System Administrator

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

The IS Technical Analyst must have comprehensive knowledge of the systems and applications identified below:

1. Personal computer operating systems including Microsoft Windows 11.

2. Mobile operating systems including iOS.

3. Personal computer software applications including Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint), Adobe Acrobat, etc.

4. Significant ability to articulate and communicate technical concepts both orally and in writing to various stakeholders, including those from a non-technical background.

5. Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.

6. Ability to prioritize tasks based on level of importance in a fast-paced environment.

7. Skill and ability to provide a positive and efficient customer service experience.

8. Strong organizational skills.

9. Ability to perform work independently as well as a contributing member of a team.

10. Strong understanding of problem-solving methods and practices.

11. Experience developing appropriate documentation for customers and service desk staff.

12. Understanding of ITIL Service Desk Incident Management methods and practices.

13. Experience identifying trends for Major Incident identification

14. Understanding of Knowledge Management principles and their benefits within a Service Desk team.

15. Demonstrated commitment to valuing diversity and contributing to an inclusive workplace

16. Proven ability to collaborate with a wide range of individuals with varying backgrounds to work together for a common purpose to achieve business goals

Top Required Skills & Years of Experience:

· Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc.

· Experience providing support for Microsoft Office 365 and TEAMS.

· Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory.

Nice to Have Skills:

· Mentoring and/or training counterparts/team members.

· Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards.