System Administrator I

Position Summary

Provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, troubleshoot over the phone/onsite/via remote access, and escalate problems to Level 2 support when appropriate. You also will perform service and preventative maintenance activities on products, and assist in installations and deliveries.

Duties and Responsibilities

• Identify, document, and troubleshoot users computing issues to resolution while maintaining superior customer satisfaction.
• Effectively communicate the scope of work for all clients.
• Absess and reflect accurate billing options based on client contracts.
• Maintain and optimize the health and efficiency of team boards and client systems.
• Manage, maintain, troubleshoot, and support our clients’ network infrastructure.
• Utilize service-specific tools and technologies (i.e., ConnectWise Suite, Network Management tool, and Documentation Management tool) to deliver onsite and remote user support services.
• Update Professional Services Automation (PSA) software i.e. ConnectWise with accurate documentation of all activities conducted.
• Serve in the on-call rotation as assigned.
• Develop and maintain relationships with clients that further enhance JMARK’s positive reputation through exceptional customer service.
• Assist account management in providing effective solutions for our clients.
• Maintain a professional and clean appearance.
• Participate in ongoing training and attainment of various manufacturer and software certifications.
• Keep current on industry trends and report findings to team members that directly impact the quality and profitability of JMARK.
• Develop personal skills to work efficiently both individually and as a member of the Service Department.
• Identify and mentor team members on areas of expertise.
• Participate in company-sponsored position related activities.

Skills & Qualifications

• Technical Skills:
• Proficiency in supporting Windows Operating Systems
• Basic desktop VPN connectivity and troubleshooting and configuration (Cisco, Meraki, and other VPN technologies)
• Basic understanding of how IPv4 and IPv6 technologies interoperate
• Advanced desktop support including software such as: Microsoft Office Suite and Office 365
• Basic server support skills and understanding of Windows 2012, Windows 2016, Windows 2019 in a workgroup and domain environment
• Identify basic issues with internet connections and networks (including routers, switches, and firewalls)
• Understanding of network system devices and wireless systems (ie: Cisco and Meraki products including routers, controllers and switches)
• Security software such as Anti-virus(Trend), Anti-SPAM, Anti-Spyware, and other security related technologies

• Licenses & Registrations:
• Valid driver's license
• Proof of vehicle insurance
• Reliable and suitable transportation that can be used as required to perform duties, if needed.

• Other Skills & Abilities:
• Able to work independently and as part of a team
• Prepared to travel as required
• Exceptional written and oral communication skills
• Self-Motivated
• Intrinsic desire to make a difference in the lives of fellow coworkers
• Should enjoy learning new things

The pay range for this role is:

• 45,000 - 55,000 USD per year (Springfield Office)

Schedule

Service Desk Hours: Monday - Friday, 8:00 AM - 5:00 PM