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NEXIFY INFOSYSTEMS LLC
L1- End User Services Technician
Career Insights for Server Administrator
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Scorecard
Based on Massachusetts data
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What they do
A Server Administrator oversees computer networks, ensures their efficiency by maintaining software updates, designing and implementing new system structures and monitoring server activity. Documents technical requirements, creates and implements a timetable for network maintenance, ensures security firewalls are updated regularly and remain fully functional.
$98,889 / year median in Massachusetts
-5% projected decline
Job Description
Job Title:
L1•End User Services Technician Location:
Needham, MA (Onsite day 1)Duration :
12+Months Job Description :
Serve as the first point of contact for IT incidents and service requests; categorize, prioritize, and track tickets to SLA in Jira Service Management; follow process consistently and uphold ticket quality standards on every interaction. Troubleshoot WiFi/network connectivity issues and diagnose computer performance problems (slow boot, high CPU/RAM, disk health) Create and manage user accounts in Adaxes; unlock accounts, reset Windows and macOS passwords, and enroll or reset MFA for new or replacement devices Troubleshoot mailbox issues (connectivity, missing mail, send-as permissions, quota errors), manage calendar permissions, and maintain distribution list membership via Microsoft 365 Admin Center Install approved software and provide admin elevation for authorized applications; coordinate with the security team on non-standard requests Manage the full associate lifecycle- onboarding, offboarding, and access changes
- in Adaxes and Active Directory / Entra ID; configure VPN (Cisco AnyConnect / Zscaler) and Delinea privileged access; maintain an accurate offboarding log Apply fast, accurate diagnosis
- escalate to Tier 2 / Tier 3 when a fix is beyond Tier 1 scope; keep end users informed throughout and document resolution notes and SOPs in the IT knowledge base Required 3-5 years of IT helpdesk or desktop support experience Experience working in a Microsoft-heavy environment: Windows OS, Microsoft 365 (Outlook, Teams, SharePoint), Entra ID, and Intune Familiarity with Microsoft Intune, Windows Autopilot, and Jamf Working knowledge of Active Directory, Entra ID, and Microsoft 365 Admin Center Experience with Jira Service Management or equivalent ITSM platform Strong communication skills and a customer-first approach CompTIA A+ or equivalent certification ITIL 4 Foundation certification Experience supporting a distributed or remote workforce Familiarity with endpoint security tooling (SentinelOne EDR, Rapid7 vulnerability management, Zscaler zero-trust network access)