SYSTEMS ADMINISTRATOR/ HELPDESK SPECIALIST

Systems Administrator / Helpdesk Specialist bridges the gap between daily user support and infrastructure management. This role ensures smooth office operations while maintaining the reliability, security, and performance of server and network infrastructures.
Job Summary
The Mid-Level IT Systems Administrator & Helpdesk Specialist manages core server infrastructures, local networks, and cloud environments while serving as an escalation point for user support tickets. This individual splits time between hands-on systems maintenance and delivering technical support to internal staff. The ideal candidate works independently, automates routine tasks, and ensures high systems availability.
Core Responsibilities

Infrastructure Management: Maintain, configure, and upgrade on-premises servers, cloud directories, and essential corporate networking gear.
On-Site Support: Resolve helpdesk tickets involving hardware, software, security, or connectivity bottlenecks.
Identity & Access Management: Provision, modify, and audit user permissions, access groups, and internal security policies.
Automation & Scripting: Write basic scripts to automate repetitive system tasks, account creations, and routine system maintenance.
Backup & Data Security: Execute routine system backups, monitor logs, and test data recovery procedures to avoid business downtime.
Documentation & Training: Build internal knowledge base articles, map out network workflows, and document standard troubleshooting guidelines.
ERP support: Administer, maintain and the FeneVision ERP platform.
Reporting: Design and develop custom operational, financial, and inventory reports using SQL Server Reporting Services (SSRS) and Crystal Reports.

Required Technical Skills

Operating Systems: Strong administration skills in Windows Server and Workstation environments.
Directory Services: Working proficiency with Active Directory, Microsoft Entra ID (Azure AD), Group Policy Objects (GPOs), and Single Sign-On (SSO).
Cloud & SaaS: Hands-on administration of Microsoft 365, Google Workspace, and cloud platforms like AWS or Azure.
Networking Basics: Solid understanding of TCP/IP protocols, DNS management, DHCP configurations, VLANs, and VPN setups.
Scripting Languages: Familiarity with PowerShell to automate administration work.
Security & MDM: Experience with endpoint security tools and Mobile Device Management (MDM) suites like Microsoft Intune

Soft Skills & Qualifications

Problem-Solving: Ability to perform deep root-cause analysis on multi-layered technical glitches under pressure.
Clear Communication: Ability to translate technical problems into simple, understandable terms for non-technical users.
Time Management: Capacity to switch context quickly between critical infrastructure alerts and high-priority user tickets.
Experience: Minimum of 3 to 5 years of dedicated IT support, helpdesk escalation, or systems administration experience.
Preferred Certifications: CompTIA Network+/Security+, Microsoft Certified: Azure Administrator, or Cisco CCNA.

Sample Key Performance Indicators (KPIs)

First-Contact Resolution: Maintaining high resolution rates on support requests.
System Uptime: Keeping critical corporate applications and server operations running smoothly.
Ticket SLA Compliance: Meeting designated internal deadlines for standard helpdesk ticket responses.