Job Description
Job Posting Title: Systems Administration Advisor
Location: Ontario, CA (Fully Remote)
Duration: 4 months
Hiring Manager Note:
Candidates must have experience in the following areas:
- Strong L2 Service Desk experience
- Strong Active Directory skills
- ServiceNow proficiency
- Knowledge of security operations and practices
Job Description:
We are seeking a Systems Administration Advisor with 5-6 years of related work experience, specifically in Service Desk/IT Support, supporting a large enterprise of end users in an MS Windows/MS Office environment.
Required Qualifications:
- A bachelor's degree in computer science or a related field.
- Minimum 3+ years acting in a senior role on the Service Desk.
- Advanced knowledge of various operating systems (Windows 10, MAC OS).
- Knowledge of mobile devices (iOS and Android platforms).
- Knowledge of network fundamentals.
- Solid experience with Citrix Systems applications.
- Solid experience with Microsoft infrastructure (Windows, Active Directory, Exchange, etc.).
- Solid experience with Microsoft Office 365.
- Knowledge and experience with ITSM systems such as ServiceNow or Remedy.
- Ability to produce complex documents, perform analysis, and maintain databases.
- Strong communication skills (both written and oral).
- Strong customer service and excellent interpersonal skills, with the ability to listen and understand end user issues and explain problem resolutions effectively.
- Excellent organizational skills, with the ability to handle and prioritize multiple projects.
- Healthcare application and healthcare industry knowledge is helpful.
- Analytical problem-solving skills, with the ability to analyze technical challenges, identify possible causes, and advocate for solutions.
- A strong desire to provide superior customer service for internal and external customers.
- Ability to take direction from all levels and exhibit a high level of individual initiative.
- Ability to work well within a collaborative team environment.
Responsibilities:
- Provide customer-friendly assistance to clients having trouble using IT products and services.
- Troubleshoot, diagnose, and resolve or escalate Level 1/2 incidents as necessary.
- Perform technical customer support via telephone, chat, and email support.
- Provide Level 1 triage and resolutions such as password resets, account unlocks, and troubleshooting network connectivity issues.
- Perform callbacks as required.
- Act as a subject matter expert (SME) across limited subject areas.
- Train and mentor other service desk associates as needed.