System Administrator, Service Desk Specialist​

The System Administrator, Service Desk Specialist is the first line of support for inquiries and requests for assistance with the technological infrastructure.  

Primary Duties and Responsibilities include the following. Other duties may be assigned. 

• Responds to calls from internal clients; identifies and troubleshoots hardware, software, and system problems and works to support users and resolve problems.
• Clearly documents problems and resolutions utilizing applicable tracking software.
• Proactively identifies recurrent problems and deploys appropriate solutions.
• Coordinates with other IT areas to resolve problems as needed, based on problem type and priority, and follows up for complete problem resolution.
• Administers network adding/removing users, providing access to files/folder, software upgrades, hardware and software installation
• Maintains Allant PCs, servers, cloud resources, network devices, telephone systems, and peripheral equipment including service agreements, stocking of spare parts and repair of equipment either personally or by contracting appropriate service.
• React to system and security dashboards and alerts and handle incident tracking tasks.
• Participates in deployment and acts as a driver for change and adoption of new technologies and practices.
• Identifies areas of need and helps to define and drive solution implementation.
• Continuously works to advance skills and knowledge in order to provide greater level of support and service around technologies and practices in use by Allant.

Core Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Strong knowledge and comprehension of IT Systems
• Responds promptly to customer needs
• Balances team and individual responsibilities
• Exhibits objectivity and openness to others' views
• Exhibits strong communication and writing skills, varies style to meet needs of audience
• Upholds organizational values and supports organizational goals
• Conserves organizational resources
• Follows policies and procedures
• Changes approach or method to best fit the situation
• Commits to long hours of work when necessary to reach goals
• Seeks increased responsibilities and strives to increase productivity
• Displays original thinking and creativity and meets challenges with resourcefulness
• Reacts well under pressure
• Treats others with respect and consideration regardless of their status or position
• Completes work in timely, accurate and qualitative manner  
• Observes safety and security procedures

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/ Experience: 

• Bachelor’s degree in computer science or related field, or four years computer experience, or equivalent combination of education and work experience in the computer science field required.
• Previous Customer Service experience a plus.
• Help Desk or Computer Support role preferred.

Computer Skills: 

• Able to use and support Windows and Linux platforms
• Proficient in Office/Office 365
• Strong troubleshooting skills
• Knowledge of cloud computing concepts and familiarity with major platforms (AWS, Azure)
• Familiarity with Office365 suite, Exchange, and SharePoint
• Knowledgeable about Active Directory, Configuration Management, Security best practices, ITIL
• Experience with PowerShell 

Language Skills: Ability to read, analyze, and interpret general business periodicals, technical procedures and documentation that accompanies it. Ability to effectively present information and respond to questions or complaints from internal customers. Ability to effectively conduct training classes for groups as needed.  

Reasoning Ability: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This position requires employees to crouch, climb on ladders. This position might require an employee to lift up to 50 pounds.

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