Senior Enterprise Support Administrator

POSITION SUMMARY:

This position is responsible for providing advanced technical support and expertise to end users and maintaining IT systems. This IT service desk role will diagnose and troubleshoot complex technical issues, manage user accounts, and ensure the smooth operation of all end user technologies. Additionally, this position will collaborate with cross-functional teams, implement security measures, and provide mentorship to new members of the IT Service Desk team.

DUTIES AND RESPONSIBILITIES:

* Respond to and resolve technical support requests in a timely manner.

* Diagnose and troubleshoot hardware, software, and network issues.

* Provide user support in multiple ways, remotely and/or in person as needed.

* Log help call or update ticket in the IT service desk ticketing system.

* Manage user accounts and access permissions in various systems.

* Perform routine system maintenance and updates to ensure high availability and reliability.

* Build, setup, and manage computers and install peripherals for users.

* Assist with tracking inventory levels of equipment and materials.

* Collaborate with cross-functional teams to address technical challenges and implement solutions.

* Develop and maintain documentation for support processes and procedures.

* Implement security measures and ensure compliance with industry standards and regulations.

* Provide technical guidance and mentorship to new members of the IT Service Desk team.

* Assist in the deployment and configuration of IT systems and applications.

* Act as a backup resource for other members of the IT Service Desk team as needed.

EXPERIENCE AND QUALIFICATIONS:

* High School diploma or equivalent.

* Minimum of 2 years of work experience in Information Technology or Information Systems.

* Minimum of 1 year of experience in a help desk or technical support role.

* Experience with remote support tools and help desk software is preferred.

* Certifications such as CompTIA A+, CompTIA Network+, MCSA, or similar desired.

KNOWLEDGE, SKILLS AND ABILITIES:

* Proficiency in diagnosing and troubleshooting hardware, software, and network issues.

* Familiarity with operating systems, such as Windows, macOS, Linux, iOS, and Android.

* Knowledge of network protocols and security best practices.

* Strong problem-solving skills and the ability to resolve complex technical issues.

* A professional presence and strong interpersonal skills for courteous, timely, and diplomatic interactions with employees at all levels, as well as other parties and stakeholders associated with the company.

* Customer focus that demonstrates proactive, responsive service.

* Excellent communication skills with the ability to effectively organize, present, and articulate ideas both verbally and in writing.

* Ability to work independently and as part of a team.

* Attention to detail and strong organizational skills.

* Ability to prioritize tasks and manage time effectively.

PHYSICAL DEMANDS:

While performing the duties of this job, the individual is frequently required to sit and stand for long periods. The individual is occasionally required to walk; use hands and fingers to operate, handle, or feel objects, tools, or controls; reach with hands and arms and moving/lifting up to 25 pounds

WORK ENVIRONMENT:

This position is performed in a traditional office environment, with some travel between local office sites.

COMPENSATION SUMMARY:

The annual base salary for this position ranges from $59,100 to $87,900. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate's knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.

BENEFITS SUMMARY:

At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.

EEO/AA STATEMENT:

MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please click on the following link: https://www.mesoscale.com/en/our_company/careers/equal_employment_opportunity_statement.

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