.
• Ensure compliance with standard practices, processes, and enterprise standards, in an ITIL environment.
• Adherence to change management process.
• After-hours support (evenings and weekends) will be required in an on-call, rotation basis.
• Attend courses that improve personal skill sets to better serve the Peckham user community.
• Maintain a safe and clean work environment.
• Provide training for Peckham staff and team members as assigned.
• Apply discretion in handling confidential information.
• Utilize a collaborative team approach for all projects including Peckham staff, vendor consultants, and Peckham contracted customers.
• Promotes Peckham’s vision, values, and services to all customers and stakeholders.
• Affords assistance in maintaining organization wide quality standards.
• Other related duties as requested and/or assigned.

Supervisory Responsibilities

This position has no supervisory responsibilities.

TRAVEL

This role requires occasional travel to other local sites (or community locations/vendors) in Phoenix area, up to 25% to support operational needs.

Minimum Qualifications

• A High School Diploma or Equivalency.
• 1-3 years of experience in an IT help desk, technical support, or a desktop technician role.
• A certification in CompTIA A+, CompTIA Sec+, or ITIL Fundamentals, or the ability to obtain one within the first 6 months.

Preferred Qualifications

• An Associate’s Degree or higher in a field closely related to Computer Technology.
• Skilled with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools.
• Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applications.
• Skilled in project implementation.