Information Technology - Systems Administrator I at Randstad USA

job summary:

• Answer, evaluate, and prioritize incoming ticketing system, telephone, voice mail, e-mail, and in-person requests for assistance from internal end-users experiencing problems with hardware, software, networking, and other computer-related activities across the agency.
  
  
• Provide advanced troubleshooting and diagnosis of complex systems to resolve problems with desktop computers and determine when to escalate issues to System Engineers for resolution.

 
location: Madison, Wisconsin
job type: Contract
salary: $20.33 - 25.33 per hour
work hours: 8am to 5pm
education: Bachelors
 
responsibilities:

• Support Wi-Fi connections/issues on both Agency provided equipment and guest/extranet Wi-Fi services.
  
  
• Setup and support PC hardware, peripherals, software and related devices.
  
  
• Diagnose, research, and identify solutions as required to resolve reported system issues, escalating or teaming with System Engineers as necessary.
  
  
• Install and support Microsoft client operating systems in an Enterprise environment.
  
  
• Install and support office productivity software, client and cloud-based.
  
  
• Support, install, administer, configure, and maintain commercial software applications as needed via an automation platform, including self-service access for user software installations.
  
  
• Follow agency protocols regarding use of directory services for managing access and deployment of device policy and account rights.
  
  
• Diagnose and resolve potential end user security breaches such as malware infections or escalate, as appropriate, to agency security leads.
  
  
• Assist in monitoring systems that track security across hardware and software on end-user devices.

Enterprise Device Configuration Management

• Act as Technical Service team's liaison to other teams when dealing with intake, transfer, and routing of user-reported incidents.
  
  
• Provide experience-based strategy and continuation planning for projects, including foresight and pre-planning where necessary.
  
  
• Administer the device operating system deployments and computer management automation platform (currently System Center) for the agency.
  
  
• Train new Help Desk employees as needed and provide documentation
  
  
• Perform comprehensive configuration management of computer settings to ensure proper security and feature availability.
  
  
• Support the installation, configuration and maintenance of commercial software applications as needed via automation platform, including self-service access for user software installations.
  
  
• Participate in ongoing improvements regarding use of directory services for managing access and deployment of device policy and account rights.
  
  
• Manage endpoint protection including automated remediation and updates.

Technology Help Desk Documentation.

• Provide direction and guidance for the processing and resolution of help desk tickets.
  
  
• Determine best mechanisms for assignment of help request tickets among team.
  
  
• Determine points of escalation for technology help from System Engineers by reviewing issues prior to escalation, whenever possible.
  
  
• Document knowledge in the form of knowledge base tech notes and articles
  
  
• Help create and modify technical help documents and FAQs for managed devices in coordination with requirements per System Engineers.
  
  
• Provide input on increasing and improving efficient end user support strategies.
  
  
• Work within the team to establish and maintain documentation on all platforms, protocols, standards, and system maintenance activities related to device management and troubleshooting

Required Experience:

• Microsoft Office 365 & Windows 10 Support
  
  
• strong communication (written and verbal)
  
  
• General software troubleshooting
  
  
• Experience creating standard operating documentation for processes that have not already been documented.
  
  
• Experience creating troubleshooting documentation for newly discovered software and hardware issues.
  
  
• Experie