I.T. Systems Administrator

The Help Desk is the primary interface for all technology-related matters and is responsible for capturing reported issues, properly documenting requests and assigning resources to the appropriate I.T. team member. The I.T. Systems Administrator role is to provide Tier 3 client support to internal employees for software, hardware, connectivity or telecommunications related issues. This role is also expected to have a high level of knowledge regarding RYLA customers, and their specific custom applications. An additional expectation of this role is that the I.T. Systems Administrators will function with more self-direction, having an understanding of RYLA’s business processes and priorities as well as the expectations of the I.T. Department. This is accomplished by interaction with RYLA business liaisons, and RYLA I.T. Management. All I.T. Systems Administrators specialists are required to be proficient with receiving, prioritizing, documenting, and actively resolving end user support requests. Problem resolution may involve the use of diagnostic and help desk tracking tools, as well as in-person, hands-on help.
DUTIES AND RESPONSIBILITIES:
• Provides in-person or remote Information Technology support for all levels of employees.
• Assists in documenting standard solutions.
• Responsible for creating install packages, installation jobs and pushing images to workstations using Altiris.
• Responsible for providing Software and Hardware asset management via Altiris.
• Assists with 1st and 2nd level support within the I.T. organization.
• Knowledgeable with both Computer and Telephony technology.
• Ownership for completion and follow-through of assigned tasks related to projects.
• Consults with end-users & customers/clients to determine source of specific error and recommends solutions.
• Records and documents all reported issues in online tracking system accurately and timely.
• Provides efficient and effective resolutions and completes all projects on time, according to established standards, policies, and procedures.
• Installs new computers and software and sets up new work areas.
• Assists in identifying, analyzing and reporting on trends and suggests remedies for problem areas.
• Maintains up-to-date knowledge on all required technology including customer service skills.
• Serves as a positive role model by exhibiting a “can-do,” whatever-it-takes, winning attitude.
• Achieve and maintain excellent interpersonal relationships with all constituencies, including the practice and promotion of open communication.
• Performs other duties as assigned by I.T. Management.
• Implements new projects and systems from users’ point of view.
• May provide direction for Desktop Support Technicians.
EDUCATION/EXPERIENCE:
• Five years experience supporting desktop and notebook computers.
• Five years experience supporting various operating systems including Windows 98 and 2000, Windows XP, Windows NT Server, and Windows 2003 Server.
• Four years experience supporting Microsoft Office, Microsoft Outlook, Internet Explorer, Active Directory, Microsoft Exchange and Cisco VPN client.
• Experience deploying desktop workstations and laptops – experience with software deployment.
• Possesses solid software experience and working knowledge of hardware and related configurations.
• Excellent oral and written communication skills and telephone, listening and customer service skills.
• Ability to handle several tasks simultaneously with strong problem solving and follow up skills.
• Team player who can work well in dynamic environment with proven experience working in an autonomous role.
• Demonstrated effectiveness working with people having diverse skills, disciplines and cultural backgrounds.
• Previous I.T. support in a Call Center environment desired.
• Previous Altiris deployment experience desired.
• MCSA Certification desired.