IT Systems Administrator Help Desk Support - level I

Job Objective

The primary goal is to assist the Associate Director of IT in providing customer & operational support to all end users. System administrators are responsible for the maintenance, configuration, and reliable operation of computer systems and for assisting, where needed, the Managed Services Partner (MSP) with Microsoft 365 administration (Mail, OneDrive, Intune, Azure AD, SharePoint, Teams), cloud spam filter and archiver, Microsoft Servers (cloud or physical), FortiGate firewalls, and other network equipment. They install hardware and software, participate in research and development to continuously improve and keep up with the IT business needs of the organization, and actively resolve problems with computers, ERP, software, networking, and systems to limit work disruptions.

Responsibilities

• Manage, maintain, troubleshoot, and support corporate networks, servers, software, cloud, and services.
• Complete projects and tasks assigned by the Senior or Associate Director of IT.
• Identify problems and work within a structured problem‑management and resolution process to remediate them within established SLAs.
• Identify, document, and troubleshoot computing issues to resolution while maintaining user satisfaction.
• Utilize service‑specific tools and technologies to deliver on‑site user support services.
• Update ticket request information with accurate documentation of all activities conducted.
• Participate in ongoing training and attainment of manufacturer certifications to further develop technical skills.
• Develop and maintain relationships with users to foster a positive reputation through exceptional customer service.
• Maintain relationships with vendor contacts beneficial to the company.
• Develop personal skills to work individually efficiently and effectively and as a member of the Novvia IT team.
• Identify trends and propose solutions that head off recurring and future issues.
• Manage onboarding and offboarding of new end users via Microsoft 365 Endpoint Manager.
• Troubleshoot SaaS (Microsoft 365 products, Epicor, etc.) issues as they arise.
• Provide hands‑on presence to assist the MSP in installing and upgrading computer components and software, managing virtual servers, and integrating automation processes.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact.
• Provide documentation and technical specifications to the IT document repository (IT Glue).
• Follow up on regular backup operations and work with the MSP to implement appropriate processes for data protection, disaster recovery, and failover procedures.
• Work with the MSP as in‑house hands‑on technical expertise to augment help‑desk support efforts, ensuring desktop applications, workstations, and related equipment problems are resolved promptly with limited disruptions.
• Provide end‑user software and hardware troubleshooting and support.
• Ensure that requests and inquiries are resolved within the agreed‑upon time frames.
• Apply diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Maintain and repair computer equipment or recommend purchase or repair if necessary.
• Assist in the evaluation, testing, and recommendation of all hardware and software.
• Maintain current knowledge of relevant technologies as assigned.
• Read, understand, and utilize computer equipment and software manuals.
• Learn and understand the process flow and relationships of ERP modules: financial, engineering, purchasing, inventory management, and manufacturing operations, etc.
• Expand knowledge of ERP systems, taking training as needed to become an in‑house subject‑matter expert.
• Assist with designing, building, testing, and troubleshooting system changes.
• Plan for and prepare system upgrades and enhancements.
• Review updated inventory lists provided by the MSP.
• Keep documentation up to date – network diagrams, IT maps, etc.

Collaboration

Proactively establishes and maintains effective working team relationships with all support departments and management levels. Maintains a high level of customer and vendor relationship skills, problem‑solving skills, and a strong work ethic to maintain competitive positioning and ensure high levels of customer satisfaction.

Requirements

• Associate or Bachelor’s degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience.
• 3–5 years of database, network administration, or system administration experience.
• Strong knowledge of systems and networking software, hardware, and networking protocols.
• Proven track record of developing and implementing IT strategy and plans.
• Strong knowledge of implementing and developing help‑desk and IT operations best practices, including security, storage, data protection, and disaster recovery protocols.