System Administrator II

Overall Summary:

The System Administrator II supports users of the IWCO network as well as the endpoint devices connected to it.

Primary Duties/Responsibilities:

• Achieve individual objectives set quarterly by Network Services Manager.
• Implement Information Technology's procedures to meet company expectations and serve customers according to company policy and service level agreements.
• Ensure quality standards are met for excellent customer service and that all customers receive consistently professional and pleasant service.
• Contribute ideas and/or suggestions to strengthen and improve the Information Technology department policies.
• Interact frequently with other internal staff, managers, vendors, customers, onsite visitors, and others.

• Support IWCO systems, including PCs, laptops, software, and printers.
• Implement Information Technology's procedures to meet company expectations.
• Ensure quality standards are met for excellent customer service and that all customers receive consistently professional and pleasant service according to policy.
• Contribute ideas and/or suggestions to strengthen and improve the Information Technology Department policies.
• Assign tasks/projects to help desk support and System Administrator I with approval from the System Support Manager.
• Escalate SME for Help Desk.

• Establish, manage and assist in system and user documentation.
• Identify, recommend, and implement alternative approaches when required.

• Perform remote user support.
• Assist in the analysis, design and development of new technology.

• Manage and support VDI environment.
• Monitor system log and optimize VDI performance scalability.
• Implement and maintain security measures to protect VDI environments.
• Maintain detailed documentation of VDI configurations and system performance.
• Perform other (or other related) duties as applicable or assigned

Required Skills/Abilities/Competencies:

• High proficiency in VDI technologies such as VMware Horizon, Citrix Virtual Apps and Desktops, or Microsoft Remote Desktop Services.
• Strong understanding of networking fundamentals.
• Excellent interpersonal communication skills; customer service oriented Possess strong analytical, diagnostic, and troubleshooting skills.
• PowerShell/batch scripting expertise.
• VOIP support (account creation/phone extension assignments).
• Apple iOS and cell phone deployment and support.
• Collaborative and team oriented.
• Advanced knowledge of Windows operating systems and Office applications.
• Proficient with PC/laptop related hardware.

• Experience with virtualization platforms like VMware vSphere or similar
• Knowledge of networking, storage, and security concepts.

Education and Experience:

• 3-5 years of experience in Information technology with demonstrated success and career progression.
• 3-5 years of troubleshooting systems/PC experience.
• Current certification as an A+ Technician, Network+ Technician, and/or Microsoft Certified Technology Specialist, is a plus.
• Experience with Microsoft Active Directory.
• Experience with Microsoft System Center Configuration Manager.
• CWIP: IAT Level I Certification, IA Baseline Certification in Linux, Unix, Windows or Cisco OS operating system: A+ CE; CCNA-Security; CND; Network+ CE; SSCP.
• Working knowledge of IP internetworking/ IP routing protocols (OSPF, BGP), Quality of Service (QoS), IP multicast, etc.
• Training or certification in Microsoft Windows, Linux and/or Macintosh operating systems
• Training or certification in Microsoft Office Suite.
• Experience with other operating systems such as MacOS/Linux.
• Relevant certifications such as VMware Certified Professional (VCP), Citrix Certified Associate (CCA), or Microsoft Certified: Windows Virtual Desktop Specialty.

Physical Requirements:

• Ability to work 8 hours consecutively.
• Prolonged periods of sitting at a desk and working on a computer.
• May be required to provide off hour support as part of the on-call rotation.