Service Desk Systems Administrator

Position Summary

IT specialist with Microsoft Office 365 expertise who is ready to join a fast-paced environment.  The Service Desk Systems Administrator will be proficient in Office 365 services & application support and have a strong administrative knowledge of the applications available in Office 365, including Exchange Online, MS Teams, OneDrive, Sharepoint and Microsoft Endpoint Manager (Intune).  Must have experience managing Active Directory accounts and provisioning/deprovisioning accounts in Azure AD.  Familiarity with Otka Single Sign-On and multifactor authentication highly desirable. Monitors systems performance to proactively alert responsible parties of potential or impending problems. Provides 1^st echelon technical support to end users to maximize service levels in all areas which the Technology Department supports.  Incumbent must possess the ability to install new client workstations and maintain existing hardware and software configurations is an absolute must.  Analyze user specifications for hardware and software.  Document and monitor all upgrades to existing workstations.  Receives, logs, solves and/or escalates telephone calls from users having Technology related problems. Talks with user to determine source of specific error and recommends solution. Communicates with other Technology Staff members to help resolve complex problems. Tracks end-user computer problems to help analyze user and Technology department efficiencies.

Essential Functions and Duties

• Monitors applications and network with monitoring tools to provide proactive support.
• Will often work with networking and application personnel within the Technology department.
• Responsible for being 1^st echelon technical support on all software and hardware questions.
• Must be able to write and speak with clarity and precision.
• Ability to multitask, and work in a fast paced environment.
• Work effectively and meet critical deadlines.
• Must work well in a team environment.
• Prepare and maintain various files for the Technology department.
• Coordinate referrals to appropriate Technology department personnel for follow-up, when necessary.
• Maintain service desk tickets to help facilitate quicker problem resolution and achieve a higher-level of support to end-users.
• May assist in updating changes to FFF’s Information Documentation List.
• Maintain Technology department Service Desk software to help prioritize projects and track Technology department resource usage.
• Maintain a database of “knowledge base” items to help facilitate faster problem resolution and achieve a higher-level of support to end-users.
• First echelon support troubleshooting iPhone or related hardware issues.
• Solve routine computer, application and network related problems.
• Examine software and hardware problems and may be asked to make repairs and/or adjustments.
• Responsible for computer software and hardware inventory management.
• Ensure accurate documentation filing and tracking for the Technology department.
• Prepare on-going communications to users through various formats.
• Assist in monitoring and resolving faxing issues using the Right Fax or analogous system.
• May be asked to assist in the installation, move, and configuration of new PC’s (both hardware and software).
• Assist in the formulation and maintenance of department policies, procedures and forms, network and systems documentation.
• Assist in informing all personnel, as needed, of changes in the production schedule and/or scheduled or unscheduled downtimes.
• Continuously strive to improve processes, service quality to internal and external customers, and employee relations.
• Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.
• Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company. Immediately report any concerns or violations.
• Candidate must be dependable, thorough, organized, with high standards and integrity.
• Display dedication to the position responsibilities and achieve assigned goals and objectives.
• Continuously strive to improve processes, service quality to internal and external customers.
• Perform other tasks and duties as assigned.
• Supports 300+ end users.
• Lead the technical aspects of design and management efforts for Microsoft Office 365, Azure Active Directory and Microsoft Endpoint Manager (Intune).
• Provide Office 365 support to your coworkers, help configure and manage cloud Services, also serve as liaison between Cloud Service Provider Technical Support and the Office 365 user base.
• Provide a timely response to incidents and service requests received in service request system adhering to established performance metrics/service level agreements (SLAs).
• Focus on system monitoring for sustained periods, actively mitigating threats to service availability.
• Follow SOPs and guidelines and provide input for improvement.
• Provide Incident resolution for system issues related to account management, email, instant messaging, OneDrive file storage, Sharepoint, MS Teams collaboration and related applications in Office 365 suite.
• Complete configuration changes as scheduled following change control process.
• Manage major incidents by reporting and escalating according to documented guidelines.
• Document and report all service interruptions in Salesforce Service Cloud ITSM system.
• Reply to all support communications related to email, instant messaging, and associated Office 365 applications in a timely manner.
• Resolve and document ticket escalations received from junior staff members.
• Help and support other duties of Service Desk including deployment of hardware and software.

Education, Knowledge, Skills and Experience

The incumbent must have excellent communication skills with personnel at all levels and the ability to project a supportive image of the Technology department; possess skills in organizing and prioritizing work; able to install and troubleshoot software and hardware; through knowledge of Microsoft Windows 7, Windows 10, and Office 365 in a network environment; working knowledge of Microsoft Office 2016 and 2019  products Outlook, Word, and Excel.  Must be able to lift computer equipment and other items up to 20 pounds on a regular basis.  Thorough understanding of a Microsoft Windows client environment.

Represent the Company in a professional manner and appearance at all times.

Understand and internalize the Company’s purpose; Display loyalty to the Company and its organizational values.

Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.

Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, words, and deeds.

• Bachelor’s Degree or equivalent education and/or work experience.
• 4+ years direct work experience administering Office 365.
• a minimum of three (3) years of information systems experience
• support/help desk experience highly desired
• network and telecommunications experience desired
• experience working with project management software is a plus
• previous teaching experience is helpful
• Account management lifecycle for Azure AD and Active Directory.
• Experience administering Windows Server 2008R2 and above.
• Familiarity with identity management solutions such as Okta and multi-factor authentication.
• Strong analytical and problem-solving skills, with ability to manage ongoing projects and deadlines.
• Ability to work successfully in a team environment and independently.

Physical requirements

Vision, hearing, speech, movements requiring the use of wrists, hands and/or fingers. Must have the ability to view a computer screen for long periods and the ability to sit for extended periods. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.  While performing the duties of this position, the employee may be required to setup and or work on workstations under desks, arrange cabling to keep it organized and prevent potential accidents, and troubleshoot various types of hardware.  This position may require a lot of walking up and down stairs, kneeling and or crawling under desks or cubicles.  May require the ability to lift equipment that could weigh up to 40lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

Mental Demands

Learning, thinking, concentration and the ability to work under pressure, particularly during busy times.   Must be able to pay close attention to detail and be able to work as a member of a team to ensure excellent customer service.  Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations.  Must have the ability to exercise discretion as well as appropriate judgments when necessary.  Must be proactive in finding solutions

Direct Reports

None

EEO/AAP Statement

FFF Enterprises is an EEO/AAP employer; all business decisions (employment, promotions, compensation, etc.) are made without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. FFF Enterprises promotes an equal employment opportunity workplace which includes reasonable accommodation consideration of otherwise qualified disabled.

Acknowledgement

The above statements are intended to describe the general nature and level of work being performed by the incumbent assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and/or skills required of all personnel so classified. 

The undersigned employee acknowledges receipt of the Job Description for the employee’s position and understands the essential functions, responsibilities and qualifications of the position.  Furthermore, the employee acknowledges that this Job Description does not include all of the essential functions of this position, and that these essential functions may change as deemed necessary by the manager.