IT Operations Support Administrator

Peckham, Inc.; Grand Rapids (MI); On-site; USD 50,000 - 75,000; Full time

Benefits offered by this job

Generous PTO

Pet friendly work sites

Free fruit

Fitness classes

Massages available for purchase

Flexible work arrangements

Job summary

Peckham, Inc. is seeking an IT Operations Support Administrator in Grand Rapids, MI to support end-user computing, mobile devices, and timekeeping systems. The role emphasizes maintaining documented IT policies and procedures in a complex environment and requires on-site or remote desktop support, asset management, and collaboration across IT teams.

The candidate should have 1–3 years in IT help desk or desktop support, and may hold CompTIA A+/Sec+ or ITIL Fundamentals. U.S.

Qualifications

• 1-3 years of experience in IT help desk, technical support, or desktop technician roles.
• Certifications such as CompTIA A+, Sec+, or ITIL Fundamentals preferred or obtainable within first year.
• U.S. citizenship required due to security clearances and ability to travel as needed.

Responsibilities

• Troubleshoot and resolve customer inquiries within established SLAs.
• Provide direct hardware/software support including peripherals and AV equipment.
• Desktop support on-site or remote, as needed.
• Manage company-issued mobile devices: provisioning, configuration, and deployment.
• Maintain documentation and asset management in line with IT policies.

Skills

IT help desk

Technical support

Active Directory

Windows OS

SCCM

Intune

Troubleshooting

Workflow efficiency

Education

Associate’s Degree or higher in Computer Technology

Tools

ServiceNow

Remedy

Zendesk

Jira

Microsoft Intune

Job description

SUMMARY

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. S 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

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

Location: Grand Rapids, MI

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. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.

VISION

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

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. EEO is Law Peckham participates in the E-Verify program. For more information. For information on Immigrant and Employee Rights (IER). 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. 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.