Promoted from IT Systems Specialist● Respond to help requests submitted through phone, email, text message, and in person for on-site and remote workforce.● Provide remote support using Desktop Central and Quick Assist.● KnowBe4 administration including add, edit, and delete users, and roadmaps for phishing and training.● Assist with data migration using SSMS by creating queries and exporting data for new systems.● Zendesk administration including the creation and updating of views, macros, triggers and automation.● Design workflows and processes for helpdesk.● Update tags and permissions for Guide.● Working on connecting KB to bot for recommended solutions.● Create and update documentation to track user access and assigned licensing.● Administration of NEC phone system via Web Pro.● Sophos administration including reviewing alerts, rules and policies, and groups.● Office 365 administration including assigning permissions, group creation, and licensing review.● Endpoint administration.● Create xml files to push application configurations using to laptops.● Add, remove, and edit users on client server network using lusrmgr, AD, and Google.● Pull reports from Google Admin.● Install and troubleshoot printers, scanners, and faxes.● Workstation deployment including OS configuration, software installation, and peripheral setup.● Repair damaged equipment when possible, and replace when required.● Submit warranty claims for Dell computers.● Collaborate with MSP to and configure third party software update automation via Manage Engine.

● Respond to help requests submitted through phone, email, text message, and in person.● Participate in on-call weekends.● Provide remote support using Datto RMM.● Document submitted requests in the Autotask ticket system.● Use judgement to decide when tickets require escalation.● Add, remove, and edit users on peer to peer and client server networks using lusrmgr, AD, and Google.● Install Datto agent on devices for remote monitoring, management, and troubleshooting.● Travel to client locations in Denver, Aurora, Longmont, and Boulder.● Transport old equipment from clients to recycle centers and obtain receipts of destruction for hard drives when requested.● Improve workflow through the creation of speed codes and checklists in Autotask.● Create and track Projects; review change requests, and time for tasks.● Install Datto and Meraki switches in server room cabinets.● Install and troubleshoot printers, scanners, and faxes.● Workstation deployment including OS configuration, software installation, and peripheral installation.● Rebuild and repair workstations.● Submit warranty claims for Dell computers.● Collaborate with third party vendors to install and configure software.● Update organization documentation in IT Glue.● Manage Apple devices using Jamf Now.● Troubleshoot Apple mobile devices and MacBooks.● Troubleshoot Pulsar360 VoIP phones.● Pack and ship faulty equipment back to vendor when required.

● Manage user access to company IT resources.● Export data from various systems for compiling management reports.● Maintain documentation for knowledge base, audit compliance, and asset management.● Support IT staff with system and network improvements.● Deploy and provide support for Windows and Mac environments at Dekalb and Lisle offices.● Research and develop improvements for business process efficiency.● Assist other departments with company projects.

● Work with Management staff to organize and control company software licensing.● Work with third party service providers.● Manage small IT team, delegate work appropriately, and submit IT staff and self-assessments. ● Manage inventory for company office and IT supplies.● Create, review, and update the Disaster Recovery Protocol.● Provide new employees with a one-on-one introduction to internal technologies and office software.

● Training of IT Help Desk Technician.● Implement a standard for new workstations.● Systems setup including computer hardware removal and installation, OS installation, software installation, and workstation deployment.● Office 365 administration, Security system administration, Internal WIKI, Active Directory administration, server installation, and company systems maintenance.

● Troubleshoot company and customer issues remotely, or otherwise, ranging from password resets and hardware failure to VPN connections and virus removal.● Provide a knowledge base for troubleshooting scanner installation for WPI customers.● Provide a documentation format for resolved service requests.

● Troubleshoot company computers including hardware failure, password reset, OS settings, and internet settings.● Software installation and update.● Customer support; document and escalate to proper authority.

Career Service Department: attend and document meetings, follow up with graduated students, assist and record mock interviews, organize donations, research given topics and create data spreadsheets.IT Department: Update software, troubleshoot and repair student computers, install Windows 7, and deploy new computers.