IT Support Administrator

Job description

IT Support Administrator

Key Responsibilities

Provide Tier 1 and Tier 2 support for desktop, laptop, mobile device, application, access, and security-related issues. Diagnose, troubleshoot, and resolve hardware, software, networking, and business application incidents and service requests. Escalate complex issues to senior technical teams and collaborate through resolution. Build, configure, deploy, and maintain endpoint devices using standardized imaging and provisioning processes.

Manage and document all work through the IT service management (ITSM) ticketing platform while meeting established service level objectives. Deliver remote support to employees across U.S. and international office locations. Support Microsoft 365, collaboration tools, endpoint management solutions, and corporate applications. Assist with onboarding, offboarding, employee relocations, and technology refresh initiatives. Create, maintain, and improve technical documentation, knowledge base articles, and support procedures.

Conduct one-on-one and small-group end-user training sessions on supported technologies and best practices. Manage the lifecycle of corporate IT assets, including procurement, receiving, inventory management, deployment, recovery, and disposal. Partner with vendors and service providers to support infrastructure, hardware, software, and telecommunications solutions. Participate in office technology projects, site support activities, and periodic travel as required.

Required Qualifications

Minimum of 2 years of experience in an IT Support, Help Desk, Desktop Support, or End User Services role. Strong customer service mindset with excellent interpersonal and communication skills. Experience troubleshooting and supporting Windows 11 and macOS environments. Experience with endpoint imaging, deployment, and management platforms such as Microsoft Intune, SCCM/MECM, KACE, LANDesk, or similar solutions. Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.

Experience working with IT ticketing and service management platforms. Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail. Self-motivated with the ability to work independently and collaboratively within a team environment. Strong written and verbal communication skills. Demonstrated adaptability, initiative, and commitment to delivering high-quality support. Ability to safely lift and move IT equipment, including desktop computers, monitors, printers, and related hardware.