Junior System Administrator

• Serve as the primary escalation point for the Help Desk Technician - receiving, prioritizing, documenting, and resolving escalated requests through the IT ticketing system, and performing post-resolution follow-up to confirm satisfaction.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations, laptops, and related hardware and software, including operating-system and application deployment and imaging.
• Assist senior administrators in administering the Microsoft 365 environment - Exchange Online, Teams, SharePoint, and OneDrive - including user account provisioning, changes, and deprovisioning, and license assignment.
• Perform identity and access management tasks on the company’s Okta single sign-on (SSO) and multi-factor authentication (MFA) platform, federated with Microsoft 365 / Entra ID - including onboarding and offboarding, group membership, password resets, and MFA enrollment and troubleshooting.
• Deploy, update, and support endpoint security agents (Carbon Black EDR); monitor and respond to EDR alerts; and assist users with security awareness, phishing reporting, and the email-security platform (Mimecast).
• Assist senior administrators with the setup, maintenance, and monitoring of network and server infrastructure, including DHCP, DNS, and proper IP address management.
• Assist with Group Policy Object (GPO) and device configuration development, testing, and rollout.
• Assist with patch management - deploying and verifying operating-system, application, and firmware updates across endpoints and servers.
• Assist with backup and recovery operations - verifying job completion, monitoring repositories, and supporting restore testing - under senior administrator direction.
• Maintain an accurate inventory of computers, servers, peripherals, and IT assets, documenting installation, repair, and removal in the asset-management system, including lifecycle, license, and warranty tracking.
• Troubleshoot laser and label printers and other peripherals; identify issues and repair or replace parts as needed.
• Perform preventive maintenance, including inspection and cleaning of workstations, printers, and peripherals.
• Create and maintain technical documentation, standard operating procedures (SOPs), and knowledge-base articles for supported systems and recurring tasks.
• Conduct quarterly “Lunch and Learn” end-user training sessions and identify automation and self-service opportunities for continuous process improvement.
• Collaborate with senior systems and network administrators to ensure efficient, secure operation of the computing environment.
• Assist in developing long-term strategies and capacity planning for future infrastructure, endpoint hardware, software, and lifecycle needs.
• Other duties as assigned. Some maintenance, updates, and patching may require occasional evening or weekend hours.

• Associate’s degree in computer science or a related field, trade or technical school certification, and/or 2-4 years of equivalent experience.
• CompTIA Network+, a Microsoft certification, or a comparable IT certification preferred.
• Working knowledge of current Microsoft Windows desktop and Windows Server operating systems and Microsoft 365 cloud productivity, identity, and collaboration applications.
• Working technical knowledge of a Linux server distribution (such as AlmaLinux or RHEL) at an administrative user level - editing files, using basic commands and utilities, navigating the file system, installing software, and basic I/O redirection.
• Familiarity with cloud identity and access management - directory services, SSO, and MFA. Hands-on experience with Okta (SSO/MFA) federated to Microsoft 365 / Entra ID is a plus.
• Familiarity supporting endpoint security (EDR), single sign-on / MFA, and email-security platforms - such as Carbon Black, Okta, and Mimecast - preferred.
• Understanding of network fundamentals, including TCP/IP, DHCP, DNS, and common protocols and standards.
• Experience using an IT ticketing / help desk system and remote-support tools.
• Strong hands-on hardware troubleshooting experience across PCs, servers, mobile devices, printers, and peripherals.
• Good interpersonal, written, and verbal communication skills, including the ability to present technical ideas in user-friendly language.
• Ability to research technical and networking issues and products as required.
• Strong analytical and problem-solving abilities with attention to detail.
• Self-motivated, with the ability to effectively prioritize and execute tasks in a fast-paced environment.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to operate tools, components, and peripheral accessories.
• Ability to work seated or standing for long periods of time.
• Ability to lift up to 50 lbs. on occasion.

Key Measurements:

• Response and resolution time against service-level targets for escalated issues.
• Quality of problem resolution and end-user (customer) satisfaction.
• Accuracy and completeness of ticket, asset, and configuration documentation.
• Reliability of supported systems - uptime, patch compliance, and backup success.
• Adherence to standard operating procedures, change-control, and IT security policies.