Systems Admin – Help Desk Specialist

Role Overview

• Serve as the primary point of contact for the OMIS-A Help Desk, providing Tier 1 and Tier 2 and Tier 3 technical support to end users.
• Respond to help desk calls, emails, and tickets within 1 hour during business hours (0600–1500 EST, Monday–Friday).
• Log, track, and resolve trouble tickets using the designated ticketing system, ensuring timely resolution of issues.
• Escalate unresolved issues to higher-tier support or development teams as needed.
• Create, modify, and deactivate user accounts for PHOENIXMed in accordance with program policies and security protocols.
• Assist users with password resets, account access issues, and permissions management.
• Assist with testing all software updates and new features to identify bugs, usability issues, and areas for improvement.
• Document and report software issues to the development team, providing detailed descriptions and replication steps.
• Monitor system performance and availability, proactively identifying and addressing potential issues.
• Perform routine system checks and maintenance tasks to ensure optimal performance.
• Provide basic training and guidance to end users on how to use PHOENIXMed and other supported systems.
• Develop and maintain user guides, FAQs, and other documentation to assist users in resolving common issues.
• Troubleshoot hardware, software, and network connectivity issues.
• Install, configure, and update software applications as needed.
• Maintain an inventory of IT assets and ensure proper tracking of equipment.
• Support the setup and configuration of new hardware, including computers, printers, and peripherals.
• Provide exceptional customer service by maintaining a professional and courteous demeanor in all interactions.
• Communicate effectively with users to understand their needs and provide clear, concise solutions.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Equivalent work experience may be considered in lieu of a degree.
• Baseline Certification: CompTIA Security+
• Computing Environment Certification: Microsoft WIN11/AZURE
• Minimum of 5-7 years of IT help desk or technical support experience.
• Experience with trouble ticketing systems and user account management.
• Familiarity with software testing and issue reporting processes.
• Proficiency in troubleshooting hardware, software, and network issues.
• Experience with Microsoft Office Suite and basic IT tools.
• Knowledge of Active Directory for user account management.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Excellent customer service skills and a proactive approach to problem-solving.
• Ability to man the help desk during business hours (0600–1500 EST, Monday–Friday).
• Respond to calls, emails, and tickets within 1 hour during business hours.
• Active Secret clearance

Tech Stack

• Azure

Benefits

• healthcare
• wellness
• financial
• retirement
• family support
• continuing education
• time off benefits