IT Administrator
Summary
An IT Administrator provides end-to-end technical support across Tiers 1-3, resolving user issues, managing servers/networks, and ensuring IT system reliability with troubleshooting and documentation.
Department: Information Systems
Reports To: Infrastructure Manager
Summary/Objective
We are seeking an experienced Technology Administrator proficient in providing comprehensive support across Tiers 1-3. The ideal candidate will be responsible for delivering prompt, professional, and expert-level technical assistance to users, managing server and network issues, and ensuring the smooth operation of IT systems. This role requires strong problem-solving skills, a commitment to excellent customer service, and the ability to adapt to a dynamic work environment.
Essential Accountabilities
Tier 1 Support:
- Respond to and resolve user inquiries via phone, email, or chat regarding software, hardware, and network issues.
- Provide first-level troubleshooting for user account issues, application errors, and basic connectivity problems.
- Document user interactions and create detailed tickets in the IT service management system.
- Guide users through standard processes for resetting passwords, configuring printers, and basic software installations.
- Maintain inventory controls for all hardware and software
Tier 2 Support:
- Diagnose and resolve more complex technical issues escalated from Tier 1, including operating system errors and application malfunctions.
- Assist with intermediate-level network troubleshooting, including IP configurations, VPN setups, and firewall checks.
- Collaborate with other IT team members to identify and mitigate recurring issues.
- Perform maintenance and updates for user accounts, security settings, and access permissions.
- Provide all systems management for Windows updates, security patches, and hardware upgrades
Tier 3 Support:
- Address advanced technical challenges involving server management, system integration, and data recovery.
- Troubleshoot critical network issues such as switches, routers, and advanced connectivity problems.
- Work closely with system and network administrators to implement advanced IT solutions and upgrades.
- Assist in the deployment and monitoring of server environments, including performance tuning and resource allocation.
- Document resolutions and create knowledge base articles to support Tier 1 and Tier 2 teams.