Help Desk Lead/Junior System Administrator | Springfield, IL at Hope – Springfield, Illinois

JOB SUMMARY: Leads help desk operations by providing basic and Tier II customer support. Responsible for the administration of and reporting from the company’s ticket system. Determines when to escalate tickets to outside consultants and work with consultants to maintain computers systems, network integrity, and the company’s cybersecurity posture.

ESSENTIAL FUNCTIONS:

1. Diagnose and resolve technical hardware and software issues.
2. Order and deploy new hardware for end users
3. Manage the Help-Desk ticketing system and provide reporting to leadership ensuring that all tickets are resolved within the specified time frame.
4. Coordinate with other teams to resolve issues that span departmental boundaries.
5. Research questions using available information resources and utilize consultant support when appropriate.
6. Assist in the development, review, and implementation of policies and procedures for the help desk team.
7. Develop training material for distribution and use within Hope University.
8. Enhance the company’s cybersecurity posture through use of company educational and testing applications.
9. Administer disaster recovery plans to ensure that data is backed up and can be restored in case of failure.
10. Oversee EDR and MDR systems and work with consultants when necessary to fix security vulnerabilities in computer systems.
11. Develop understanding of Microsoft ECM and its capabilities
12. Maintain JAMF and develop policies consistent with end-user needs.
13. Develop the ability to present solutions to management for recurring problems that are global in perspective and well thought out.
14. Maintain security camera systems and securely distribute footage to supervisors when requested.
15. Troubleshoot hardware issues with network switches, routers, and firewalls. Contact internet service providers tech support when necessary
16. Other duties as assigned.

MARGINAL FUNCTIONS:

1. Assist with setup and wiring of new facilities.
2. Upgrade hardware and clean up computers.

WORKING CONDITIONS:

Work is performed in an office, school, clinic, and home environment. Work may include close physical interactions or proximity to others and the requirement to drive or travel to ancillary site locations.

PHYSICAL REQURIEMENTS:

The Help Desk Lead / Junior System Administrator may be subject to prolonged periods of sit-down work at a desk and working on a computer as well as prolonged periods of walking, standing, and traveling to various work sites as needed; Must be able to lift, push, pull and carry a minimum of 25 pounds at a time.

KNOWLEDGE, SKILLS AND ABILITIES:

oral and written communication skills

learning skills

customer service orientation

problem analysis

problem-solving

adaptability

team interaction

planning and organizing

attention to detail

stress tolerance

TRAINING, ACADEMIC AND EXPERIENTIAL REQURIEMENTS:

High School Diploma

Demonstrated knowledge of WAN, LAN, and MS Office software applications

Ability to communicate professionally with people at all levels of the organization and external contacts

Successful background clearance, physical, and drug/alcohol screening.

PREFERRED QUALIFICATIONS:

Associates Degree preferred

Hope may assist in the financial support of Microsoft Certifications

Hope is an equal opportunity employer.

Hope: Posts | LinkedIn

#INDLP