Associate Help Desk Systems Administrator

This position is for an Associate Help Desk Systems Administrator. The ideal candidate will be a team player who assists users who are having problems with software, computers, or peripherals such as printers or scanners, telephony, and proprietary programs. You will also fulfill other responsibilities or projects as assigned. This is a hybrid role combining Tier 1 Help Desk responsibilities with light Hosting/Infrastructure administration duties, supporting minimal on-prem infrastructure.

Responsibilities Include:

• Tier 1 End-User Support: Provide first-line technical support for all hardware (laptops, desktops, monitors, peripherals, mobile devices), software (Microsoft 365 applications, proprietary programs), and network connectivity issues.
• On-Site Hardware Support & Setup: Perform hands-on setup, configuration, and troubleshooting of workstations, laptops, and peripheral devices. Assist with physical hardware installations and cable management within the office.
• Endpoint Administration & Security: Manage endpoint lifecycle, including deployment, configuration, maintenance, and decommissioning. Ensure endpoint security through adherence to patching policies, antivirus management, and user awareness.
• Business Continuity Support: Assist in ensuring the continuity of end-user services and basic network connectivity, escalating to senior IT personnel as needed.
• Network & Infrastructure Monitoring: Monitor the health and performance of critical network infrastructure, including the firewall, switch stack, access points and CCTV cameras.
• Assist with basic troubleshooting of network connectivity issues: Assist with basic troubleshooting of network connectivity issues (LAN/WLAN), identifying potential hardware faults or service interruptions, escalate through appropriate escalation channels. Support basic telephony systems and connectivity.
• Software Installation & Maintenance: Install, configure, and troubleshoot operating systems (Windows, macOS), productivity software (Microsoft 365 suite), and specialized applications.
• Documentation & Knowledge Management: Create and maintain comprehensive documentation for IT procedures, common issues, and infrastructure configurations. Contribute to the team's knowledge base for continuous improvement.
• After-Hours & Weekend Support: Provide scheduled or on-call support for critical issues outside of regular business hours as required.

• Bachelor's Degree in Computer Science, Information Technology, or a related field, or equivalent practical work experience.
• 1-3 years of proven experience in an IT Support, Help Desk, or Desktop Support role.
• Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Ability to manage multiple tasks effectively, prioritize, and work both independently and collaboratively within a team.
• Excellent work ethic and a customer-service oriented mindset.
• Excellent diagnostic and problem-solving aptitude with a "think outside the box" approach.
• Strong foundational knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs) and network troubleshooting.
• Ease in setting up and managing workstations and laptops
• Experience with Microsoft 365 administration (Outlook, Teams, SharePoint, OneDrive).
• Managing and monitoring help desk tickets
• Hardware firmware and driver checks
• Monitor performance, events, disk space, and services
• Microsoft and 3rd party patches and updates
• Ability to code Google and other APIs a HUGE plus
• Relevant industry certification (Microsoft, CompTIA A+, Network+, CCNA)
• MacOS experience