IT Desktop Administrator

  • Pennsylvania Lumbermens Mutual Insurance Company
  • Philadelphia, PA, USA
Full Time IT

Job Description

Position:                     IT Desktop Administrator 

Department:              Information Technology

Reports to:                 Lead Systems Architect


The IT Desktop Administrator’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, managing, and tuning in-house computer software systems to ensure high levels of availability and security of the supported business applications. The Administrator receives, prioritizes, documents, and actively resolves end-user help requests and escalates incidents when considered appropriate and necessary to maintain SLA expectations. The individual also participates in planning and implementation of policies and procedures to ensure system provisioning and maintenance that is consistent with company goals, industry best practices, and regulatory requirements.

Position Description:

  • End User Support 
    • Work closely with all of PLM’s employees to respond to incoming user incidents and requests within established service levels using PLM’s IT ticketing system
    • Diagnose and resolve hardware and software issues, including VPN connectivity  
    • Respond to requests for technical assistance in person, via phone, electronically
    • Enter and track incoming requests for system-related issues and assure they are handled in an orderly fashion
    • Provide support for standard business applications software including Microsoft Office and other company applications
  • Desktop Computing Administration
    • Maintain desktop asset hardware inventory and replacement schedule
    • Recommend, document, and maintain desktop computing standards, image creation/deployment platform, and standard department/user hardware and software profiles including operating systems and end-user software utilizing industry best practices to meet corporate objectives and service levels
    • Deploy desktop assets and related components (e.g., memory, disk, external devices), servers, printers, scanners, encryption systems, and host security systems; install, configure and upgrade MS Windows operating systems
    • Administer end user accounts, permissions, access rights, and storage in accordance with best-practices, security, and regulatory compliance
  • Server Administration & Support
    • Perform network and security audits as requested
    • Perform and test routine system backups and restores as requested
    • Perform network asset management, including maintenance of network component inventory and related documentation/technical specifications information as requested.
    • Perform or assist other server administration tasks as requested
  • Other Critical Duties
    • Continuously improve technical tasks through analysis of ticketing information, recommending and/or implementing solutions
    • Perform scripting, automation, and error control to improve efficiency and quality
    • Manage and/or provide guidance to junior members of the team as needed.
    • Participate in projects and other duties as requested

General Skills:

  • Associates Degree in Information Technology or related experience and training
  • Ability to respond to, identify and resolve issues quickly 
  • Excellent analytical and problem-solving skills with high degree of attention to detail, accuracy, and considering the user experience
  • Excellent customer service and interpersonal skills; ability to communicate effectively with a diverse customer population
  • Experience documenting and maintaining configuration and process information
  • Excellent organizational and time management skills and follow through to completion of task or project; ability to balance rapidly-changing priorities
  • Self-motivated and able to work independently and with a team
  • Passionate and innovative, continuously seeking task and self-improvement
  • Insurance industry background a desired

Technical Skills:

  • Minimum of 5 years related IT support experience
  • Minimum of 2 year performing desktop support and administration including: Office 365, Windows Client, Windows Server, O365, Active Directory administration, internet browsers, anti-virus software, etc.
  • Experience with setting up desktops, laptops, network printers and user accounts.
  • General network/LAN knowledge (e.g., TCP/IP, routers, switches, firewalls).
  • General knowledge of VMWare and VSphere Client for administration
  • Experience with scripting languages such as PowerShell
  • Experience with IT asset management
  • Experience with resolving mobile device and connectivity issues
  • Comfortable with a variety of enterprise server administration software tools
  • Experience with VoIP/SIP user administration desired
  • Experience with Apple mobile device setup and configuration desired
  • Microsoft Azure Administration, Intune/Bitlocker/Auto-Pilot desired

Standards of Performance

  1. % Project Targets Achieved
  2. First Reply Time
  3. Average User Satisfaction Score
  4. Service Level Target Achievement
  5. Terminated User Tasks Completed On Time
  6. Adherence to Policies and Procedures

Physical Requirements:

  1. Ability to hear
  2. Ability to speak clearly
  3. Ability to write
  4. Ability to walk, stand and sit for extended periods of time

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