About the role
Concept Plus is seeking a Senior System Administrator to act as on-site support for a client system
What you'll do
Network Troubleshooting & Support
- Basic understanding of Layer 1, 2, and 3 support. Basic knowledge of Cisco hardware and OS. WiFi troubleshooting. Knowledge of Ethernet and fiber wiring, including basic troubleshooting.
Active Directory & Identity Management
- Creating, modifying, and deleting user accounts for staff onboarding/offboarding
- Putting accounts in other OUs for CAC Waiver or other reasons
- Diagnosing account lockout sources (identifying which device/service is triggering lockouts)
- Managing Organizational Unit (OU) placement for new users and computers
- Troubleshooting login/authentication failures
- Managing service accounts and delegated permissions
- Joining/rejoining workstations to the domain
- Configuring and troubleshooting mapped network drives
Google Workspace Administration & Support
- Account & Identity
- Provisioning/deprovisioning Google Workspace accounts
- Troubleshooting Single Sign-On (SSO) / SAML integration
- •Helping staff members with Google account passwords and 2-Step Verification (2FA) issues
- Gmail / Email
- Diagnosing email delivery failures (bounce-backs, spam filtering, blacklisting)
- Configuring and troubleshooting email forwarding and filters
- Troubleshooting shared inbox and group email access
- Calendars, Drive, and Apps
- Troubleshooting shared calendar permissions and resource calendars (e.g., conference room booking)
- Resolving Google Drive sync issues (Drive for Desktop)
- Managing Shared Drive permissions and access
- Troubleshooting Google Forms, Sheets, Docs sharing and permission errors
- Investigating storage quota issues
- Troubleshooting offline access and sync conflicts
Windows Workstation & Endpoint Support
- Advanced OS troubleshooting (boot failures, blue screens/BSOD analysis)
- Windows profile corruption repair/rebuilding
- Registry edits for application or system issues
- Driver installation, updates, and rollback
- Diagnosing performance issues (high CPU/memory/disk, startup bloat)
- Windows Update failures and manual patching
- Application installation, configuration, and repair (beyond standard packages)
- Disk cleanup, defragmentation, and storage management
- BitLocker encryption troubleshooting and recovery key management
- Configuring VPN clients and diagnosing connectivity issues
- Imaging and reimaging workstations
- Backup and data migration during staff member hardware upgrades
Hardware Support & Repair
- Peripheral troubleshooting (printers, scanners, docking stations, multi-monitor configurations)
- Printer driver installation and print queue/spooler troubleshooting
- Setting up and configuring new workstations and laptops
- Diagnosing power and charging issues on laptops
- Computer and peripheral firmware updates and issues that arise
Network & Connectivity (Tier 2 Scope)
- Troubleshooting wired/wireless connectivity for endpoints
- Diagnosing DNS and DHCP client-side issues (ipconfig, nslookup, ping, tracert)
- Configuring and troubleshooting network printers
- Resolving Wi-Fi authentication issues with NWAVE
- Basic switch port connection troubleshooting and verification (possibly escalating to Tier 3)
VTC / Conference Room / Google Meet Support
- Google Meet Hardware Kit
- Troubleshooting Google Meet hardware kits compute unit (Chromebox/Chromebase) issues
- Firmware and software updates for Meet hardware that brick them
- Troubleshooting touch controller/tablet connectivity and pairing
- Resolving room calendar sync issues on Meet devices
- Audio/Video
- Troubleshooting camera issues (no video, poor quality, framing/auto-zoom)
- Diagnosing microphone and speaker problems (no audio, echo, feedback)
- Configuring and troubleshooting speaker bars/mics
- Resolving audio routing and input/output device selection issues in big conference room
- Trouble shoot Crestron audio video switcher
- Displays & Projectors
- Troubleshooting projector connectivity (HDMI, wireless casting)
- Diagnosing display/resolution/scaling issues
- Managing screen sharing and presentation failures
- Bulb/lamp and projector maintenance coordination
- TV/monitor input and signal troubleshooting
- Meetings & Connectivity
- Diagnosing Google Meet join failures and dropped calls
- Troubleshooting bandwidth/network quality issues affecting meetings
- Configuring interoperability with other VTC platforms (Zoom, Teams) if applicable
- Testing and validating rooms before high-priority meetings
- Cable management and physical connection troubleshooting
- Supporting live meetings/VIP events and on-site event coverage
Ticketing, Documentation & Process
- Documenting resolutions and updating knowledge base articles and IT SOP
- Creating internal how-to guides and troubleshooting scripts for Tier 1
- Root cause documentation for recurring issues
- Following up on long-running tickets and coordinating with users
- Mentoring/coaching Tier 1 staff
Additional Responsibilities
- License management and software asset tracking
- Certificate installation and renewal on endpoints
- Mobile device support (email/app configuration, MDM enrollment)
- Verizon Wireless Business account phone management
- Coordinating with vendors for warranty and support cases
- Testing and piloting new hardware/software before wider deployment
Required Qualifications
- US Citizen
- Fully Onsite support at client office locations
- Strong IT environment experience
- Must be able to work with end-users, communicate clearly, and meet deadlines
- Must be able to maintain Public Trust Clearance (Clearable)
Concept Plus is an Equal Opportunity Employer. As such, we will give your application full consideration without regard to your race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, gender identity, or any other classification protected by federal, state, or local law.