Software Technical Administrator

Job Description

This position is in the Solution Center, part of the Infrastructure & Operations department, in the Software Development & Operations group of the Technology & Operations corporate area at PBS, which is led by the CTO. The Infrastructure & Operations department is responsible for Compute, Network, Messaging, Storage, Virtualization, Service Desk, Desktop Applications, SaaS Applications, Mobile, Cyber Security Operations, Telephony and Disaster Recovery.

The Solution Center provides prompt and accurate support for most areas of responsibility of the Infrastructure & Operations group and ensures the availability and reliability of the desktop platform in a mixed Microsoft Windows and Apple Mac OS X computing environment.

Key responsibilities will include, but are not limited to:

USER SUPPORT
• Answer requests in a courteous, empathic manner, with appropriate urgency.
• Communicate and coordinate with users and all involved in resolving issues.
• React promptly to escalated support requests and incidents.
• Administer and audit account creation for systems of responsibility.
• Maintain, monitor, and support assigned systems of responsibility.

SERVICE DESK OPERATIONS
• Provide technical support and administration for IT systems to include support for servers, computers, laptops, mobile devices, and peripherals.
• Troubleshoot problems by analyzing root causes and evaluating multiple solutions.
• Plan and coordinate multiple large, critical initiatives and resolve complex hardware, software, and connectivity problems.
• Support multiple complex applications to ensure integrity and accessibility.
• Respond to security incidents and assist in cyber-security investigations.
• Plan and execute desktop platform refresh deployments.
• Assist with the execution of special projects.
• Coach junior staff on procedures, technology, and effective communications.

Requirement for success:
• 4 or more years of related technology work experience.
• Experience supporting Windows and Mac OS X in an enterprise environment.
• Bachelor's Degree in Computer Science, Information Technology, or related field, or equivalent combination of education and work experience.
• Industry certifications are desirable: MCITP, ACMT, CCNA, CCT.

Technical Skills/Abilities:
• Knowledge of industry leading practices in Technical Administration of on premise and cloud solutions.
• Extensive knowledge of Microsoft Windows and Apple Mac OS X.
• Extensive knowledge of Microsoft Office 365.
• Extensive knowledge of Active Directory and Group Policies.
• Ability to Install, configure, upgrade, migrate and troubleshoot hardware and software compatible with Windows and Macintosh operating systems in development, staging, and production environments in moderately complex situations.
• Ability to automate processes through scripting.
• Ability to validate the desired end-result sought by the customers.
• Extensive knowledge of SSO and 2FA, VoIP, or MDM.
• Experience with OneDrive, Box.com, Carbon Black end-points protection clients, Bomgar, Intune, CrashPlan, Jamf, WSUS, PowerShell, Slack, Cherwell, Office 365, Cisco Call Manager, PDQ Deploy and PDQ Inventory.
Other Skills/Abilities:
• Must have excellent customer service and strong written and verbal communication skills.
• Excellent problem-solving skills.
• Ability to adapt to new goals and practices within a dynamic work environment.
• Must be detail oriented with good organizational skills and the ability to advance multiple projects simultaneously.
• Ability to collaborate as a team player with all levels of staff and external stakeholders.
• Proactively stays current in requisite skills within job scope and incorporates knowledge and other feedback into assigned work.
• Consistently demonstrates respect for inclusion, diversity, and ethics.
• Ability to work independently.

PBS is an Equal Opportunity Employer in accordance with the EEOC and the Commonwealth of Virginia.

Jobcode: Reference SBJ-g3124n-3-135-201-186-42 in your application.