Introduction: ALLIED Help Desk Services is posting this position on behalf of a a client, a Managed Service Provider in Knoxville, TN. ALLIED will screen and interview candidates before presenting them to the client. It is important to note that work for this position must be performed at the client's office in Knoxville, with work-from-home flexibility available as situations' arise. Candidates should expect to move quickly through the interview process and may participate in multiple calls/interviews, including a final interview at the client's office for a tour and to meet members of the team.
General Description/Position Summary: The System Administrator (Internal designation: Information Technology Engineer) serves as the first point of contact for customers seeking technical assistance. System Administrator's perform remote and onsite troubleshooting and resolution across a wide spectrum of technologies including networking, cloud, active directory, email, wireless, and end user devices.
Core duties and responsibilities include:
- Analyzing, troubleshooting, evaluating, and resolving a wide array of technology issues
- Resolving and/or escalating incidents and problems in a timely fashion, determining the best solution based on the issue and details provided by customers and insights gathered from tools and other resources.
- Managing client expectations within agreements while developing long-lasting relationships
- Manage and response to alerts, finding root cause and making recommendations for improvements
- Identify and suggest possible improvements on procedures, processes, or customer environments
- Document and maintain each client’s IT infrastructure
- Effectively apply the client's methodology and enforce operational/technology alignment readiness standards
- Provide follow up services to ensure customer satisfaction and resolve client issues
- Document all work, support tickets, client communication
- Lead/assist customers in understanding of technology and how to use effectively
- Periodically travel to client location to analyze, troubleshoot, and diagnose hardware or other problems that cannot be resolved remotely
- Perform PC builds and imaging
- Perform datacenter walk-throughs and inspections
- Be part of an on-call rotation
- Other duties as assigned
Position Qualifications:
- 2+ years’ experience supporting both Servers and Workstations or equivalent
- 1+ year of network troubleshooting experience
- 1+ Industry standard certification OR Associates Degree (or higher) in IT-related program
- Able to communicate complex information to a non-technological audience
- Skilled in handling customer concerns in a calm and polished manner
- Functions w/in a team-based environment, and actively participates in achieving team goals
- Attention to detail and excellent communication skills, both orally and in writing
- Effective listening skills with excellent customer satisfaction skills
- Active Directory administration and troubleshooting in Server 2016 or newer environment
- Microsoft 365 tenant administration and basic troubleshooting
- Basic networking understanding and troubleshooting
- Basic cybersecurity understanding and application
- Extensive experience working with Windows and Mac OS operating systems
- Able to lift 50 pounds
- Possesses reliable transportation
- Able to sit or stand for long periods of time
Job Type: Full-time
Pay: Starting at $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- On call
Ability to commute/relocate:
- Knoxville, TN: Reliably commute or planning to relocate before starting work (Required)
Experience:
- Windows Server Support: 2 years (Required)
- Desktop support: 2 years (Required)
- Network support: 1 year (Required)
License/Certification:
- industry-standard certification or associates degree (Required)
Work Location: In person