IT Operations Support Administrator - Grand Rapids, United States - Peckham

Peckham
Peckham
Verified Company
Grand Rapids, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description
*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.*_

Peckham Inc. - IT Operations Support Administrator


SUMMARY


The IT Operations Support Administrator position requires a focus on support for end-user computers, mobile devices, desktop operating systems, Android and iOS mobile devices, and timeclocks.

Duties will include workstation implementations, maintenance, testing, patching, integration of new hardware and software, and coordination with other client technology groups.

This role will have an emphasis on maintenance of documented operational policies and procedures in a complex and diverse computing environment.


MAIN DUTIES AND RESPONSIBILITIES

  • Acknowledges, troubleshoots, and resolves customer inquiries within established service level guidelines.
  • Provide direct support for hardware and software issues, including peripherals such as printers, keyboards, and audio/video equipment. Desktop support to be provided onsite or remotely, whenever possible.
  • Provides direct support for companyissued mobile devices, including following processes and procedures for procurement, configuration, and deployment of Android and iOS cell phones and tablets.
  • Applies industry best practices for maintaining the end user computing environment, including software delivery, telephony endpoints, supporting extensive client hardened environments, and assisting with accommodation requests.
  • Follows processes and procedures for accurate asset tracking.
  • Administration of identity management including account creation, assigning proper permissions, and troubleshooting account problems.
  • Knowledge of a Virtual Desktop Infrastructure computing platform

OTHER DUTIES AND RESPONSIBILITIES

  • Follow processes and procedures established by other teams and departments.
  • Provide guidance for entry level service desk support personnel.
  • Provide general telephone support including endpoint installation, account management, and reporting administration.
  • Create and maintain technical and end user documentation of processes and procedures.
  • Ensure compliance with standard practices, processes, and enterprise standards, in an ITIL environment.
  • Adherence to change management process.
  • Afterhours support (evenings and weekends) will be required in an oncall, rotation basis.
  • Attend courses that improve personal skill sets to better serve the Peckham user community.
  • Maintain a safe and clean work environment.
  • Provide training for Peckham staff and team members as assigned.
  • Utilize a collaborative team approach for all projects including Peckham staff, vendor consultants, and Peckham contracted customers.
  • Promotes Peckham's vision, values, and services to all customers and stakeholders.
  • Assists in maintaining organization wide quality standards.
  • Other related duties as requested and/or assigned.

SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.


MINIMUM QUALIFICATIONS

  • One or more of the following combinations of experience and education:
  • An Associates Degree or higher in a field closely related to Computer Technology and at least 1+ year experience in a systems administrator/desktop support role
  • A combination of certifications and 2+ years of experience in desktop systems administration
  • Three+ years of experience in a computer support role
  • This position requires up to 10% of travel to various Peckham locations.
  • Access to reliable transportation is needed.
  • This position requires passing and maintaining security background checks and may require federal determinations or security clearances to meet contract requirements.
  • U.S. Citizenship required due to security clearances.
  • Thorough understanding of Microsoft Windows operating systems required.
  • Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems.
  • Basic networking troubleshooting required.

PREFERRED QUALIFICATIONS

  • GIAC Security Essentials Certification, ISC2 Systems Security Certified Practitioner, or CompTIA Security+ or higher preferred.
  • Experience with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools.
  • Project implementation experience is a plus.

COMPETENCIES

  • Customer Focus
  • IT Support Troubleshooting
  • Professional Development and Keeping Skills Current
  • Quality
  • Responsiveness
  • Team Work
  • Time Management
  • Use of Technology

PHYSICAL DEMANDS

  • The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.
  • The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

PHYSICAL DEMANDS
The physical demands of this posit
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