Service Desk Administrator

Modern Technology Solutions, Inc. (MTSI); Beavercreek (OH); On-site; USD 42,000 - 55,000; Full time

Job summary

Modern Technology Solutions, Inc. (MTSI) in Beavercreek, OH is seeking a Service Desk Administrator to manage software releases, upgrades, patches, and end-user support as part of a collaborative IT team.

You will deploy desktops/laptops, image with MDT, diagnose Windows 11 and Office 365 issues, manage AD and VPN access, track assets, and uphold security standards across multiple platforms.

Qualifications

• Associate's degree or equivalent years of experience in computer science or information systems.
• Minimum 2–3 years of experience in a Service Desk environment.
• Ability to obtain DoD SECRET clearance (U.S. Citizenship required).

Responsibilities

• Install, configure, and troubleshoot Windows operating systems.
• Deploy and configure desktops, laptops, printers, and network devices.
• Administer Active Directory users and groups.
• Provide remote access support via VPN.
• Maintain asset inventory and respond to tickets per SLA.
• Research vendors and implement security guidelines.

Skills

Windows OS

Active Directory

Networking basics

Remote access VPN

Customer service

Problem solving

Team player

Office 365

Education

Associate's degree in Computer Science or Information Systems

Tools

Intune

MDT

ManageEngine Endpoint Management

ServiceNow ITSM

Microsoft 365 Administration

Job description

• Intune

The Service Desk Administrator for installing new software releases, system upgrades, installing patches and resolving end-user software and hardware related issues. This position is also responsible for customer service and technical support for the Enterprise alongside a team of other Service Desk Administrators. Contributes to practices, procedures, and concepts related to Information Technology as it relates to the organization.

• Deploy and configure desktops/laptops, printers, networking devices, and software
• Install/upgrade operating systems and application software
• Image systems with Microsoft Development Toolkit (MDT) and other imaging tools
• Diagnose Windows 11, Office 365 and other application issues
• Track and maintain computer assets using asset management tools
• Set up new hire computer equipment and VoIP Phones
• Administer Active Directory Users and Groups on the domain
• Assist users with remote access through VPN.
• Ensure all ticket communication & follow up in a timely manner based on established SLA
• Diagnose and fix problems with Laptops and Desktops, as company standard hardware.
• Deploy, diagnose, and fix problems with iPhone and Android smartphones (MDM)
• Review current system and make technical/process recommendations for improving efficiency
• Implement and maintain security standards, procedures, and guidelines for multiple platforms
• Keep deployed systems up to date with OS, hardware and software patches and upgrades
• Demonstrate professionalism in response to customer requests
• Coordinate with customers to upgrade, retire or consolidate applications and server hardware as appropriate
• Research and/or contact vendors regarding technical problems and solutions

Technical Experience Should Include

• Strong Microsoft Windows background
• Knowledge of various computer software applications, hardware platforms, networking components and LAN/WAN architecture
• Experience installing, configuring, and troubleshooting Windows Operating Systems
• Installation and configuration of hardware and software
• Active Directory user account configuration and maintenance
• Proficiency in Microsoft Office suite (365 experience preferred)
• Experience troubleshooting common networking issues on client systems
• Strong knowledge of standard networking protocols such as TCP/IP, DHCP, DNS, and network hardware such as switches and routers

General Experience Should Include

• Experience in a fast-paced environment
• Deep interest in learning and developing new skills
• Excellent oral and written communication skills
• Strong organizational skills and ability to manage multiple tasks concurrently
• Excellent time management, scheduling, and organizational skills
• Ability to work well independently as well as follow detailed instructions for completing tasks
• Must be a team player and be able to work within all levels of a project team
• Excellent Customer Service skills
• Requires proactive problem solving and troubleshooting/diagnostic skills.
• Ability to lift standard PC equipment and peripherals for the purpose of installation / moves / replacements / etc. Approximately 50 lbs.
• Experience working in a corporate IT environment

Desired Experience Should Include

• An industry certification such as A+, Network +, MCSA, etc.
• Security + preferred
• Basic Microsoft Entra understanding
• ITSM preferably ServiceNow
• Intune
• Endpoint Management tools, preferably ManageEngine
• Microsoft 365 Administration

Minimum Training/Education Required

• Associate's, degree in Computer Science, Information Systems or related technical degree, or equivalent years of experience
• Minimum of three (2) years of experience in Service Desk environment

Clearance Requirements

• Ability to obtain/maintain a DoD SECRET clearance

Please Note: U.S. Citizenship is required for most MTSI positions.

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