THE ROLE:

The Systems Administrator I, will provide onsite and remote support to our clients who have critical response time requirements for their business technology systems. You will work independently and as part of a team to answer service desk calls, urgently analyze technical issues, troubleshoot over the phone/onsite/via remote access, and escalate problems to Level 2 support when appropriate. You also will perform service and preventative maintenance activities on products, and assist in installations and deliveries.

You will assist in supporting a variety of networks and end-user environments with executives, business owners, managers, and end users. You must demonstrate superior communication skills to respond to diverse clients with urgent needs while recognizing most are looking for solutions, not technical explanations. You must have a willingness to provide courteous, personal service to end users regardless of technical ability or company title. Other projects may be assigned.

Primary Responsibilities

Technical

• Identify, document, and troubleshoot users computing issues to resolution while maintaining superior customer satisfaction.
• Effectively communicate the scope of work for all clients.
• Assess and reflect accurate billing options based on client contracts.
• Maintain and optimize the health and efficiency of team boards and client systems.
• Manage, maintain, troubleshoot, and support our clients' network infrastructure.
• Utilize service-specific tools and technologies (i.e., ConnectWise Suite, Network Management tool, and Documentation Management tool) to deliver onsite and remote user support services.
• Update Professional Services Automation (PSA) software i.e. ConnectWise with accurate documentation of all activities conducted.
• Serve in the on-call rotation as assigned.

General

• Develop and maintain relationships with clients that further enhance JMARK's positive reputation through exceptional customer service.
• Assist account management in providing effective solutions for our clients.
• Maintain a professional and clean appearance.

Professional Development

• Participate in ongoing training and attainment of various manufacturer and software certifications.
• Keep current on industry trends and report findings to team members that directly impact the quality and profitability of JMARK.
• Develop personal skills to work efficiently both individually and as a member of the Service Department.
• Identify and mentor team members on areas of expertise.
• Participate in company-sponsored position related activities.

Experience:

• Six months to twelve months of experience working in the same or similar type of position and/or apprentice program, or the ability to prove technical competence
• Experience as part of a Microsoft Partner organization preferred
• Experience working for a managed services organization preferred

Compensation:

For a qualified individual who meets these specifications, JMARK is prepared to offer a highly competitive compensation/benefits package.