IT Systems Administrator

IT Systems Administrator

Job Category: Information Technology

Department: IT Services Group

Billable Hours Goal: 80 of worked hours

Location: Rochester NY

Travel Required: Up to 50 day travel as needed

Position Type: Full Time

Date posted: Posting Expires:

Applications Accepted By:

Fax or Email:

Attention: Hiring Manager

Subject Line: IT Systems Admin Opening

Mail:

ComTec Solutions

65 Elmgrove Park

Rochester NY 14624

Attn: Hiring Manager

Job Purpose:

The IT Systems Administrator is a highly skilled technical resource that provides onsite and remote support for customers on deployed technologies. The IT Systems Administrator is responsible for providing proactive and reactive services to new and existing customers in support of their IT infrastructure.

Duties:

• Respond to customer inquiries in a courteous and professional manner
• Create document and escalate issues and problems according to ticketing standards and SLAs
• Monitor assigned tickets and tasks and provide service or escalation as necessary
• Provide support for escalated service desk tickets following established protocols
• Provide desktop server and network support (including administering and maintaining end user accounts password resets/unlocks and email setup and support)
• Deliver technical customer support over the phone and in person understands support processes
• Perform remote and onsite scheduled maintenance
• Accurately enter and maintain case information including notes and resolution
• Adhere to departmental policies for reporting and managing requests and change control
• Participate in emergency on call rotation schedule
• Internal IT Support as needed
• Identify sales opportunities and pass the information to correct team members
• Submit timesheets accurately and timely
• Other duties as required

Supervision Exercised:

None

Supervision Received: Reports to Manager IT Services

ComTec Solutions LLC. must comply with the International Traffic in Arms Regulations (ITAR) issued by the United States Department of State Department of Defense Trade Controls. Because of ITAR the company must limit employment opportunities to US citizens or lawful permanent residents of the United States or those admitted as a refugee or granted asylum.

Reviewed By:

Date:

Approved By:

Date:

Last Updated By:

Date/Time:

Work Environment/Physical Demands:

• Use of computer and office equipment.
• Ability to remain calm in stressful situations
• Performs all administrative functions expected at this level.

Minimum Qualifications:

Technical Skills

• Strong understanding of available tools to assist in daily tasks
• Ability to troubleshoot server based software issues with:
• Microsoft Windows Server 2003/2008/2008 R2/2016 (x32 and x64
• Microsoft Windows Active Directory Infrastructure
• On Premise Microsoft Exchange 2003/2007/2010 coexistence Microsoft Exchange 2007/2010 / Microsoft Office 365 and hosted Microsoft Office 365
• Microsoft Terminal Server 2003/2008/ R2 x32 and x64
• Major AntiVirus solutions
• Enterprise class backup solutions
• Very knowledgeable of various server/workstation peripherals such as USB/NAS drives
• In depth knowledge of workstation/server hardware and software troubleshooting abilities
• Working knowledge of HP and Dell equipment; general understanding of storage solutions
• Working knowledge of firewall technologies including SonicWALL and Cisco ASA
• Extremely knowledgeable in troubleshooting and resolving workstation based software issues with:
• Microsoft Windows XP Vista 7 and 10 (x32 and x64
• Microsoft Office 20xx
• Microsoft Online Services (Office 365
• Domain and workgroup environments
• Knowledge and understanding of AD DNS the Internet and mail flow

Soft Skills

• Strong written and verbal communication skills
• Pleasant and professional demeanor in all client and internal communications
• Ability to multi task
• Intellectually resourceful with sound judgment and effective decisionmaking abilities
• Independent worker and able to work effectively on daily tasks without direct supervision
• Strong organization skills and ability to operate efficiently throughout daily tasks
• In general owns issues through resolution although understands when to escalate a problem to another team member and whom to escalate to; accepts escalated issues; and mentors when appropriate
• Demonstrates empathy with users and professionalism at all times
• Work well with clients at all levels from executive to IT to end user
• Operates with client satisfaction in mind
• Energy enthusiasm and resultsoriented

Education and Experience

• Bachelors degree preferred
• MCP/MCSA/MCSE/MCTS/MCITP Certifications preferred
• CompTIA A and Network preferred
• 3 years of relevant experience in supporting complex networks and/or providing technical support

Additional Requirements

• Ability to schedule for evening or weekend work occasionally
• Valid drivers license in your state of residence and reliable personal vehicle