Position Summary

As a member of the infrastructure team, the System Administrator Level 2 images, configures, deploys, and maintains laptops and Horizon View virtual desktops, enterprise applications, video conferencing equipment, printers, and peripherals. The System Administrator Level 2 is skilled in configuring and troubleshooting desktops in an Omnissa Horizon View environment. Monitoring the help desk queues, the System Administrator Level 2 provides hands on Level 1 and Level 2 support and coordinates with other IT Team Members to ensure end user tickets are resolved satisfactorily. The System Administrator Level 2 works closely with staff and provides superb IT customer service. The System Administrator Level 2 supports all desktop equipment and applications, video conferencing equipment, and printers.

Essential Functions

• Windows administration supporting and deploying Microsoft Windows 11 and 10
• Administer Microsoft Active Directory, Windows networking, DHCP, DNS, and GPOs
• Provide superior Customer Support to Corporate Executives and Staff
• Provide support for VMware Horizon View Cloud desktop environment
• Support Bring Your Own Device (BYOD) applications installed and running on personal and corporate smart phones and tablet devices
• Support the Institute s videoconferencing systems
• Install, configure, and maintain Microsoft Office and all other desktop applications used by the Institute s staff
• Administer the Office 365 environment
• Support and maintain laptops and desktops, application software, and printers
• Keep desktop operating system and BIOS firmware patched using an automated patch management system
• Provide Active Directory support creating users and groups, assisting with password changes, and providing exported user data as required
• Ensure expedient resolution of first and second level network, system, and application issues, and escalate to appropriate team members to meet SLAs
• Provide support for file and print services
• Manage, administer and upgrade specific IT systems such as End Point Security, Collaboration and Communication systems, Enterprise Software
• Maintain standard laptop and desktop configuration images utilizing current imaging solution, documentation and Standard Operating Procedures
• Provide support for Cisco Web Conferencing systems before and after meetings and events
• Troubleshoot e-mail issues and escalate issues related to the e-mail server to e-mail server administrators
• Work on and complete special projects

Information Security Responsibilities

• Attend/complete assigned information security training by the designated completion date
• Read and adhere to published ISMS policies and procedures
• Report timely any observed violations of ISMS policy - or known encroachments on information security - to your department leader and/or the Information Technology Department.

Education and Experience

• Bachelor s degree in Computer Science or Engineering, or five years of experience supporting Microsoft Windows operating systems
• Microsoft systems certification desired

Other Qualifications

• 5+ years Windows desktop administration experience
• 3+ years IT helpdesk experience
• 2+ years deploying and managing Windows laptops
• 1+ year supporting VMWare Horizon View users, and troubleshooting VMWare Horizon View issues
• Basic knowledge of MDM solutions
• Strong knowledge of Microsoft Windows networking, TCP/IP, DHCP, DNS, GPO s
• Knowledge of database and web server technologies a big plus
• Experience with scripting in PowerShell and/or batch files a plus
• Exceptional customer service skills
• Must be a self-starter with a burning desire to excel, working outside of normal business hours as required to complete assigned tasks
• Requires excellent communication skills, analytical ability, sound judgment, and excellent time management skills
• Must possess the ability to work effectively with customers, staff, IT management, and managers from all departments
• Superior troubleshooting skills while working hands on at a help desk
• Ability to work under stress with time-critical deadlines and high expectations