Job DescriptionIT Support Administrator Career Opportunity Under direct supervision, the IT Support Administrator provides second-level onsite and remote technical support on a continuing basis. This role serves as a critical front-line resource for IT Operations, responsible for triaging, troubleshooting, and resolving operational incidents and ServiceNow service catalog requests. The position requires a well-rounded, customer-focused technician with strong communication skills, hands-on technical expertise, and the ability to coordinate effectively with vendors and internal teams.
IT Support Administrator Role Overview The IT Support Administrator is responsible for owning and managing operational incidents from intake through resolution, including escalated issues. This individual ensures operational incidents are properly accessed, documented, communicated, and resolved, performing root cause analysis where appropriate. The role includes responsibility for routine (daily) onsite operational checks, preventive maintenance, inventory management, and support of IT infrastructure, conference room AV systems, data center, and communication closets. The ideal candidate is a customer-focused technologist who understands the importance of reliable systems, proactive maintenance, and clear communication, and who can operate effectively in a fast-paced, service-oriented environment.
IT Support Administrator Key Responsibilities Incident & Service Management:
- Troubleshoot, resolve, and close operational incidents and service catalog requests using ServiceNow, in accordance with established SLAs.
- Own escalated incidents end-to-end, coordinating with internal teams and vendors as needed to drive resolution.
- Provide timely and clear communication to customers and stakeholders regarding incident status, progress, and resolution.
- Perform root cause analysis and recommend corrective and preventive actions to reduce recurring issues.
Operations & Maintenance:
- Perform routine onsite operational checks to ensure systems, infrastructure, and equipment are functioning as expected.
- Conduct preventive maintenance and validation activities to identify and address system issues before they impact users.
- Support daily operations within data centers and communication closets, including hardware checks, reboots, cabling, and equipment setup.
Conference Room & End-User Support:
- Provide hands-on support and daily functional testing for conference room AV and collaboration equipment.
- Deliver Level 2 end-user support for hardware, software, and peripheral issues, including VIP support as required.
- Assist with scheduled changes, infrastructure upgrades, and project implementations requiring onsite support.
Vendor Coordination & Asset Management:
- Coordinate with approved vendors to schedule onsite and remote maintenance, both planned and unplanned.
- Obtain and track vendor quotes, invoices, warranty information, and renewal agreements.
- Manage inventory of IT operations equipment, including assets located in data centers and communication closets.
- Track hardware lifecycle activities such as installation, replacement, and decommissioning.
Documentation, Training & Knowledge Sharing:
- Create, maintain, and update technical documentation using standard documentation methodologies.
- Develop short-form instructional content (30-60 second videos, quick tips, and social-style formats) to support a diverse end-user community.
- Provide end-user training sessions or demonstrations as needed to improve adoption and user experience.
- Recommend process improvements to enhance service delivery and operational efficiency.
IT Support Administrator Experience Requirements - Minimum of 3 years of experience in onsite and/or remote Service Desk Level II support.
- Prior experience working in a technical support or IT operations environment with hands-on troubleshooting responsibilities.
IT Support Administrator Required Technical Skills - Strong knowledge of desktop and laptop hardware, operating systems, and peripherals.
- Experience supporting Windows 11, Windows Server (2012 or later), Microsoft 365, and Microsoft Azure.
- Hands-on experience with ServiceNow (San Diego or later) for incident and service request management.
- Working knowledge of Active Directory, networking fundamentals, and infrastructure components (servers, switches, Wi-Fi access points, network printing, VPN, etc.).
- Experience supporting conference room AV, video conferencing, and collaboration technologies.
- Strong troubleshooting skills across hardware, operating systems, and applications.
IT Support Administrator Required Soft Skills - Strong customer service focus with a commitment to positive user experience.
- Excellent verbal and written communication skills.
- Ability to prioritize workload and manage multiple tasks effectively.
- Strong analytical, coordination, and problem-solving skills.
- Demonstrated ability to work independently and collaboratively within a team environment.
IT Support Administrator Work Requirements - Local candidates only.
- Reference furnished upon request.
- Onsite presence required five (5) days per week.
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Job RequirementsDesktop Support, Deskside Support, Service Desk, Hardware Support, Software Support, Operating Systems, Windows 11, Windows Server (2012 or later), Microsoft 365, Microsoft Azure, Active Directory, Servers, Routers, Switches, Wi-Fi Access Points, Network Printers, VPN, Conference Room AV Equipment, Video Conferencing, Collaboration Technologies, Troubleshooting
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