Job description

Description The Senior Service Desk Administrator's role is to take ownership of the company's desktop workstations, laptops, iPads, and phones environment. This involves supporting technical operations through escalations, resolving computer-related issues directly with employees, and overseeing the maintenance, patch management, and baseline configuration of all company-issued equipment. Requirements Our goal is to provide a quality service to MYCON employees. Success in the Senior Service Desk Administrator role will be based upon meeting or exceeding employee's support needs, maximizing productivity and minimizing downtime. The Senior Service Desk Administrator's role is to take ownership of the company's desktop workstations, laptops, iPads, and phones environment. This involves supporting technical operations through escalations, resolving computer-related issues directly with employees, and overseeing the maintenance, patch management, and baseline configuration of all company-issued equipment. This role is also required to keep and maintain the helpdesk ticketing system, assist with documentation, implement processes related to industry specific software, and configure and install equipment at MYCON job sites. Essential Functions: • Serve as an escalation point for corporate and field offices, troubleshooting and resolving complex technical issues and supporting unresolved problems. • Manage and resolve technical issues through ticketing systems by identifying, evaluating, and prioritizing user support issues for timely resolution. • Maintain accurate inventory of all IT assets. • Set up and refresh company-issued equipment, including workstations, laptops, iPads, and phones. • Conduct jobsite trailer equipment setup and ensure operational systems. • Identify and implement process improvements within IT infrastructure. • Create and maintain detailed documentation for processes and systems. • Provide regular progress reports and handle other technical duties as needed. • Manage Microsoft Entra and Active Directory for identity and access management. • Use Microsoft Intune and JAMF for mobile device and application management. • Support user VPN access and demonstrate understanding of TCP/IP networking, DNS, and DHCP. • Configure and manage firewalls, switches, and routers. • Manage Microsoft Server environments and virtualization technologies. • Apply patch management for virtual machines and workstations. • Establish and maintain security baselines and configurations. Technical Skills: Advanced support/?troubleshooting experience with: • Microsoft operating systems: Windows 10 and 11 Pro • End User Technical Support include but not limited to: • Workstations, Laptops, Tablets • * Mobile Phones and Mobile Apps • iPad and iPhones • Site connectivity • Productivity Software • Microsoft Office 365 • SharePoint • BlueBeam • Industry Specific Software • Virus and system health monitoring and remediation • Desktop and laptop computer hardware and peripherals • VPN and remote access • Automation (Scripting, Silent Installs) Intermediate support/?troubleshooting knowledge of the following: • TCP/?IP networks • DNS and DHCP • Microsoft Intune • Active Directory and Entra • Firewall, Switching, Routing concepts and configuration • Microsoft Server 2016 R2 and newer • Virtualization technologies (VMWare, Hyper-V) • Cloud computing concepts • Patch Management • Baseline and Compliance Configurations KNOWLEDGE, SKILLS, AND ABILITIES • Effective oral and written communication skills • Able to clearly document and record information • Strong attention to detail required • The ability to perform a variety of tasks simultaneously and an accurate and timely manner. • Considerable skill in problem solving, conflict resolution, and managing confidential information/situations. • Strong customer service skills needed to build and maintain relationships with end user • Ability to work in a team environment. • Behavior that supports positive work environment keeping in line with company mission and values.

Requirements