Senior Technical Operations Administrator

Job Title: Senior Technical Operations Administrator

Position Summary: Pharma Logistics is seeking a customer-focused, hands-on Senior Technical Operations Administrator to join the Technology Operations team. This role will be heavy on systems administration, infrastructure support, Microsoft management, VMware, Nimble storage, network support, security, and advanced user support. This person will also serve as the face of Tech Ops for employees and business partners by providing patient, clear, professional, and timely support that helps users stay productive and creates a service experience that delights customers.

Job Responsibilities:

Customer-Facing Tech Ops and User Support

• Serve as a primary point of contact for employees needing technical support, infrastructure assistance, access support, device support, and operational technology help.
• Provide responsive support for warehouse, office, and remote users while maintaining a professional, calm, and service-oriented approach.
• Troubleshoot user issues across Windows laptops/desktops, Microsoft 365, Teams, Outlook, printers, scanners, mobile devices, VPN/connectivity, shared drives, access permissions, and business applications.
• Help users understand common technology processes, including password resets, MFA, device setup, printing/scanning, basic application usage, and secure support practices.
• Communicate clearly with users by setting expectations, providing status updates, explaining next steps, and confirming resolution before closing support requests.
• Identify recurring user issues and create or improve knowledge base articles, quick reference guides, and support documentation.
• Support user onboarding, offboarding, hardware deployment, profile setup, access provisioning support, workstation readiness, and new hire technology orientation.
• Partner with the help desk and other IT team members to resolve escalated tickets, reduce repeat incidents, and improve the user experience.
• Support critical early-morning operations to help ensure users can begin work on time and business processes remain uninterrupted.

Systems Administration and Microsoft Management

• Administer, maintain, and support Microsoft-based infrastructure and enterprise technology services.
• Manage Active Directory, Group Policy, Microsoft 365, Exchange Online, Teams, SharePoint, Entra ID/Azure AD, and endpoint management tools.
• Perform server administration, patching, monitoring, performance tuning, upgrades, and routine maintenance.
• Maintain technical documentation, operational procedures, infrastructure diagrams, and support standards.
• Support backup, disaster recovery, retention, system health monitoring, and event log troubleshooting.

VMware and Storage Administration

• Administer and support VMware vSphere and virtual machine environments.
• Monitor virtualization performance, capacity, high availability, and disaster recovery readiness.
• Administer and support Nimble Storage environments, including performance, redundancy, replication, capacity, and maintenance activities.
• Troubleshoot infrastructure issues across server, storage, virtualization, and related systems.

Network and Security Support

• Support LAN, WAN, wireless, VPN, switching, routing, DNS, DHCP, TCP/IP, and secure connectivity services.
• Troubleshoot network connectivity issues and coordinate with vendors or service providers as needed.
• Support cybersecurity initiatives, vulnerability remediation, security monitoring, system hardening, and access controls.
• Assist with incident response, audit support, security policy enforcement, and continuous improvement of cyber defense practices.

Desktop Support and Issue Resolution

• Provide advanced desktop support for Windows devices, printers, scanners, mobile devices, conference room technology, and business applications.
• Resolve escalated help desk tickets and complex technical issues with a strong ownership mindset.
• Support hardware imaging, deployment, replacement, troubleshooting, warranty coordination, and lifecycle management.
• Assist users with training, adoption, and practical guidance to improve productivity and reduce recurring issues.
• Partner with IT team members and vendors to resolve hardware, software, network, security, and infrastructure issues.

Required Qualifications

• Minimum 7 years of proven experience in systems administration, infrastructure support, technical operations, desktop support, or a similar IT role.
• Strong hands-on experience supporting users in a business environment, including hardware, software, access, Microsoft 365, endpoint, printer/scanner, and connectivity issues.
• Strong hands-on experience with Microsoft administration, including Microsoft 365, Active Directory, Group Policy, Entra ID/Azure AD, Exchange Online, SharePoint, Teams, and Windows Server.
• Experience supporting VMware environments and enterprise storage platforms, preferably Nimble Storage.
• Strong understanding of networking concepts, including LAN, WAN, VPN, DNS, DHCP, TCP/IP, routing, switching, and network troubleshooting.
• Working knowledge of cybersecurity concepts, endpoint security, access control, system hardening, monitoring, vulnerability remediation, and incident response support.
• Excellent verbal and written communication skills with the ability to support both technical and non-technical users.
• Strong customer-service mindset with a demonstrated ability to delight customers through professionalism, responsiveness, patience, and follow-through.
• Ability to prioritize multiple issues, work independently, document work clearly, and support urgent operational needs.
• Must be local to Libertyville, Illinois, or surrounding suburbs and able to work onsite five days per week.
• Must be able to start work at 6:00 AM to support early business and warehouse operations.

Preferred Qualifications

• Experience in logistics, healthcare, pharmaceutical, distribution, or warehouse operations environments.
• Experience supporting warehouse technology such as scanners, label printers, shared workstations, and operational peripherals.
• Experience with Palo Alto firewalls or other next-generation firewall platforms.
• PowerShell scripting or automation experience.
• Microsoft, VMware, Cisco, networking, security, or infrastructure-related certifications.
• Experience mentoring junior support staff or contributing to a structured knowledge base.

Core Competencies

• Customer Service Excellence - consistently communicates, follows up, and delivers a positive support experience.
• User Enablement - helps employees use technology effectively, confidently, and securely.
• Technical Ownership - takes accountability for systems, user issues, documentation, and resolution quality.
• Infrastructure Administration - maintains reliable, secure, and efficient server, storage, virtualization, endpoint, and network platforms.
• Troubleshooting and Root Cause Analysis - diagnoses problems thoroughly and recommends sustainable fixes.
• Security Mindset - supports company policies, compliance expectations, access controls, and cyber defense practices.
• Communication and Collaboration - works effectively with employees, IT colleagues, vendors, and leadership.
• Continuous Improvement - proactively identifies opportunities to improve IT operations and the customer experience.