IT Systems Administrator Help Desk Support - level I

The Novvia Group, a global leader in packaging distribution, is currently searching for an IT Systems Administrator / Help Desk Support (Level 1) to join the team based in Maryland Heights, MO.

This position is critical to the long-term success of the Novvia Group, and will assist the Director of IT in providing operational and end-user support across the organization.

Title: System Administrator / Help Desk Support

Department / Location: Novvia Group – St. Louis (Maryland Heights offices)

Reports to: Associate Director of IT

Employee Type: Full-time, exempt

Job Objective:

The primary goal is to assist the Associate Director of IT in providing customer & operational support to all end users. System administrators are responsible for the maintenance, configuration, and reliable operation of computer systems and for assisting where needed, the MSP (Managed Services Partner) with Microsoft 365 administration (Mail, OneDrive, Intune, Azure AD, SharePoint, Teams), Cloud spam filter and archiver, Microsoft Servers (Cloud or Physical), FortiGate firewalls, and other network equipment. They install hardware and software and participate in research and development to continuously improve and keep up with the IT business needs of their organization. System administrators also actively resolve problems and issues with computers, ERP, software, networking, and systems to limit work disruptions within the company. They will be responsible for building on and maintaining a complete working knowledge and understanding of all cloud and software systems and hardware from the end user`s perspective.

Responsibilities:

• Manages, maintains, troubleshoots, and supports our corporate networks, servers, software, Cloud, and services.
• Complete projects and tasks assigned by the Senior or Associate Director of IT.
• Identifies problems and works within a structured problem management and resolution process to remediate them within established SLAs.
• Identifies, documents, and troubleshoots computing issues to resolution and maintains user satisfaction.
• Utilizes service-specific tools and technologies to deliver on-site user support services.
• Updates ticket request information with accurate documentation of all activities conducted.
• Participates in ongoing training and attainment of manufacturer certifications to further develop your technical skills.
• Develops and maintains relationships with users that further develop our team's positive reputation through exceptional customer service.
• Maintains relationships with vendor contacts that are beneficial to the company.
• Develop personal skills to work individually efficiently and effectively and as a member of the Novvia IT team.
• Identify trends and propose solutions that head off recurring and future issues.
• Manages onboarding and offboarding of new end users via Microsoft 365 End Point Manager.
• Troubleshoot SaaS (Microsoft 365 products, Epicor, etc..) issues as they arise.
• Provide hands-on presence to assist MSP in installing and upgrading computer components and software, managing virtual servers, and integrating automation processes.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing the impact of issues.
• Provide documentation and technical specifications to IT document repository (IT Glue).
• Follow up on regular backup operations and work with MSP to implement appropriate processes for data protection, disaster recovery, and failover procedures
• Work with MSP as in-house hands-on technical expertise to augment helpdesk support efforts, making sure all desktop applications, workstations, and related equipment problems are resolved promptly with limited disruptions

• Provides end-user software and hardware troubleshooting and support.
• Ensures that requests and inquiries are resolved within the agreed-upon time frames.
• Applies diagnostic techniques to identify problems, investigate causes, and recommend solutions.
• Maintains and repairs computer equipment or recommends purchase or repair if necessary.
• Assists in the evaluation, testing, and recommendation of all hardware and software.
• Maintains current knowledge of relevant technologies as assigned.
• Read, understand, and utilize computer equipment and software manuals.
• Learns and understands the process flow and relationships of ERP modules: financial, engineering, purchasing, inventory management, and manufacturing operations etc.
• Works to expand their knowledge of ERP Systems including taking training where needed to enable proper administration and support of the system and become an in-house SME (Subject Matter Expert) on the ERP System
• Assists with designing, building, testing and troubleshooting system changes
• Plans for and prepares system upgrades and enhancements
• Reviews updated inventory lists provided by MSP.
• Keeps documentation up to date – network diagrams, IT maps etc.

Relationships and Roles:

Internal / External Cooperation

• Proactively establishes and maintains effective working team relationships with all support departments and management levels.
• Maintains a high level of customer and vendor relationship skills, problem solving skills, and a strong work ethic to maintain competitive positioning and ensure high levels of customer satisfaction.

Job Specifications and Education Requirements:

• Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
• 3-5 years of database, network administration, or system administration experience
• Strong knowledge of systems and networking software, hardware, and networking protocols
• A proven track record of developing and implementing IT strategy and plans.
• Strong knowledge of implementing and effectively developing helpdesk and IT operations best practices, including expert knowledge of security, storage, data protection, and disaster recovery protocols.
• Experience with current Microsoft Server OS's.
• Experience with Microsoft 365.
• Experience with Microsoft Entra (Azure AD), Microsoft Endpoint Manager (Intune), Windows Autopilot, Azure AD Connect, Microsoft 365 SharePoint, Power Automate, and Microsoft Bookings.
• Experience with PowerShell scripting.
• Experience with full Microsoft 365 mail migrations.
• Experience with building and configuring Microsoft Azure environments.
• Experience with Microsoft Azure Virtual Server, Hyper V, and VMware virtualization.
• Experience with troubleshooting, configuring, and supporting small to enterprise-level Active Directory environments.
• Experience with implementing and administration of enterprise switches, firewalls, routers, and wireless access systems.
• Experience with installing and troubleshooting network infrastructure.
• Knowledge of networking concepts, computer components, LAN/WAN, DNS, DHCP, NAT, SSLVPN, Site to Site VPN, ACL's, browsers, and mobile devices.
• Ability to clearly communicate highly complex matters and concepts to a target audience.
• Team player with the ability to conduct work with utmost confidentiality and professionalism.
• Excellent communication skills with customer service orientation and an ability to work well with all levels of the organization.
• Able to manage, resolve, and/or escalate areas of conflict with cross-functional issues.
• Able to demonstrate professional and empathetic behavior in the resolution of both routine and complex user problems.
• Manage multiple high-priority initiatives in a fast-paced, highly technical environment.
• Ability to perform well under pressure
• Highly self-motivated and directed.
• Keen attention to detail.
• Experience with FortiGate Firewalls a plus.
• Experience with solving computer-related problems
• Experience working with company escalations
• Strong organization and time management skills
• Strong analytical and problem solving skills
• Ability to work in a team environment – team oriented
• Self-starter and ability to multitask
• Strong work ethic with attention to detail and accuracy
• Ability to lift approximately 25 pounds unassisted and safely.
• Visibility requires maintaining a professional appearance and providing a positive company image to customers and vendors

Desired Certifications:

• MCP - Azure Administrator Associate
• MDAA – Modern Desktop Administrator Associate
• CCNA – Cisco Certified Network Associate
• MCSE – Microsoft 365 Enterprise Administrator Expert
• CompTIA Server +, A+, Security +, Cloud + or Network +