Service Desk System Administrator

Essential Function: To ensure the best use of available technology to enhance the ability of Maryland Legal Aid to provide high quality legal services. This is a perfect role for an enthusiastic team player who wants to grow skills in IT and explore new technologies while having a positive impact on those you are serving. This is a hands-on position with exposure to technologies like Virtualization, Private Cloud, Virtual Desktop Infrastructure, Cloud Security, VoIP telephone systems and a variety of other IT admin tools. 

Duties and Responsibilities:

• Responsible for providing first and second level support to the end-user community on hardware, software and network related problems, questions and/or issues.
• Support the Virtual Desktop environment with VMware Horizon View.
• Troubleshoot and determine problems for operating systems (Windows 7/8/10), applications (MS Office, SharePoint etc.), VOIP based telephone systems, and remote access.
• Provide user experience monitoring, validation and diagnostics using Liquidware Stratusphere.
• Responsible for creating and deploying baseline configuration images for computer installations using Ghost, ImageX, VMware View/Mirage or other similar imaging technology.
• Manage Antivirus software (Trend Micro) for both physical and virtual environment and remote access solutions like VNC, Join.me, etc.
• Be responsible for opening, tracking and closing trouble tickets.
• Install new and rebuild existing servers in accordance to project and operational requirements.
• Ensure help desk problem ownership and promote end-user satisfaction.
• Work closely with other IT Staff members to develop collaborative solutions and ensure Maryland Legal Aid’s needs are being met.
• Maintain IT Inventory information.
• Discuss and evaluate technology initiatives / improvements with IT management.
• Perform other duties and work assignments as assigned by your Supervisor.