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INTRODUCTION

The IT Helpdesk / Junior Systems Administrator is responsible for providing professional, timely, and accurate technical support to employees while developing the skills necessary to support junior-level systems administration responsibilities. This role is a primary contact for daily technology support, including hardware, software, user access, Microsoft 365, approved AI tools, phone system administration, endpoint security, mobile access, printers, scanners, and basic network connectivity. As training is completed and confidence in the employee's ability is demonstrated, this role may also perform start-to-finish new user account setup and related access administration in Active Directory, Exchange, Microsoft Entra ID, and approved communication platforms in accordance with company procedures and security requirements.

ROLE AND RESPONSIBILITIES

Essential Duties and Responsibilities

• Provides first line and escalated technical support for employees, including troubleshooting hardware, software, account access, application access, printers, scanners, mobile devices, and network connectivity issues.
• Support break/fix activities for company-provided IT equipment, including laptops, desktop PCs, docking stations, monitors, desk scanners, standard printers, label printers, and handheld scanners.
• Assist users with Microsoft Windows, Microsoft Office, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, and other approved business applications.
• Perform basic network troubleshooting related to internet access, wired and wireless connectivity, VPN or zero trust network access, and user device connection issues.
• Support mobile device and application access issues for Apple and Android devices using company-approved applications and security standards.
• Install, configure, and troubleshoot our Apple MacBooks along with approved software, including Adobe Creative Cloud applications and other business-required tools.
• Provide basic support for company-approved AI tools, including user access, installation or enablement, login issues, prompt guidance, responsible-use questions, and escalation of data security or compliance concerns.
• Provide support for the company phone system, including RingCentral user access, extension setup, call routing assistance, voicemail support, desktop and mobile app troubleshooting, and escalation of carrier or system issues as needed.
• Accurately document support requests, troubleshooting steps, resolutions, asset changes, access changes, and recurring issues in the designated IT service management system.
• Perform other duties and technology-related projects as assigned by supervisor.

Junior Systems Administration Responsibilities

• Assist with user account administration in Active Directory, Exchange, and Microsoft Entra ID under supervision and in accordance with documented procedures.
• Perform start-to-finish new user account setup after proper training and demonstrated readiness, including account creation, mailbox setup, group membership, licensing, access assignments, MFA requirements, and required documentation.
• Support password resets, MFA or authentication troubleshooting, account lockouts, access requests, and permission changes while following approved security and change control processes.
• Assist with password management solutions, zero trust network access software, MDR/XDR antivirus platforms, endpoint security tools, and related access or endpoint protection systems.
• Follow least privilege access principles and escalate unusual access requests, security alerts, or policy exceptions to senior IT staff or management.
• Assist with workstation setup, deployment, imaging, patching, software updates, lifecycle replacement, and inventory tracking activities.
• Help maintain accurate user, device, licensing, access, and asset records.
• Assist with AI tool access administration, licensing support, user enablement, and documentation while following approved governance, data protection, and acceptable-use guidelines.
• Assist with RingCentral administration tasks such as user provisioning, extension changes, device assignments, call group or queue updates, voicemail configuration, and maintaining accurate phone system documentation.

Tools and Technology Supported

• Microsoft Windows, Microsoft Office Suite, Microsoft 365, Teams, Outlook, OneDrive, SharePoint, Exchange, Active Directory, and Microsoft Entra ID.
• Password management tools, zero trust network access solutions, MDR/XDR antivirus and endpoint protection tools, and standard IT security platforms.
• Laptops, desktop PCs, docking stations, monitors, desktop scanners, printers, label printers, and handheld scanners.
• MacBook troubleshooting and break/fix support for approved business use cases.
• Adobe Creative Cloud application installation, licensing support, and basic troubleshooting.
• Company-approved AI tools and related productivity platforms, including access support, licensing assistance, basic user guidance, and escalation of security or compliance concerns.
• RingCentral phone system tools, including user extensions, desktop and mobile applications, voicemail, call routing, call groups or queues, phone devices, and related administration features.
• Apple and Android mobile devices with company-approved applications and access requirements.
• IT service management and helpdesk ticketing systems used to create, assign, prioritize, update, resolve, and maintain support tickets.