Systems Administrator / Helpdesk Engineer (MSP)

  • Full-time

Company Description

TechKnowligence is an IT service provider - competing in the space commonly referred by many as a Managed Service Provider.  Essentially, companies that don't require a full-time in-house IT department can save money and gain better support by contracting out their server, network, system administration and helpdesk support duties.  This is exactly where we fit - viewing ourselves as an extension of that company, taking ownership of their IT tasks and responsibilities.

We're a very nimble company that excels at being responsive and creative with our solution approach for our clients.  We have a small, but discerning list of clients with an awesome tenure and relationship.  We focus on quality over quantity and integrity beyond reproach.  We don't aim to compete on volume or price.

Job Description

Position Title: Systems Administrator / Helpdesk Engineer 

Full time position (exempt from overtime)                                                Salary Range: DOE

Required Experience: 

2+ years applicable, related experience 

The ideal candidate will possess superb communication skills, be technically strong and able to troubleshoot a variety of computer issues.

Candidates must be self-motivated, have excellent customer service skills, and integrity beyond reproach.

The 50,000 foot overview

Work for a small business where your technical skillset will grow considerably and diversify as you're exposed to dozens of different client environments, rather than a large organization where your time is spent in countless meetings and conference calls... keep reading.  If you would refer to yourself as a Google Ninja relating to your search skills as you troubleshoot various issues... keep reading.  If you desire a hybrid work environment working remote as well as on-site with our clients - bringing enterprise solutions to the SMB space for 25 - 75 users... keep reading.  

Job Summary

The objective is to provide high quality, client-centric, exceptional customer service via remote and on-site support at multiple client locations.   You will primarily operate in a Windows environment and are expected to provide end user support and will require various troubleshooting functions as necessary. 

ESSENTIAL FUNCTIONS

You are responsible for the first tier of helpdesk support, computer provisioning, installation and maintenance of systems hardware and software at various locations around Dallas.  This individual ensures that system hardware, operating systems, software systems are monitored to optimize reliability and uptime and updated accordingly.  This individual will develop and review IT processes and procedures, maintenance guidelines and documentation of client network environments.This individual will assist in project management, definition of needs, benefits, and technical strategy; research & development within the project life-cycle; technical analysis and design; and support of operations staff in executing, testing and rolling-out solutions.This individual will have expert-level proficiency with Windows 7 / 10 to better support end users. 

    Typical Duties and Responsibilities

    • Help desk - tier 1 support (triage tickets, basic troubleshooting and remediation, escalate to tier 2 / 3 as needed).
    • Proactive maintenance, monitoring, documentation, and testing of client network environments through a combination of scheduled onsite and remote work utilizing necessary independent judgment and discretion
    • Perform desktop and network diagnosticsmaintenance and repairs, including updates to applications and the O/S
    • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
    • Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary - coordinate and communicate with impacted constituencies.
    • Develop and maintain installation and configuration procedures and system standards
    • Maintain accurate and up to date documentation of client’s network environment and supporting material that ensures consistent quality remote support by any member of the Service Delivery Team
    • Develop subject matter expertise to diagnose and remedy application and end user issues as needed or upon request; expected to contribute to peer training activities
    • Project Deployment – work with assigned project leads, complete assigned  tasks within defined scope and timeline to ensure the successful deployment of I.T. projects for our clients
    • Provide escalation support to diagnose and troubleshoot issues escalated by clients or other members of our team
    • Professionally document all work performed and submit accurate, detailed timesheet on a weekly basis
    • Participate in the on call rotation which may include after-hours onsite support

    This position description is a communication tool and is not intended to be all-inclusive.  Employee may be required to perform other duties to meet the ongoing needs of the organization.

    Qualifications

    Minimum Qualifications

    2+ years work experience in windows desktop administration, systems software and support.

    Ability to plan, organize and document complex system design; configure systems to be consistent with policies/procedures; communicate technical/complex information both verbally and in writing; establish and maintain cooperation, understanding, trust and credibility; perform multiple tasks concurrently and respond to emergency situations effectively.

    Must thrive in a self-directed environment, capable to prioritize tasks on your own and be a strong troubleshooter and problem solver.  Accountability and communication of tasks and activities to manager via designated tools ensures a high degree of autonomy.

    Additional Information

    Work Environment and Culture

    Work culture is a small company, requiring the ideal candidate to be nimble and a self-starter accountable for their time and task management.  Work performed remotely and at client sites - typically ranging from 25 - 75 users in size.

    Work performed primarily in an office environment, consisting of light to moderate physical activity (lifting up to 50 pounds, use of power tools or work on a ladder may be necessary in the course of your duties).  Including use of computer, telephone and/or other office equipment.  

    • Responsibilities occasionally require working evenings and weekends, 
    • Reliable transportation required along with clean driving record and required insurance coverage.
    • No regular travel required – client service area within 25 miles of office.