IT Operations Support Administrator

Peckham; Grand Rapids (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

Peckham Inc. is seeking an IT Operations Support Administrator to focus on end-user computing, device management, and policy documentation. The role emphasizes maintaining a robust end-user environment across Windows, mobile devices, and timekeeping systems.

The position involves onsite and occasional remote support, asset management, and collaboration with multiple IT teams to ensure service reliability and security compliance. A flexible, team-driven environment is offered.

Qualifications

• High school diploma or equivalent with IT support experience.
• Certifications such as CompTIA A+, CompTIA Sec+, or ITIL Fundamentals preferred or obtainable in first year.
• Associate degree or higher preferred for related IT fields.

Responsibilities

• Troubleshoot end-user hardware and software within established SLAs.
• Provide desktop and mobile device support onsite or remotely.
• Maintain asset tracking using SCCM and Intune.
• Create and maintain technical documentation and end-user guides.
• Assist with ITIL-aligned change management and processes.
• Participate in after-hours on-call rotation as required.

Skills

Customer Focus

IT Support Troubleshooting

Team Work

Time Management

Quality

Responsiveness

Education

High School Diploma

CompTIA A+ / CompTIA Sec+ / ITIL Fundamentals

Associate’s Degree or higher

Tools

Windows Active Directory

Azure Active Directory

SCCM

Intune

ServiceNow

Remedy

Jira

Zendesk

Microsoft 365

SharePoint

Entra

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.**To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*Peckham Inc. - IT Operations Support AdministratorSUMMARYThe 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 RESPONSIBILITIESAcknowledges, 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 RESPONSIBILITIESProvide 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 RESPONSIBILITIESThis position has no supervisory responsibilities.TRAVELThis role requires occasional travel to other local sites (or community locations/vendors) up to 25% to support operational needs.MINIMUM QUALIFICATIONSHigh School Diploma or Equivalency1-3 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.S critical thinking and reasoning abilities to solve unique problems.PREFERRED QUALIFICATIONSAn Associate’s Degree or higher in a field closely related to Computer TechnologySkilled with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools.Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applicationsSkilled in project implementation.COMPETENCIESCustomer FocusIT Support TroubleshootingProfessional Development and Keeping Skills CurrentQualityResponsivenessTeam WorkTime ManagementUse of TechnologyPHYSICAL DEMANDSThe 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.PHYSICAL DEMANDSThe physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYEREEO/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 NOTICEFederal 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] 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 ITLocation:Grand Rapids, MIWorker Sub-Type:Staff Member