IT Services Administrator I

Document and track support requests, ensuring timely resolution. Coordinate and manage IT incident response, ensuring timely resolution and documentation of incidents. Adhere to IT change management processes to ensure smooth transitions and minimal disruption to services. Provide technical support for hardware, software, and networking issues across servers, desktops, laptops, and mobile devices. Provide support for Office 365, including SharePoint and OneDrive. Support of Microsoft M365 Copilot, Anthropic Claude, and other agentic AI services Help support disaster recovery plans to ensure business continuity in case of major IT failures. Assist with asset management, ensuring accurate tracking, deployment, and lifecycle management of IT equipment. Support local/remote network systems, including Ubiquiti, and manage Intune/Entra, Microsoft Teams, and Exchange. Conduct regular security audits and threat assessments to user accounts and endpoint devices. Respond to and manage cybersecurity incidents. Conduct desktop support, including installations, upgrades, and patch management. Support mobile devices like iOS or Android tablets or phones, including Mobile Device Management (MDM) solutions. Coordinate and administer Entra (Azure) directory services, user authentication and privileges, across multiple tenants. Document processes, procedures, and resolutions to ensure knowledge sharing and continuity. Participate in an on-call rotation to provide timely support and resolution of issues as they arise. Knowledge share to team members, assisting with support as needed. Coordinate with external vendors and service providers to ensure quality and timely IT support and service delivery. Identify and recommend opportunities for continuous improvement in IT processes and procedures.

EDUCATION

Bachelor's degree in computer science, Information Technology, or a related field, or equivalent technical training/experience. Additional years of experience can be considered in lieu of a degree.

MINIMUM QUALIFICATIONS

Minimum 2 years' experience troubleshooting software and hardware issues, including desktops and laptops, with a strong background in IT infrastructure, systems engineering, network, and project management. Experience with installation, configuration, security patching, and troubleshooting of MS Windows OS. Proficiency in modern Microsoft technologies, including but not limited to Entra Identity, Intune, Teams, and Exchange Knowledge of Modern Desktop Administration (deploying, configuring, securing, managing, and monitoring devices and client applications in an enterprise environment). Familiarity with network protocols and troubleshooting. Experience with network configuration and management, including routers, switches, and firewalls. Understanding of network security principles and practices, including VPNs, encryption, and intrusion detection/prevention systems. Experience with security patch management and vulnerability assessments. Excellent communication and verbal skills, as well as business acumen.