Senior Help Desk Specialist / IT Support Specialist / System Administrator

I. Education

• Bachelor s degree from an accredited college or university in Engineering, Computer Science, Information Systems, Business, or other related disciplines.

II. General / Minimum Experience

• Minimum of seven (7) years of experience in an enterprise IT environment supporting computer hardware, software, and/or enterprise applications.
• Minimum of three (3) years of experience using JIRA, ServiceNow, or other help desk/ticketing systems.
• Minimum of three (3) years of experience supporting LAN, switching, and Wireless Access Points (WAP) or related technologies.
• Minimum of three (3) years of experience managing enterprise antivirus solutions.
• Proficiency in Microsoft Active Directory, Microsoft Windows Server, MS Office Suite, and Google Workspace (G-Suite).
• Experience managing multi-function printers (Lexmark, HP, Canon, Konica, etc.) and working with network technologies (LAN/WAN, TCP/IP, UDP, DHCP) and devices (routers, switches, firewalls, servers).
• Strong communication and interpersonal skills to interact effectively with diverse technical and non-technical stakeholders.
• Experience supporting Windows 11, Linux, and Mac OS operating systems on desktop and laptop devices.
• Ability to lift and carry computer equipment (laptops, monitors, etc.).
• Demonstrated ability to learn new technologies quickly and stay current with IT trends.
• Ability to work collaboratively within cross-functional teams.

III. Specialized / Preferred Experience

• Minimum of five (5) years managing Active Directory environments or servers.
• Experience as a Service Desk Administrator for JIRA or similar ticketing platforms.
• Experience using ServiceNow IT Service Management (ITSM) suite or equivalent.
• Dell Laptop and Desktop certification and/or Dell Certified Systems Expert (DCSE)
• Apple Certified Support Professional (ACSP) certification or minimum of three (3) years supporting Mac OS/Apple systems in enterprise Active Directory environments.
• Microsoft Certified Solutions Expert (MCSE) certification or five (5) years managing Active Directory environments.
• Cisco Certified Network Associate (CCNA) or Juniper
• Experience working with Project Management Office (PMO) processes, policies, and procedures.
• Possess Endpoint Protection certification or hands-on experience managing McAfee ePO or similar encryption/security tools.

IV. Key Responsibilities

• Provide technical expertise in computer systems, network administration, and infrastructure support including hardware configuration, system testing, software upgrades, and troubleshooting.
• Utilize ticketing systems to manage and resolve user incidents and requests efficiently, ensuring quality end-user support.
• Deliver remote and on-site support for desktops, laptops, and peripherals for both local and offsite users.
• Troubleshoot and resolve hardware, software, and network issues through diagnostic testing and analysis.
• Document all support activities including problem details, solutions provided, end-user satisfaction, and resolution metrics.
• Maintain and track IT asset inventory, including software licensing and equipment disposition.
• Analyze performance degradation and recommend necessary hardware or software changes.
• Collect and report on IT operations metrics such as system uptime, incidents, maintenance, and user statistics.
• Prepare and submit daily and weekly status reports summarizing support efforts and ongoing activities.
• Adhere to all security, change control, and PMO standards, policies, and methodologies.

V. Desired Skills

• Strong analytical, diagnostic, and problem-solving skills.
• Excellent written and verbal communication abilities.
• Ability to manage multiple priorities and work under minimal supervision.
• Team-oriented with a proactive and customer-focused attitude.