NEW JOB OPENING
SYSTEMS ADMINISTRATOR
IN Waukesha, WI, USA!

Candidate must be a current Wisconsin resident. No relocation allowed. This position is ONSITE for the first 4-6 weeks. Afterward, candidates may be able to work a Hybrid schedule.



Required Skills and Experience:

• Experience providing remote support for Windows 11 operating systems, desktops, laptops, printers, scanners, iPhones/iPads, etc

• Experience providing support for Microsoft Office 365 and TEAMS

• Experience working with ITSM Tools such as Cherwell or Service Now for incident management and inventory

• Personal computer operating systems including Microsoft Windows 11

• Mobile operating systems including iOS

• Personal computer software applications including Microsoft Office (Access, Excel, Outlook, Word, and PowerPoint), Adobe Acrobat, etc

• Significant ability to articulate and communicate technical concepts both orally and in writing to various stakeholders, including those from a non-technical background

• Ability to recognize, analyze, and effectively solve problems in a timely and organized manner

• Ability to prioritize tasks based on level of importance in a fast-paced environment

• Skill and ability to provide a positive and efficient customer service experience

• Strong organizational skills

• Ability to perform work independently as well as a contributing member of a team

• Strong understanding of problem-solving methods and practices

• Experience developing appropriate documentation for customers and service desk staff

• Understanding of ITIL Service Desk Incident Management methods and practices

• Experience identifying trends for Major Incident identification

• Understanding of Knowledge Management principles and their benefits within a Service Desk team

• Demonstrated commitment to valuing diversity and contributing to an inclusive workplace

• Proven ability to collaborate with a wide range of individuals with varying backgrounds to work together for a common purpose to achieve business goals



Preferred Skills and Experiences:

• Mentoring and/or training counterparts/team members

• Experience consulting/collaborating with business partners and stakeholders to improve technical support services, address procurement needs, and/or create and/or update business processes/standards



Responsibilities:

• Respond in a timely manner to requests for technical assistance in person, via phone, or electronically

• Diagnose and resolve technical hardware and software issues

• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc.)

• Provide training and education to customers

• Research solutions using available information found in the knowledgebase, teammates, and online resources.

• Accurately update and document incidents and service requests using the Cherwell incident management system

• Configure, install, and upgrade computer hardware and software

• This includes testing and piloting for multiple divisions and documenting the results

• Work with Clieny to support the use of Enterprise Software Distribution (ESD) technology for deployment of software, business applications, and anti-virus definitions to all workstations

• Perform equipment moves and surplus outdated and no longer used equipment

• Identify and effectively prioritize situations requiring urgent attention

• Track and escalate problems and requests and document resolutions

• Regularly communicate updates to all end users, vendors and other members of the department regarding hardware and software needs requests within the client

• Configure, install, and upgrade computer hardware and software

• Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc…)

• Perform equipment moves and surplus outdated and no longer used equipment

• Assist with the development and maintenance of user communication templates and procedures

• Assist with the overall development and maintenance of the knowledgebase system

• Provide consultation to Divisions and with other IS staff, develop standards, specifications and justifications for new business needs related to IT hardware or software

• Maintain technical expertise with system information, changes, and updates

• Coordinate with team and project leads to ensure the uniform implementation of ideas and programs being promoted by the various business areas and providing resource needs for client IT projects

• Coordinate resource needs identification for IT asset management with IS Supervisors

• When requested by Divisions, provide clarification, for cost analysis, or other financial or non-financial, technical and non-technical information, on IT reports received from other areas of client based on customer’s needs

• Ensure IT Asset Management systems are updated with accurate recordkeeping and inventory data and inform client management if problems with recordkeeping tasks arise

• Perform a physical asset management inventory as needed

• Work with Divisions and business partners on hardware and software procurement

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**