Systems Administrator I - Hybrid

Title: Systems Administrator I - Hybrid

Mandatory skills:

software troubleshooting, operating documentation
Customer service, technical support, problem diagnosis, troubleshooting, networking, PC hardware
ticketing system, desktop computers, Wi-Fi services, help desk tickets
software applications, automation, malware infections, monitoring systems, end-user devices
Microsoft Office 365, Windows 10 Support, Microsoft operating systems
Workstation imaging, InTune, mobile device management
device operating system deployments, computer management automation, Help Desk, endpoint protection

Description:

Customer service focused technical support, problem diagnosis, troubleshooting, resolution, security, in an enterprise networked environment.

1. Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the client.
2. Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.
3. Support Wi-Fi connections/issues on both client provided equipment and guest/extranet Wi-Fi services.
4. Setup and support PC hardware, peripherals, software and related devices.
5. Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
6. Install and support Microsoft client operating systems in an Enterprise environment.
7. Install and support office productivity software, client and cloud-based.
8. Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
9. Follow the client protocols regarding use of directory services for managing access and deployment of device policy and account rights.
10. Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to the client security leads.
11. Assist in monitoring systems that track security across hardware and software on end-user devices.

Enterprise Device Configuration Management

1. Act as Technical Service team s liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
2. Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
3. Administer the device operating system deployments and computer management automation platform (currently System Center) for the client.
4. Train new Help Desk employees as needed and provide documentation
5. Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
6. Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
7. Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
8. Manage endpoint protection including automated remediation and updates.

Technology Help Desk Documentation.

1. Provide direction and guidance for the processing and resolution of help desk tickets.
2. Determine best mechanisms for assignment of help request tickets among team.
3. Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
4. Document knowledge in the form of knowledge base tech notes and articles
5. Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
6. Provide input on increasing and improving efficient end user support strategies.
Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Required Experience:

1 or more years of experience
Microsoft Office 365 & Windows 10 Support
Strong communication (written and verbal)
General software troubleshooting
Experience creating standard operating documentation for processes that have not already been documented.
Experience creating troubleshooting documentation for newly discovered software and hardware issues.
Experience evaluating new hardware and software proposed for the client standardization.

Nice to have Experience:

Remote support
Workstation imaging
Adaptable learner in IT
Experience using InTune for remote and mobile device management

Additional details:

This full-time position supports education in the client by serving on the internal technology support team for the client
The position works to support desktop technologies, including extensive use of system management tools, as well as the use of numerous software services.
Support delivered by this position takes place in a complex, professional technical environment. Customers include the client leadership, IT managers, and staff throughout client.
This work is multitasking in nature, self-initiated, and usually conducted independently. However, the help desk team is also highly cooperative and collaborative.

Notes:

Hybrid. Candidate must be a current resident or willing to relocate to Wisconsin at the candidates own expense.
Employee must to come into the office on a regular basis; 3-4 days per week of being in office, depending on need.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

Account co-ordinator: Binodh M.T, Phone : x253, Email:

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
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