This role is located at our Louisville, Kentucky location.

What the Role Is

The IT System Administrator will provide customer-focused professional and technical assistance related to server hardware and software, general system administration, specialized system administration, Cloud administration, and network administration as well as other tools and products. This role will thoroughly document problems, steps to resolution, and aid in the creation of processes and procedures which help improve user experience. The Sysadmin will assist with escalated issues from the service desk. They should be comfortable managing Microsoft Windows Servers, Hyper-V, VMWare, Cisco network equipment, and FortiGate firewalls. This role should be able to independently troubleshoot and resolve issues. The IT System Administrator reports to the Director of Information Technology Operations.

How You Will Spend Your Time?

  • Serve as escalation contact for customers seeking assistance by phone, email, or in-person
  • Responds to, resolves, and documents tickets from support center
  • Resolve physical, virtual, and cloud issues, i.e.
    • Troubleshooting and resolving Group Policy issues
    • Security group/Permissions troubleshooting
    • File operation questions
    • Server support/ installation / replacement
    • Support Azure AD (Active Directory) / Legacy AD
    • Business Services troubleshooting for both on-premises and cloud (e.g., ERP, SQL, SharePoint Online, etc.)
  • Recognize and report trending issues to help resolve root causes before they become more widespread
  • Pass on feedback or suggestions by customers to the appropriate team for consideration
  • Identify and suggest replacements for existing procedures
  • Perform local and remote troubleshooting through diagnostic techniques
  • Work with others to determine the best solution based on evidence and details
  • Install, test, and configure new servers, services, and software
  • Modify configurations, utilities, software settings, as needed
  • Manage backups and restores
  • Complete daily checklist of nightly processes and validate systems availability
  • Assign users and computers to proper groups in Active Directory or Azure AD
  • Create documentation for both users and other support personnel
  • Participate in after-hours on-call rotation for critical issues impacting the business at large
  • Willingness to maintain and grow skillset, actively participate in company-provided training, and reinforce new knowledge with certification exams
  • Participate in other work as required

Who You Are…

  • Bachelor's Degree in Computer Science or related field; may substitute equivalent experience and/or certifications for educational requirement
  • Experience managing the following is required:
    • Provide solutions to problems- not simply answer requests
    • Identity and access management
    • Maintain functionality of existing systems and anticipate needs for future systems in a heterogenous hybrid environment
    • Install and setup of physical and virtual hardware on premise and in the cloud
    • Keep systems operating efficiently and securely by performing regular upgrades and installing patches
    • Work with IT Security to maintain, monitor and react to threats
    • Continuous Improvement and evaluation
    • Domain Active Directory management
    • Azure Directory management
    • Continuous skills development
    • Perform both Project work and Support Work
    • Specific systems knowledge needed
      • Microsoft Windows Servers
      • Managing hosts and virtual servers in a VMWare and/or Hyper-V environment
      • Email filters (like Mimecast)
      • PowerShell Scripting
      • Microsoft DNS, DHCP and SCCM
      • Group Policy Management
      • Linux administration skills
  • Methodical problem solving
  • Excellent written and verbal communication skills
  • Timely follow-up/feedback on trouble issues/outages
  • Collaborative spirit/environment
  • Lead process improvements and modifications
  • Ability to explain technical concepts to inexperienced users
  • Provide training and support to others in the use and care of network technology and software
  • Collaborate with other operational teams during the on-boarding process, capacity expansion, verify production deployment standards
  • Engage the internal teams in the establishment and execution of standard processes for life cycle management of the hardware and software assets
  • Mentor and cross-train other employees
  • Ability to absorb and document new knowledge quickly
  • Comfortable switching tasks quickly in a fast-paced environment
  • Help to empower users by creating and communicating solutions to common issues
  • Monitor and respond to requests received through the IT Support Center
    • Take ownership of requests, follow through and follow-up
    • Provide regular updates to customers on status and track progress
    • Document issues, steps taken, and resolution
    • Ensure client satisfaction

Valued but not Required Skills or Experience:

  • Industry certifications (ITIL (Information Technology Infrastructure Library), CompTIA, MCP, etc.) OR BS (or higher) in CS (or related field) OR demonstrated performance in a similar role
  • Experience with Intune/autopilot
  • Management of JAMF
  • Packaging or scripting installations for deployment
  • Microsoft Teams Telephony and conference resource setup
  • Veeam
  • Logic Monitor

Physical Requirements:

While performing duties of this job, employee is occasionally required to stand; walk; use hands and fingers to handle, or feel objects, and use computer; reach with hands and arms. Employee must occasionally lift and/or move up to 50 pounds.

Benefits

  • Paid Vacation
  • 11 Paid Holidays
  • Health, Dental & Vision eligibility from day one
  • FSA/HSA
  • 401K match
  • EAP
  • Maternity/Paternity Leave