Senior Help Desk Administrator

Primary Responsibilities

• Respond to and resolve support tickets daily via ManageEngine ServiceDesk or other ticketing systems, addressing hardware, software, and network issues.
• Provide desktop and remote support for all levels of management and production employees.
• Troubleshoot and resolve user issues related to Windows 10/11, Microsoft Office 365, printers, and peripherals.
• Configure and manage Active Directory (AD) user accounts, passwords, and security groups.
• Administer Office 365 licenses, mailboxes, and multi-factor authentication (MFA).
• Perform software installation, configuration, and updates according to IT standards.
• Maintain accurate hardware and software inventory, manage asset tracking, and report on equipment requirements.
• Provide user training on company systems, software, and security best practices.
• Document all work performed and system changes in accordance with ITIL standards.

Systems Administration

• Support and maintain Windows Server environments (2012, 2016, 2019, 2022), including system patching, security updates, and connectivity.
• Administer and monitor virtual environments using VMware vSphere/ESXi, including provisioning, snapshots, and performance management of VMs.
• Manage enterprise storage systems (such as EMC and Dell Isilon, NetAPP)—including provisioning shares, monitoring capacity, and ensuring redundancy and data integrity.
• Oversee backup operations using NetBackup and other enterprise solutions; verify backup completion, conduct test restores, and ensure disaster recovery readiness.
• Configure and manage file servers, including permissions, shares, and quotas.
• Support DNS, DHCP, VLANs, and IP addressing, performing network troubleshooting and configuration when necessary.
• Aid in server lifecycle management, including installation, patching, monitoring, and retirement of hardware and virtual resources.
• Ensure adherence to corporate data retention, cybersecurity, and access control policies.

Additional Responsibilities

• Install and support specialized software such as SolidWorks, AutoDesk, MATLAB, and Adobe products.
• Manage local printer maintenance through third-party vendor contracts.
• Support cabling infrastructure following TIA/EIA-568 standards.
• Collaborate with the IT team to improve efficiency, automation, and system reliability through proactive problem solving and documentation.

Requirements

• Experience deploying and managing 3D design software such as SolidWorks, AutoDesk, and MATLAB.
• Familiarity with ITIL service management principles.
• Relevant certifications such as CompTIA Network+/Security+, Microsoft MCSA/MCSE, or VMware Certified Professional (VCP).