IT Operations Support Administrator

Peckham, Inc.; Battle Creek (MI); On-site; USD 52,000 - 68,000; Full time

Job summary

Peckham Inc. in Battle Creek, MI seeks an IT Operations Support Administrator to assist end-user computing, mobile devices, and desktop environments. You will implement workstations, patch systems, test new hardware and software, and coordinate with other IT teams in a complex environment.

Responsibilities include frontline support, asset tracking, and administering identity services while following ITIL practices. Occasional on-call travel to local sites is required.

Qualifications

• 1-3 years of IT help desk or desktop technician experience.
• CompTIA A+, CompTIA Sec+, or ITIL Fundamentals certification or ability to obtain within 1 year.
• U.S. Citizenship required due to security clearances.
• Travel to worksites and community locations as needed.

Responsibilities

• Acknowledge, troubleshoot, and resolve customer inquiries within SLAs.
• Provide direct hardware/software support including printers and A/V equipment.
• Onsite or remote desktop support when possible.
• Support company-issued mobile devices: procurement, configuration, deployment.
• Maintain documented operational policies and procedures in a complex environment.
• Assist with asset tracking and use SCCM/Intune for desktop deployment.
• Administer identity management and Windows/Azure AD; support VDI platform.
• Provide guidance for entry level staff and contribute to knowledge base.

Skills

End-user support

Service desk

Windows OS

SCCM

Intune

Mobile devices support

Active Directory

ITIL

Travel up to 25%

Education

High School Diploma or Equivalency

Associate’s Degree or higher (preferred)

Tools

SCCM

Intune

ServiceNow

Remedy

Jira

Zendesk

Windows Active Directory

Job description

Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.

Peckham Inc. - IT Operations Support Administrator

The IT Operations Support Administrator position requires a focus on support for end-user computers, mobile devices, desktop operating systems, Android and iOS mobile devices, and timeclocks. Duties will include workstation implementations, maintenance, testing, patching, integration of new hardware and software, and coordination with other client technology groups. This role will have an emphasis on maintenance of documented operational policies and procedures in a complex and diverse computing environment.

MAIN DUTIES AND RESPONSIBILITIES

• Acknowledges, troubleshoots, and resolves customer inquiries within established service level guidelines.
• Provide direct support for hardware and software issues, including peripherals such as printers, keyboards, and audio/video equipment.
• Desktop support to be provided onsite or remotely, whenever possible.
• Provides direct support for company-issued mobile devices, including following processes and procedures for procurement, configuration, and deployment of Android and iOS cell phones and tablets.
• Applies industry best practices for maintaining the end user computing environment, including software delivery, telephony endpoints, supporting extensive client hardened environments, and assisting with accommodation requests.
• Follows processes and procedures for accurate asset tracking.
• Knowledge of asset management suites, such as Microsoft System Center Configuration Manager (SCCM) and/or Microsoft Intune, leveraged for maintenance of desktop clients including deploying task sequences and applications.
• Administration of identity management including account creation, assigning proper permissions, and troubleshooting account problems.
• Knowledge of a Virtual Desktop Infrastructure computing platform.

OTHER DUTIES AND RESPONSIBILITIES

• Provide guidance for entry level service desk support personnel.
• Provide general telephony support including endpoint installation, account management, and reporting administration.
• Create and maintain technical and end user documentation of processes and procedures.
• In conjunction with information assurance, apply best practices and judgement to ensure business objectives and risks are effectively managed.
• Ensure compliance with standard practices, processes, and enterprise standards, in an ITIL environment.
• Adherence to change management process.
• After-hours support (evenings and weekends) will be required in an on-call, rotation basis.
• Attend courses that improve personal skill sets to better serve the Peckham user community.
• Maintain a safe and clean work environment.
• Provide training for Peckham staff and team members as assigned.
• Apply discretion in handling confidential information.
• Utilize a collaborative team approach for all projects including Peckham staff, vendor consultants, and Peckham contracted customers.
• Promotes Peckham’s vision, values, and services to all customers and stakeholders.
• Assists in maintaining organization wide quality standards.
• Other related duties as requested and/or assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

TRAVEL

This role requires occasional travel to other local sites (or community locations/vendors) up to 25% to support operational needs.

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalency
• 1-3 years of experience in an IT help desk, technical support, or a desktop technician role.
• A certification in CompTIA A+, CompTIA Sec+, or ITIL Fundamentals, or the ability to obtain one within the first year of employment.
• As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications, security clearances as a condition of employment. This requirement will be determined based on the specific needs of the contract.
• U.S. Citizenship required due to security clearances.
• Ability to reliably travel to and from assigned worksites and community locations as needed.
• Skilled in imaging PCs, setting up workstations, and supporting end users.
• Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems.
• Knowledge of ticketing systems (ServiceNow, Remedy, Jira, Zendesk, etc.) and basic ITSM methodologies.
• Skilled in critical thinking and reasoning abilities to solve unique problems.

PREFERRED QUALIFICATIONS

• An Associate’s Degree or higher in a field closely related to Computer Technology
• Skilled with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools.
• Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applications
• Skilled in project implementation.

COMPETENCIES

• Customer Focus
• IT Support
• Troubleshooting
• Professional Development and Keeping Skills Current
• Quality
• Responsiveness
• Team Work
• Time Management
• Use of Technology

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

PECKHAM is an Equal Opportunity Employer. EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please: Email us at [e-mail] Call us at [phone] Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm) Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line: Peckham IT

Business Line: Peckham IT

Location: Battle Creek, MI

Location: Battle Creek, MI

Worker Sub-Type: Staff Member

Worker Sub-Type: Staff Member

ABOUT PECKHAM

Peckham is a national award-winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming. Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.

MISSION

Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency.

VISION

To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.

EEO is Law

Peckham participates in the E-Verify program. For more information please click follow this link For information on Immigrant and Employee Rights (IER), follow this link Pay Transparency Nondiscrimination Provision

REASONABLE ACCOMMODATION NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. [1] Section 503 of the Rehabilitation Act of 1973, as amended. For more information on the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp. Visit www.peckham.org to learn more.