System Administrator

Job Description:

We are seeking a Technical Support Specialist to provide consultative and technical support services to DBHDS staff, ensuring timely problem resolution, system/data access, and optimal system performance. As the first point of contact, you will deliver technical support to all areas within the organization via telephone, walk-in, and e-mail channels. Your responsibilities will include accurately documenting request history in our Help Desk Ticketing System, as well as managing system updates, patches, and troubleshooting system issues.

Key Responsibilities:

• Provide consultative and technical support services to DBHDS staff.
• Act as the initial point of contact for technical support across the organization.
• Offer telephone, walk-in, and e-mail support to the Help Desk Field\Faculty\Staff Help Desk.
• Document request history accurately in the Help Desk Ticketing System.
• Install, configure, set up, and maintain desktop and laptop computer hardware and software for faculty and staff.
• Manage system updates, patches, and troubleshoot system issues.
• Triage and route advanced second and third-tier requests to the appropriate technical personnel.
• Provide timely resolution of problems or escalate on behalf of the user.
• Maintain strong working relationships with IT professionals in various areas.

Skills Required:

• Proficiency in various operating systems (Windows, macOS, Linux).
• Understanding of network fundamentals (TCP/IP, DNS, DHCP).
• Ability to diagnose and resolve technical issues efficiently.
• Analytical skills to evaluate problems and implement effective solutions.
• Ability to explain technical concepts in simple terms to non-technical users.
• Strong focus on customer service.
• Hands-on experience in a help desk or technical support role.
• Experience with ticketing systems such as Service Now.
• Ability to prioritize tasks and manage time effectively.
• Experience with Microsoft Office software.
• Experience using tools for configuration management, software deployment, and automation of routine tasks.