Overview:
The Systems Administrator serves as a versatile technical resource for employees across all Alterman locations, providing both on-site and remote support. This role combines service desk support, endpoint administration, field support, and IT service management (ITSM) platform administration into a single function responsible for managing incidents, service requests, onboarding and offboarding activities, device deployments, site support, and day-to-day system administration tasks. The position operates in a variety of environments, including headquarters, regional offices, and construction sites, and requires a strong focus on documentation to ensure incidents, requests, configurations, and procedures are accurately maintained. The Systems Administrator also collaborates with and escalates complex technical issues to the Senior Systems Administrator as needed.
Essential Functions:
1. Technical Support & System Administration: 30%
- Monitors support queues and prioritizes tickets to ensure timely response in accordance with Service Level Agreements (SLAs).
- Diagnoses and resolves technical issues related to hardware, software, network connectivity, mobile devices, and AV equipment.
- Provides remote and on-site technical support across headquarters, regional offices, job sites, and remote locations, including travel when remote support is not feasible.
- Supports server rooms, MDFs, and IDFs through cabling, equipment checks, and physical troubleshooting activities.
- Documents incidents, investigations, troubleshooting activities, and resolutions within the ITSM platform.
- Escalates complex technical issues to the Senior Systems Administrator and participates in the Incident Response Plan (IRP) as needed.
2. Endpoint & Device Management: 20%
- Builds, images, deploys, configures, and maintains company-issued devices and related applications.
- Administers and troubleshoots endpoint management solutions, including Microsoft Intune device enrollment and compliance policies.
- Performs routine system maintenance, including software updates, security patching, and system health checks.
- Supports technology refresh initiatives, equipment upgrades, device replacements, and repairs across headquarters and remote locations.
- Assists with technology setup for new office locations and job site trailers, including workstations, printers, phones, and related equipment.
- Supports office moves, relocations, and equipment deployments to minimize operational disruption.
3. ITSM, Documentation & Knowledge Management: 20%
- Processes service requests and incidents through the ITSM platform in accordance with established workflows and procedures.
- Builds and maintains accurate and thorough technical documentation, including knowledge base articles, site configurations, network diagrams, inventories, and security procedures.
- Assists with ITSM platform workflows, automations, service catalog maintenance, and request fulfillment processes.
- Identifies recurring issues and recommends process improvements, system enhancements, and user training opportunities.
4. Identity & Access Management: 15%
- Manages Active Directory, Entra ID, and Microsoft 365 user accounts, security groups, distribution lists, licenses, and access permissions.
- Supports employee onboarding and offboarding activities, including account provisioning, system configuration, access revocation, and account disablement.
5. Inventory & Asset Management: 10%
- Maintains technology inventory and tracks assets deployed to offices and field locations.
- Coordinates shipping, receiving, deployment, and decommissioning of technology equipment for offices and job sites.
- Monitors and supports shared technology resources and facilities, including conference rooms and common-area equipment.
6. Performs other duties as assigned. 5%
Education and Experience:
- Bachelor’s degree in Computer Science, Information Technology, Information Systems, or related field preferred; equivalent combination of education and experience will be considered.
- Minimum 3-5 years of experience in service desk, end-user support, field services, or system administration required; OR minimum of 5 years of progressive Technology experience.
- CompTIA A+ and/ or Network+ certification preferred.
- Microsoft Associate-level certifications preferred (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate).
- ITIL Foundation certification preferred.
Skills/Abilities:
- Excellent communication skills with the ability to explain complex technical concepts to non-technical users.
- Strong customer service skills with the ability to take ownership and carry issues through to resolution.
- Excellent time management skills with the ability to manage multiple tasks in a high-pressure environment.
- Able to:
- Work independently with minimal supervision.
- Work in diverse environments including construction job sites.
- Work flexible hours including early mornings, evenings, or weekends as needed.
- Work overtime and participate in on-call rotation as needed.
- Maintain a valid driver's license and travel to job sites as needed.
- Strong documentation skills.
- PowerShell scripting proficiency required; ability to read, modify, and create scripts for Active Directory and Microsoft 365 administration.
- Understanding of networking fundamentals including Transmission Control Protocol/Internet Protocol (TCP/IP), Domain Name System (DNS), Dynamic Host Configuration Protocol (DHCP), and wireless connectivity.
- Understanding of ITIL framework and service management principles.
- Knowledge of Service Level Agreements (SLAs) with demonstrated ability to meet or exceed service standards.
- Strong knowledge of endpoint and desktop technologies (e.g., Microsoft Windows 10/11, Microsoft and Dell family of hardware, Apple iOS and iPhone/iPad hardware, Microsoft Intune and Endpoint Management).
- Strong knowledge of identity and Microsoft 365 technologies and services (e.g., Microsoft Active Directory and Entra ID services, Microsoft 365 applications and services including Office, Exchange Online, SharePoint, and Teams, Group Policy and access controls, and PowerShell for Active Directory administration).
- Strong knowledge of infrastructure and field technologies (e.g., network troubleshooting for switches, routers, and wireless access points, audio visual (AV) equipment and conference room technology, VoIP phone systems, basic cabling and network infrastructure, and remote support and management tools).
- Strong knowledge of ITSM and business systems (e.g., ticketing and ITSM platforms, knowledge base platforms, and enterprise-level SaaS platforms such as ERP, HRMS, and PMS systems).
Work Environment:
- Office environment and field locations, including regional offices, construction job sites, server rooms, MDFs, IDFs, job trailers, and temporary office spaces.
- Travel required to support company operations and project needs (up to 25–50%).
- Occasional exposure to outdoor conditions such as heat, cold, or dust may occur.
Physical Demands:
- Prolonged periods of sitting at a desk and working on a computer.
- Manual dexterity associated with computer data entry required.
- Must be able to:
- Lift, carry, and set up technology equipment up to 50 lbs.
- Climb ladders, bend, and work in confined spaces.
- Stand for extended periods during site deployments.
