Help Desk/Network Administrator

Milestone Bank; Troy (MI); Hybrid; USD 52,000 - 76,000; Full time

Job summary

Milestone Bank is seeking a Help Desk / Network Administrator to coordinate and maintain processing systems, assist employees with technology needs, and ensure efficient, user-friendly IT services.

The role includes monitoring queues, deploying hardware/software, updates and patches, user accounts, and contributing to disaster recovery and documentation. Hybrid schedule with three onsite days in Troy, MI.

Qualifications

• Associate degree or equivalent in Information Technology or Computer Science.
• 2-5 years' proven experience in Help Desk role.
• Strong logical problem-solving skills.
• Excellent attention to detail.
• Excellent organizational skills.

Responsibilities

• Monitor Help Desk queue and tasks, ensure requests are addressed and documented promptly.
• Act as escalation point with help desk tickets when needed.
• Install and administer hardware and software applications.
• Review monitoring reports and address alerts to resolve issues.
• Identify performance problems and coordinate repairs or replacements.
• Coordinate schedules considering equipment, staff, and priorities.
• Assist in software updates, patches, and server/workstation maintenance.
• Create, update and remove user accounts and permissions.
• Recommend software/hardware changes to improve efficiency.
• Stay informed on enhancements and best practices for assigned apps.
• Document processes, configurations, and knowledge bases for support staff.
• Develop and analyze production statistics.
• Maintain hardware maintenance schedules and procedures.
• Document resolutions to recurring problems.
• Perform software updates and patch installations regularly.
• Install and set up office equipment; update inventories and docs.
• Participate in disaster recovery and incident response tests.
• Arrange equipment for new users and ensure proper setup.
• Perform other related duties as assigned.

Skills

Excellent verbal and written comms

Microsoft Office Suite / o365

Microsoft Server Software

Active Directory

Group Policy Objects

VMware

Identify causes of processing problems

Research and evaluate solutions

Education

Associate’s degree or equivalent in IT / CS

Tools

VMware

Job description

The Help Desk / Network Administrator will coordinate and maintain assigned processing systems and procedures, assist employees with technology needs and issues, ensuring that efficiency and user satisfaction are maintained.

Duties/Responsibilities:

The essential functions include, but are not limited to the following:

• Monitor Help Desk queue and tasks, ensure help requests are addressed and documented in a timely manner.


• Assist and Act as escalation point with help desk tickets when needed


• Install and administer hardware and software applications.


• Review monitoring reports and perform actioned needed for resolution of alerts and warnings


• Identifies performance problems with assigned equipment, coordinates and schedules repairs, and recommends alternate hardware options.


• Coordinate, evaluate, and adjust processing schedules considering available equipment, staff, and job priorities


• Assist other Administrators and technologists in software updates/upgrades and patches of servers and workstations.


• Create, update and remove user accounts and permissions as needed.


• Recommend modifications to software and/or hardware as necessary to reduce processing time and/or improve efficiency.


• Obtain ongoing training and remain informed of enhancements and best practices for maintaining and usage of the applications assigned.


• Compile and update documentation on processes, tasks, configurations and knowledge bases for help desk and other support staff.


• Develop, compile, maintain, and analyze production statistics.


• Develop and monitor schedules and procedures for hardware maintenance.


• Compile and update documentation on processes or resolution to recurring problems.


• Perform software updates/upgrades and patch installations on servers and workstations on a regular basis to ensure software levels remain on current releases.


• Installation and Setup: Safely climb under desks to install and set up a variety of office equipment, including computers, monitors, cables, and peripherals.


• Maintain accurate records of all installed and serviced equipment. Update inventory databases and technical documentation related to equipment configurations and repairs.


• Participate in disaster recovery and incident response tests


• Perform welcome calls, arrange and dispatch appropriate equipment to new users, assure proper set-up of equipment.


• Performs other related duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)

• Excellent verbal and written communication skills


• Proficient in Microsoft Office Suite and o365


• Proficient in Microsoft Server Software, Active Directory and Group Policy Objects


• Proficient in current computer technologies, networking, switching, routing and electronics


• Knowledge of current virtualization technologies, VMWare preferred


• Ability to identify the cause of processing problems and delays and to establish corrective actions


• Ability to research and evaluate numerous elements and alternatives for solutions to potential and ongoing projects

Education and Experience:

• Associate’s degree or equivalent in Information Technology / Computer Science or equivalent experience


• 2 - 5 years' proven experience in Help Desk role


• Strong logical problem-solving skills


• Excellent attention to detail


• Excellent organizational skills

Location

This is a hybrid position reporting to our Troy, MI office three days a week (Tues. Wed. Thurs).

Due to business and compliance requirements, this position is not open to candidates residing in certain states or jurisdictions. At this time, we are unable to consider applicants who reside in California, Washington State, Washington, D.C., Massachusetts, Oregon, Maine, New York, Connecticut, Illinois, Montana, or Colorado.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. Professional office setting, a primarily sedentary position requiring long periods of time working at a computer. May be required to work in excess of 40 hours per week and other than normal business hours, such as holidays, evenings, and weekends as business demands.

Note: This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

E-Verify

Milestone participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services.