Helpdesk System Administrator

• User Support: Respond promptly to user inquiries primarily via tickets and through various communication channels, including email, phone, and chat. Remotely provide step-by-step guidance and technical assistance to users facing hardware, software, network, and application-related problems. Document and track all support issues and requests using a ticketing system, ensuring accurate and detailed information.
• Issue Diagnosis and Resolution: Analyse user-reported issues to determine the underlying causes and employ systematic troubleshooting methodologies. Resolve technical problems by researching, testing, and implementing appropriate solutions. Document resolutions. Escalate complex or unresolved issues to higher-level support teams or subject matter experts.
• Software and Hardware Support: Install, configure, and troubleshoot software applications, operating systems, and productivity tools in accordance with IT security standards. Assist users with hardware setups, including workstations, printers, scanners, and mobile devices. Collaborate with practices and office managers to ensure appropriate software and hardware are under support and available to meet user needs. Administer the patch management tool and regularly apply updates and patches to software and hardware. Administration of endpoint management using client automation software including SCCM and ITSM tool, and other system management technologies.
• Active Directory Management: Administer and maintain Active Directory infrastructure objects, including user accounts, groups, permissions, and security settings. Troubleshoot and resolve issues related to authentication, access control, and user management. Implement and enforce security best practices within the Active Directory environment.
• Network and Connectivity: Diagnose and resolve network connectivity issues, both wired and wireless. Assist users in connecting to corporate networks, VPNs, and remote access solutions.
• Auditing: Conduct regular audits of file server permissions and access controls to identify and rectify any unauthorized access or potential security breaches. Conduct regular security assessments and audits of Active Directory to maintain compliance with industry standards. Conduct regular scans and audits of endpoints to ensure compliance with security standards. Monitor patch compliance and prioritize critical updates.

• Overall, 5-7 years of experience with at least 4-5 years of experience in providing direct end-user support.
• Excellent verbal and written communication skills including the ability to prepare technical documentation.
• Strong knowledge of Active Directory management and troubleshooting. Familiarity with Active Directory structure, group policies, Power Shell Scripting, and user management.
• Strong knowledge of Windows operating systems and basic network concepts.
• Experience with using Bomgar or a similar remote support tool to troubleshoot and resolve technical issues remotely.
• Administer and maintain Windows servers, ensuring their stability, security, and optimal performance.
• Configure and maintain file servers, ensuring proper permission settings and folder restrictions.
• Vulnerability management, identifying, assessing, and remediating security vulnerabilities efficiently.
• Working knowledge of IT asset management tools like Lan Sweeper to track and manage hardware and software assets within the organization.
• Working knowledge of backup solutions, as well as disaster recovery planning.
• Familiarity and understanding of cloud technologies.

• Bachelor's degree in computer science, information technology, or a related field (or equivalent experience).
• Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, etc.) are a plus.

Milliman