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.

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