User Support Lead and Junior System Administrator

Responsibilities

• Invaluable resource to the company and the team in proactively identifying problems and recommending solutions.
• Provide exceptional support for clients.
• Responsible for onsite and remote support for our end users and immediate IT team. Various methods of communication will be used, including tickets, Slack, and email.
• Serve as a technical escalation point for the IT support team, mentoring junior staff and promoting best practices.
• Be able to travel to different client sites as needed.
• Create weekly schedule for Onsite User Support Techs
• Optimize and provide training for all areas related to support analyst processes including but not limited to onboarding, offboarding, device management, event support, and access requests.
• Engaging with stakeholders to identify problems, gather requirements, propose and implement solutions.
• Scheduled On-Call responsibilities to monitor and support work stoppage situations.
• Provide technical support to users, addressing and resolving hardware and software issues.
• Assist in the maintenance and administration of servers and networks.
• Document and track support requests using ticketing systems.
• Conduct training sessions for users on IT best practices and system usage.
• Manage and maintain asset inventory of hardware and software.
• Support the implementation of security protocols and monitoring systems

Qualifications:

• 5+ years of hands-on experience in user support and systems administration.
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Proficiency in Windows and Apple operating systems.
• Working knowledge of server systems, particularly Windows Server (2008/2012).
• Experience with cloud services such as Office 365 and Google Workspace.
• Familiarity with MDM solutions and security protocols.
• Excellent troubleshooting skills and ability to work under pressure.
• Strong communication skills and a customer service-oriented mindset.
• Ability to adapt to rapidly changing technology and business needs.

• 401(k) with company match
• Company Paid Holidays

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home
• Free Food & Snacks
• Wellness Resources

ICE Is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure Ice is holding itself to the highest level of delivery of outsourced managed services, and maintain the trusted and premier endpoint MSP solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.