Job Summary:

The IT Operations Systems Administrator role is responsible for supporting the intake, tracking, and resolution of Information Technology issues for our entire company. The majority of our 200+ employees are software and network engineers with extensive IT skills. You will serve as the primary point of contact for employee issues and have responsibility for Itential's hardware and end-user software systems. Your excellent communication skills will be as equally important as your broad technical experience.

Responsibilities and Duties:

Personally perform and lead the team to fulfill the following IT support responsibilities:

• End-User Computing:
• Troubleshoot and resolve hardware and software issues reported by employees
• Order, document, and distribute new hardware and peripherals for new employees (MacBook Pro)
• Maintain shared office technical resources (projectors, printers, scanners, etc)
• Communicate with resources involved in resolution to ensure issues are resolved, requests are fulfilled, and the communication to the employee is complete
• Create a positive employee experience, and build strong relationships through engaged listening and understanding
• Document resolutions, processes and procedures, and update knowledgeable articles
• Develop new processes and/or solutions to improve the services we provide

• Systems Administration:
• New employee account setup across all software systems (utilizing Okta)
• Track costs and identify OPEX opportunities across SaaS platforms, and physical and virtual systems
• Monitor applications, platforms, and systems or solutions to proactively identify and resolve issues
• Work with Infrastructure Administrator to develop and maintain Service Level Agreements (SLAs)
• Work with VMware and cloud solutions to provision and support business applications and lab environments
• Support building LAN / WAN networks and VPN connections

• Security and Compliance:
• Implement and perform a variety of different security and compliance checks and processes
• Participate in security and compliance meetings

Qualifications and Skills:

• At least 5-7 years of experience as in an Information Technology Support role. 
• Understanding of desktop and server OS troubleshooting and administration across MacOS, Microsoft, VMware, and related systems
• Basic knowledge of Linux/*nix systems administration
• Ability to prioritize competing requests, maintain confidentiality, and provide exceptional service
• Strong verbal and written communication skills, with ability to communicate cross-functionally and across management levels in formal and informal settings
• Experience explaining technical information in a way that establishes rapport, persuades others, and fosters understanding
• We don't particularly care about certifications; we're more interested in your successes within ITJob Summary.