Systems Administrator
Systems Administrator
? Provides advanced support for desktops and server applications
? Serves as subject matter expert (SME) for assigned server hardware/software applications.
? Ensures software is maintained appropriately to best practices and Company policies.
? Addresses and resolves incidents and requests; logs all incidents and requests; engages appropriate resources to resolve incidents that are beyond the scope of their ability or responsibility.
? Respond to and work with appropriate parties to resolve all requests received into ticketing system, email, as well as log, answer, resolve, and or route incoming support phone calls.
? Respond to and work with appropriate parties to capture information resulting from network, remote outages, slowdowns, etc.
? Notifications of all outages and planned maintenance to all interested parties.
? Manage and prioritize outstanding support issues.
? Maintain and update solutions database.
? Uses the appropriate categories for logging incidents and requests.
? Creates a positive customer support experience and builds strong relationships through deep problem understanding
1) Ensuring timely resolution or escalation.
2) Communicating promptly on progress.
3) Handling customers with a consummately professional attitude.
? Analyzes and resolves incidents and requests regarding use of application software or hardware.
? Logs and tracks incidents and requests from identification through resolution.
? Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
? Grows general knowledge of current facility-specific products, increasing ability to resolve requests on first contact.
? Maintains and protects confidentiality with regard to all aspects of information.
? This position is required to participate in IT on-call rotation.
Education and/or Experience:
? Windows and Linux Operating Systems
? Active Directory / LDAP / SAML
? Basic networking proficiency in TCP/IP, wireless 802.x protocols, firewall, switches, VPN.
? Basic storage proficiency in SAN, NAS, RAID.
? Basic scripting and/or PowerShell
? High School diploma or equivalent (required).
? Associates Degree in computer related field (preferred)
? 1-2 years related experience (required)
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