IT Support Adminstrator

Position Title: IT Support Administrator Department: Information Technology Salary Range: $60,000-$70,000 annually Location: Remote Reports To: Director - Infrastructure Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience. The IT Support Administrator’s primary responsibility will be to provide technical assistance and support to internal employees for issues related to computer systems, software and hardware. Under the supervision of the Director of Infrastructure, the IT Support Administrator will manage the IT ticketing system and ensure inquiries are addressed in a timely and appropriate manner. Additionally, they will be responsible for executing recurring maintenance and/or upgrades to systems while minimizing the impact to users. An ideal candidate for this role can act independently yet recognize when issues should be escalated. Additionally, this person should be customer service oriented, meticulous with details, and able to keep a level head and calm demeanor during stressful situations. Essential Functions: Manage the IT ticketing system by acknowledging, addressing, and following up on inquiries. Onboarding/Offboarding team members Illustrate ability to problem solve by asking leading questions to determine nature of issues. Run diagnostic programs to identify and resolve problems. Install, modify, and/or repair computer hardware and software programs. Install computer peripherals for users. Monitor and maintain daily performance of computer systems. Write customized training manuals for users on IT hardware and software. Train users on hardware and software. Document processes and procedures. Suggest process improvements or needed changes based on user feedback and once approved, see suggestions through to implementation. Support for Backup and Disaster Recovery solutions. Perform other duties as required. Minimum Qualifications: High school diploma or equivalent. Intermediate to advanced computer and technical skills Professional demeanor. Excellent communication skills, both written and oral. Ability to interact effectively with all levels of an organization. Customer service oriented. Sound judgment and strong problem-solving ability. Computer literate and willing and able to adapt to various software packages. Efficient and detail oriented. Exceptional organization skills. Ability to adapt to changing or multiple priorities. Preferred Qualifications: Advanced Degree in related field Microsoft certified Solutions Expert- Core Infrastructure. Experience with one or more of the following: Active directory; Group policy; Remote desktop; VoIP phone systems; Inventory management. Physical Requirements: Prolonged periods of sitting at a desk and working on a computer. Must be able to lift 15 pounds at times. Benefits to working with IME: 100% remote work environment Employer provided equipment. Medical, dental, and vision insurance Health savings plan includes employer contribution to health savings account. Medical and dental flexible spending accounts Company paid basic life, short-term disability, and long-term disability insurance. 401K plan with employer match Company matches 100% of the first 4% of salary deferrals. All contributions, including employer contributions, are 100% vested immediately. Employee discount program for Electronics, Groceries, Travel, Entertainment, and more Employee assistance program Pay on demand. Critical illness, hospital indemnity, group accident, and legal insurance Paid time off. And more! We are an Equal Opportunity and Drug-Free Workplace. The Job Description is not an exhaustive statement of all duties, responsibilities, or qualifications of the job, nor is it intended to limit opportunities for necessary modifications. The Job Description does not constitute an employment contract of any kind.