Job Description

Junior Systems Administrator (L1 Support)

Location: United States, Overland Park, Kansas – hybrid in office 3 days per week

Department: Information Technology

Reports To: IT Manager / Systems Administrator

Position Summary

We are seeking a reliable and detail-oriented Junior Systems Administrator to provide Level-1 (L1) technical support across a wide range of IT domains, including hardware, operating systems, networking, and end-user computing. This critical role will contribute to the smooth execution of daily IT operations, deliver essential support to end users, facilitate efficient system deployment, and ensure seamless onboarding and offboarding processes for employees. The ideal candidate will be a proactive problem-solver with excellent communication skills, dedicated to delivering high-quality technical assistance.

Key Responsibilities

• End-User Support: Provide comprehensive L1 technical support for a variety of end-user devices, including desktops, laptops, printers, and associated peripherals, ensuring minimal downtime and optimal performance.
• Operating System Management: Install, configure, and troubleshoot issues related to Windows operating systems, with basic support for macOS, maintaining system stability and user accessibility.
• Hardware Management: Perform essential hardware setup, upgrades, system imaging, and device replacements, contributing to the lifecycle management of IT assets.
• Software Application Support: Install, configure, and provide ongoing support for standard business software applications, resolving user issues and ensuring application functionality.
• Remote Technical Assistance: Deliver effective remote support to users utilizing approved remote-access tools, facilitating timely issue resolution regardless of physical location.
• Network Troubleshooting: Diagnose and resolve basic network connectivity issues, encompassing LAN/Wi-Fi, TCP/IP configurations, and Virtual Private Networks (VPNs).
• Account and Access Management: Assist with user account setup, perform password resets, and resolve access-related issues, maintaining security and user productivity.
• User Coordination & Guidance: Coordinate proactively with end users for system setup, facilitate the resolution of technical issues, and provide clear technical guidance and best practices.
• Onboarding & Offboarding: Play a crucial role in supporting new hire onboarding processes, including system preparation and setup, and manage employee offboarding procedures efficiently.
• Asset Deployment & Shipping: Prepare, configure, and manage the shipping of new laptops and desktops to remote and in-office end users, ensuring devices are ready for immediate use.
• IT Asset Management: Maintain accurate and up-to-date IT asset inventory records and comprehensive documentation, supporting efficient asset tracking and compliance.
• Helpdesk Ticket Management: Diligently update and manage technical support tickets within the designated helpdesk system, ensuring clear communication and timely resolution tracking.
• Issue Escalation: Effectively escalate complex or high-priority technical issues to senior IT team members or specialized support as needed, providing detailed context for efficient resolution.

Required Qualifications

• Experience: 1–3 years of proven experience in IT support or an L1 technical support role, demonstrating practical problem-solving skills.
• Hardware Expertise: Strong foundational knowledge of computer hardware components and robust troubleshooting abilities.
• Operating System & Application Proficiency: Hands-on experience installing and providing support for Windows OS environments and a range of standard business applications.
• Networking Fundamentals: Basic understanding of core networking fundamentals, including DNS, DHCP, TCP/IP, and VPN concepts.
• Support Tools Proficiency: Practical experience utilizing remote support tools and helpdesk ticketing systems for efficient issue management.
• Communication & Customer Service: Excellent communication skills (verbal and written) and strong customer service orientation, with an ability to interact professionally with users of all technical levels.
• Organizational Skills: Demonstrated ability to manage multiple tasks concurrently and coordinate effectively with users and team members to meet deadlines.

Preferred Qualifications

• Education: An Associate or Bachelor’s degree in Information Technology, Computer Science, or a closely related field is highly desirable.
• Certifications: Industry certifications such as CompTIA A+, CompTIA Network+, or other similar technical certifications are a significant plus.
• Enterprise Tool Exposure: Exposure to or experience with Microsoft 365 services, Active Directory, or endpoint management tools would be advantageous.