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*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*

Peckham Inc. - IT Operations Support Administrator

SUMMARY

The IT Operations Support Administrator position requires a focus on support for end-user computers, mobile devices, desktop operating systems, Android and iOS mobile devices, and timeclocks.  Duties will include workstation implementations, maintenance, testing, patching, integration of new hardware and software, and coordination with other client technology groups.  This role will have an emphasis on maintenance of documented operational policies and procedures in a complex and diverse computing environment.   

MAIN DUTIES AND RESPONSIBILITIES

• Acknowledges, troubleshoots, and resolves customer inquiries within established service level guidelines.
• Provide direct support for hardware and software issues, including peripherals such as printers, keyboards, and audio/video equipment. Desktop support to be provided onsite or remotely, whenever possible.
• Provides direct support for company-issued mobile devices, including following processes and procedures for procurement, configuration, and deployment of Android and iOS cell phones and tablets.
• Applies industry best practices for maintaining the end user computing environment, including software delivery, telephony endpoints, supporting extensive client hardened environments, and assisting with accommodation requests.
• Follows processes and procedures for accurate asset tracking.
• Knowledge of asset management suites, such as Microsoft System Center Configuration Manager (SCCM) and/or Microsoft Intune, leveraged for maintenance of desktop clients including deploying task sequences and applications. 
• Administration of identity management including account creation, assigning proper permissions, and troubleshooting account problems.
• Knowledge of a Virtual Desktop Infrastructure computing platform.

OTHER DUTIES AND RESPONSIBILITIES

• Provide guidance for entry level service desk support personnel.
• Provide general telephony support including endpoint installation, account management, and reporting administration.
• Create and maintain technical and end user documentation of processes and procedures.
• In conjunction with information assurance, apply best practices and judgement to ensure business objectives and risks are effectively managed.
• Ensure compliance with standard practices, processes, and enterprise standards, in an ITIL environment.
• Adherence to change management process.
• After-hours support (evenings and weekends) will be required in an on-call, rotation basis.
• Attend courses that improve personal skill sets to better serve the Peckham user community.
• Maintain a safe and clean work environment.
• Provide training for Peckham staff and team members as assigned.
• Apply discretion in handling confidential information.
• Utilize a collaborative team approach for all projects including Peckham staff, vendor consultants, and Peckham contracted customers.
• Promotes Peckham’s vision, values, and services to all customers and stakeholders.
• Assists in maintaining organization wide quality standards.
• Other related duties as requested and/or assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

TRAVEL

This role requires occasional travel to other local sites (or community locations/vendors) up to 25% to support operational needs.

MINIMUM QUALIFICATIONS

• High School Diploma or Equivalency
• 1-3 years of experience in an IT help desk, technical support, or a desktop technician role.
• A certification in CompTIA A+, CompTIA Sec+, or ITIL Fundamentals, or the ability to obtain one within the first year of employment. 
• As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications, security clearances as a condition of employment. This requirement will be determined based on the specific needs of the contract. 
• U.S. Citizenship required due to security clearances.
• Ability to reliably travel to and from assigned worksites and community locations as needed.
• Skilled in imaging PCs, setting up workstations, and supporting end users. 
• Knowledge of Windows/Azure Active Directory, Microsoft SCCM, Microsoft Intune, and Microsoft Windows operating systems.
• Knowledge of ticketing systems (ServiceNow, Remedy, Jira, Zendesk, etc.) and basic ITSM methodologies. 
• S critical thinking and reasoning abilities to solve unique problems. 

PREFERRED QUALIFICATIONS

• An Associate’s Degree or higher in a field closely related to Computer Technology 
• Skilled with tools such as Microsoft Teams, Microsoft SharePoint and remote desktop control tools. 
• Skilled in supporting Microsoft 365, Active Directory, Entra, and common enterprise applications 
• Skilled in project implementation.

COMPETENCIES

• Customer Focus
• IT Support Troubleshooting
• Professional Development and Keeping Skills Current
• Quality
• Responsiveness
• Team Work
• Time Management
• Use of Technology

PHYSICAL DEMANDS 

• The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case by case basis.
• The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER

EEO/AA Employer/Vet/Disabled.  Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at [email protected]
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Peckham IT

Location:

Grand Rapids, MI

Worker Sub-Type:

Staff Member