Technology Support Administrator

One of our leading national clients is seeking an on-site Technical Support Administrator for a full-time, direct hire position. The Technology Support Administrator is responsible for providing customer-centric support to end-users. This position will require a highly technically skilled individual that is able to resolve more complex problems that have been escalated to next-level support. This position will work closely with leaders to help develop and execute IT projects and initiatives that align with organizational business strategy. Principle Accountabilities & Deliverables

• Analyzes, implements, modifies, tests and maintains local site hardware, software, and machine operating systems.
• Understands and performs analysis, troubleshooting, and repair of LAN and WAN infrastructure, including on-site servers, WAPs, switches, routers, etc. Escalates and partners with Tier 3 support teams when necessary.
• Accurately tracks and routes escalated incident and request tickets providing thorough documentation of troubleshooting, history, and resolution, within established Service Level Agreements.
• Analyzes user requests and evaluates multiple potential solutions to determine the best course of action and/or technology solution, delivering successful outcomes.
• Accurately documents analysis, testing, and modification of computer systems and programs through creating and updating knowledge base articles and SharePoint team site information.
• Responsible for the training, and day to day activities of student worker(s).
• Develops best practices using applied technical knowledge and comprehension of business operations.
• Helps determine needs and develops IT budget in partnership with site management and Regional IT Director.
• As a technical expert, provides advice and guidance to campus management to ensure the successful execution of campus initiatives.
• Responsible for the execution of campus infrastructure maintenance and upgrades in conjunction with tier 3 while ensuring minimal impact to business operations.
• Responsible for timely response and resolution of campus outages after business hours to prevent critical impact to business operations.
• Plans and executes major projects in alignment with business operations and initiatives (e.g. new program deployment, operating system upgrades, technology refresh, software deployments).
• Responsible for the management of all site IT assets, including receiving and disposing of technology-related equipment.

• Provides general end-user training and documentation.
• Other duties as assigned.

• High School diploma/GED required.
• 3-5 years of IT support experience or equivalent experience required.
• 5+ years of deskside support preferred.
• A+ certification preferred.
• MCSE preferred.

• Excellent interpersonal and professional communication, both verbal and written.
• Proven ability to use good judgment, problem-solving, and decision making skills.
• Strong, proven organizational skills including multi-tasking and time management.
• Proven ability to maintain confidentiality and professional decorum.
• Extensive knowledge of Microsoft Office and Microsoft Operating Systems.
• Intermediate knowledge of Active Directory and Citrix remote user support.
• Excellent linear troubleshooting skills.
• Intermediate knowledge of networking technology and concepts.
• Proven ability to gain, understand, and apply knowledge from technical manuals and SOP's.
• Demonstrated ability to thrive in a fast-paced, constantly changing environment.
• Using independent judgment, ability to determine need for replacement of IT assets based on area of greatest need.
• Ability to make informed recommendations that may deviate from or are outside of established procedures, if needed, to resolve issues.