Senior Technical Operations Administrator

Job Responsibilities

• Serve as a primary point of contact for employees needing technical support, infrastructure assistance, access support, device support, and operational technology help.
• Provide responsive support for warehouse, office, and remote users while maintaining a professional, calm, and service-oriented approach.
• Troubleshoot user issues across Windows laptops/desktops, Microsoft 365, Teams, Outlook, printers, scanners, mobile devices, VPN/connectivity, shared drives, access permissions, and business applications.
• Help users understand common technology processes, including password resets, MFA, device setup, printing/scanning, basic application usage, and secure support practices.
• Communicate clearly with users by setting expectations, providing status updates, explaining next steps, and confirming resolution before closing support requests.
• Identify recurring user issues and create or improve knowledge base articles, quick reference guides, and support documentation.
• Support user onboarding, offboarding, hardware deployment, profile setup, access provisioning support, workstation readiness, and new hire technology orientation.
• Partner with the help desk and other IT team members to resolve escalated tickets, reduce repeat incidents, and improve the user experience.
• Support critical early-morning operations to help ensure users can begin work on time and business processes remain uninterrupted.

Systems Administration and Microsoft Management

• Administer, maintain, and support Microsoft-based infrastructure and enterprise technology services.
• Manage Active Directory, Group Policy, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID/Azure AD, and endpoint management tools.
• Perform server administration, patching, monitoring, performance tuning, upgrades, and routine maintenance.
• Maintain technical documentation, operational procedures, infrastructure diagrams, and support standards.
• Support backup, disaster recovery, retention, system health monitoring, and event log troubleshooting.

VMware and Storage Administration

• Administer and support VMware vSphere and virtual machine environments.
• Monitor virtualization performance, capacity, high availability, and disaster recovery readiness.
• Administer and support Nimble Storage environments, including performance, redundancy, replication, capacity, and maintenance activities.
• Troubleshoot infrastructure issues across server, storage, virtualization, and related systems.

Network and Security Support

• Support LAN, WAN, wireless, VPN, switching, routing, DNS, DHCP, TCP/IP, and secure connectivity services.
• Troubleshoot network connectivity issues and coordinate with vendors or service providers as needed.
• Support cybersecurity initiatives, vulnerability remediation, security monitoring, system hardening, and access controls.
• Aid in incident response, audit support, security policy enforcement, and continuous improvement of cyber defense practices.

Desktop Support and Issue Resolution

• Provide advanced desktop support for Windows devices, printers, scanners, mobile devices, conference room technology, and business applications.
• Resolve escalated help desk tickets and complex technical issues with a strong ownership mindset.
• Assist users with training, adoption, and practical guidance to improve productivity and reduce recurring issues.
• Partner with IT team members and vendors to resolve hardware, software, network, security, and infrastructure issues.