Senior IT Administrator

Envizion IT is an IT service organization offering IT infrastructure support to over 50 customers throughout the West Michigan region.

Administrators are responsible for support request that require a level of troubleshooting or specific expertise.

Administrators escalate support requests to Engineers if they can not resolve it in an appropriate amount of time. They can also hand off ticket to Technicians if a set procedure can be written.

Administrators are responsible for supporting engineers in the implementation of infrastructure upgrades.

ENVIZION CORE VALUES:

TRUST - Execute at a high level of Alignment, Competence, Caring and Integrity

HUMILITY - No employee is above level 1 support and will jump in when necessary to provide the level of service required to delight our customers.

EMPATHY - Service our customers with a high level of ownership, user empathy, personality, and above all caring.

DISCIPLINED use of Envizion IT systems and checklists.

COMMUNICATION - write effective notes in tickets, document changes and improvements in the knowledge base. Verbal and written communications will be conducted at an appropriate length and creation time to cover relevant information without inflation/bloating.

SPEND MONEY LIKE IT'S OUR OWN - Don't buy or spend time on something you wouldn't buy or spend for yourself.

WORK OURSELVES OUT OF A JOB - Be a creative and motivated expert who is always looking for continual improvement.

Be STEWARDS of all things bestowed upon us. Conduct our business in a manner aligned with Biblical principals

Support and Maintenance

• Completion of tickets in a timely manner with excellent solutions
• Ability to troubleshoot, create a task and deescalate ticket to Technician
• Create documentation and procedures that result in efficient and repeatable outcomes of support requests
• Training and growth of Technicians
• Creating and approving of Client quotes for both commodities and projects
• Excellent Customer communication - clients are not calling for updates
• Creates and modifies existing systems to increase support efficiency and effectiveness
• Drive standards accross all customer environments.

Implementation

• Implementation and deployment of Microsoft365 environments including Exchange, Intune, Entra and Defender.
• Effectively supports Engineers in project rollouts

Continual Improvement: Our culture drives client success

• · Ability to identify inefficiency in current processes and create change to minimize support time.
• · Take pride in updating knowledge-based articles, documenting lessons learned.

Do you have a valid Driver's License license?, Do you have experience in Research?, Do you have a High school diploma or GED?, * College diploma or university degree in the field of computer science and/or 5 years equivalent work experience in a customer service support role.

• CompTIA, HDI, Microsoft and Cisco Certifications preferred.
• Experience with desktop and server operating systems.
• Extensive application support experience.
• Experience working in a team-oriented, collaborative environment.
• Familiar with RMM and/or MDM solutions

Technical Skills

• Administration and support of Microsoft 365 environments, including user access validation, license awareness, and responding to security-related access requests
• Working knowledge of Microsoft Entra ID (Azure AD), including identity verification and application access approval workflows
• Endpoint onboarding and configuration, including validation of standard software deployments, Company Portal, OneDrive configuration, drive mappings, and printer deployments
• Experience supporting and troubleshooting remote monitoring and management (RMM) tools and endpoint agents
• Familiarity with Windows server and file services, including shared drives, UNC paths, and user home directories
• Awareness of SaaS backup solutions and operational reporting (e.g., backup health notifications)
• General understanding of common business applications such as VPN clients, productivity software, document readers, and line-of-business tools

Knowledge Areas

• Managed Service Provider (MSP) operational environments, including multi-client support and escalation workflows
• Standardized user onboarding and deployment processes
• Documentation-driven operations, including checklists, standard operating procedures (SOPs), and internal knowledge bases
• Vendor and licensing lifecycle considerations, including product availability, alternatives, and sourcing paths, * Ability to provide culturally competent care with a wide range of individuals in a diverse community setting.
• The candidate is required to have a valid Michigan driver's license.
• Exceptional written and oral communication skills.
• Interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation., * High school or equivalent (Preferred)

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance