Description

Key Responsibilities

• Install, configure, maintain, test, and troubleshoot desktop systems, laptops, printers, and other IT equipment.
• Provide onsite technical support by diagnosing and resolving hardware, software, and connectivity issues.
• Manage and document incidents, service requests, and system changes using ServiceNow or a similar ITSM platform.
• Provision and deploy new endpoints, including imaging, configuration, software installation, and user setup.
• Perform operating system patching, upgrades, software installations, and system configuration changes.
• Support user account administration and elevated privilege requests as required.
• Monitor system performance, identify issues, and recommend improvements to enhance reliability and efficiency.
• Utilize enterprise system management tools to troubleshoot performance issues and deploy software packages.
• Perform asset management activities, including inventory tracking, equipment refreshes, audits, media sanitization, and asset reporting.
• Support printer deployment, maintenance, and routine hardware replacements.
• Maintain accurate documentation of support activities, system changes, and inventory records.
• Collaborate with team members while also working independently to meet operational objectives.

Required Qualifications

• High school diploma or GED with 8+ years of systems administration or IT support experience, or a Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field.
• Strong experience supporting enterprise desktop environments, Windows operating systems, hardware, software, and peripheral devices.
• Experience troubleshooting complex hardware, software, and network-related issues.
• Hands-on experience with IT service management platforms such as ServiceNow.
• Knowledge of systems administration tools, system monitoring, and software deployment processes.
• Experience maintaining IT asset inventories and performing equipment lifecycle management.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and customer service skills with the ability to support end users in a professional manner.
• Ability to lift and transport IT equipment weighing up to 50 pounds (or more with assistance) and work throughout a large onsite campus.

Preferred Qualifications

• Experience supporting enterprise or government IT environments.
• Familiarity with Microsoft System Center Operations Manager (SCOM) or similar enterprise management tools.
• Experience with endpoint imaging, software deployment, operating system upgrades, and patch management.
• Ability to work independently while effectively collaborating with cross-functional IT teams

Key Skills

Education

Bachelor's degree