System Administrator I

This position sits within our IT Infrastructure division, which handles the combined set of software, hardware, networks, and facilities used to develop, test, deliver, monitor, control, or support IT Services.

The Opportunity

The Systems Administrator - L1 will be the first “live” interaction with all our users and their requests for support that are submitted.  A request for support can be submitted via 3 different methods: Telephone call, emails to the Service Delivery Department, or a ticket has been created.  The L1 will contact the user and verify the information in the ticket or request.  Once verified, they will triage the ticket to either a back-office department for support, a L2 technician, or eventually solve the issue for the user.  In addition, there will be other duties within the department, such as hands-on workload of staging and imaging computers, repairing computers, and refurbishing computers.  During the day this person may be shipping equipment to users as well.  You will be working hand in hand with the Senior System Administrator and the Service Delivery Manager. 

The ideal candidate would be a person who verbally communicates well, has good written skills, is organized, has good technical abilities, can manage their way around Microsoft Windows, can lift and pack boxes when needed, and can follow a process.   Also, a desire to learn and grow within the Service Delivery Department and IT in general is a plus.  Additional responsibilities are given as the candidate grows within the position and can be a step toward other areas within our Information Technology Department. Lastly, these positions can become partial remote/work from home.

What You’ll Be Doing
                                                                                                                           

• Monitor the Help Desk ticket queue for new requests
• Answer the Help Desk phone and email for when a support request comes in
• Work with the L2 System Administrators keep the workload level amongst the team, dispatching tickets to L2 people who are free
• Move support requests to back-office teams that support other software products and services
• Staging laptops, imaging laptops, and packaging and shipping laptops to users who are due for a refresh of their equipment
• Box and ship equipment for users who have peripherals that have broken or failed and need replacement
• Learning our Infrastructure and systems is a must, both hardware and software:
  • Hardware: Dell Computers, Apple MacBook computers, Headsets, webcams, keyboard, mice.
  • Software (standard): MS Windows 10 pro, Goto Meeting/Zoom conferencing, Ring Central phone system, Microsoft Office 365 Apps
• Tracking and documenting computer asset inventory equipment company wide
• Log all help desk interaction within ticket tracking system, responsible for escalating issues that cannot be resolved or have been raised by a VIP.
• Anticipates, identifies, and articulates problem areas and helps in developing preventative solutions.
• Strong focus on customer service, customer communication, quality, and accuracy.
• Assist in the creation of any customer documentation we can provide to our users, where needed.
• This job description in no way implies that the duties listed here are the only ones that team members can be required to perform

What You Bring to the Team

• Self-starter capable of working independently with minimal supervision, and the ability to use independent judgment in matters that causing impact to the business.
• Skills required include excellent customer service, troubleshooting, problem solving used in answering technical support phone calls, voice messages, emails, and monitoring helpdesk ticketing system from end user’s request.
• Basic skills with Apple and Microsoft operating systems, Microsoft Office 365 and other related company applications such as but not limited to Citrix, Share Point, Remote/VPN software and ERP accounting software.
• Demonstrated initiative to remain current in skill development and knowledge of hardware and software used by the company
• Excellent oral and written communication skills, particularly over the telephone and email.
• 2 Year Degree and ability to demonstrate required skills required for role or currently in school in a computer related curriculum
• Certifications such as A+, Network+, and/or MCP are strongly preferred.
  • MCSE: Windows Enterprise Desktop Administrator
  • MCSE: Windows Enterprise Desktop Support Technician
• Ability to demonstrate knowledge in applicable areas of technology.

Physical Demands and Work Environment:

• The physical activities of this position include frequent sitting, telephone communication, working on a computer for extended periods of time. Visual acuity is required to perform activities close to the eyes.
• Must be able to lift or carry 60 pounds occasionally.
• Ability to work remotely in the United States or Canada.

E-Verify Statement 

ConstructConnect utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for ConstructConnect is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website. E-Verify® is a registered trademark of the United States Department of Homeland Security. 

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