• Possesses beginning to working knowledge of subject matter.
• Performs systems administration related to client systems and infrastructure
• Follows internal process for handling requests, updating clients and other administrative tasks
• Uses tools available to research solutions and provide assistance to clients
• At least one of the following industry certifications is required:
o MCTS: Windows Server 2012 R2/2016/2019
o 1 Core Exam towards MCSA Server 2012 R2/2016/2019
o MCTS: Exchange 2013/2016/2019
o 1 core exam towards MCSE: Messaging (Exchange 2013/2016/2019)
o CompTIA Server+
o MCITP: Office 365 Administrator
o Cisco Certified Network Administrator (CCNA)
o Apple Certified Technical Coordinator (ACTC)
o Advanced certifications may be substituted in lieu of the above requirement based on staffing needs.
• Thorough working knowledge of the following technologies:
o Current desktops, laptops, servers and networking
o Current Windows Desktop Operating Systems
o Current Windows Server Operating Systems and services
o Windows Active Directory (User Management/Administration/Group Policy)
o Current Exchange Server/O365
o Current firewalls and security
o Common desktop applications including Microsoft Office Suite
o Common TCP/IP services including HTTP, FTP, DNS, and DHCP
• Ability to problem solve with assistance
Experience, Educational Reqts and Certifications
• Typically requires a High school or equivalent, bachelor's degree and 0 to 1 years of experience.
• Performs work under direct supervision.
• Handles basic issues and problems, and refers more complex issues to higher-level staff.
• Some customer service and related technologies preferred
• ITIL Foundations v3+ preferred
• Call center and/or internal helpdesk experience preferred