Karen Andrews Group

IT Managed Service Administrator/Consultant Jobs at Karen Andrews Group

IT Managed Service Administrator/Consultant Jobs at Karen Andrews Group

Sample IT Managed Service Administrator/Consultant Job Description

IT Managed Service Administrator/Consultant

Our client, NEW, inspires and equips mission-driven people, organizations and communities to realize their visions of a just and thriving society. Additional information about this incredible organization can be found on their website.


The IT Managed Service Administrator/Consultant role is a vital role within our IT Managed Service Program. The IT team provides IT services and support to nonprofit organizations in Southeast Michigan. The group functions as an external IT department for small to midsize nonprofits.


As the IT Managed Service Administrator/Consultant (Tier 3), this role sets the tone for NEW's commitment to service, rooted in our organizational values of honoring diversity, investing in people, seeking to understand, collaboration, innovation and excellence in customer service. The Administrator will demonstrate a passion for and ability to deliver exemplary customer service; an interest in helping nonprofits; and a desire to see Southeast Michigan thrive.


This individual will work closely with Director of IT Managed Services and the tier 2 system administrators in the ongoing support of our client base;

- This position will work out of our Packard office;

- This position requires after hours on-call (nights and weekend) on a rotating basis

- The base hours of this position will be 9 a.m. to 5 p.m.

- The approximate time allocation for this full-time role will be: 40-50 hours a week


Primary Duties and Responsibilities:

  1. Lead for Tier 2 IT managed services - 35% of time
    • Support and coaching for tier 2 managed service system administrators in troubleshooting and resolution of tickets and projects.
    • Develop training documentation and videos for internal knowledge base.
    • Develop, plan, and implement IT overhaul / installation projects that will benefit client organizations, including network configuration and cabling.
    • Provide tech assessments, plan and implement onboarding of new clients, including cloud data migrations, email migrations, and setting up Azure virtual machines.
    • Manage security software relationship, Champion for Aadya.
    • Develop authentic familiarity with clients via email and personal interaction, exercising discretion and enabling connections where appropriate-showing interest in and understanding of their organizations.
  2. IT managed services consulting- 35% of time
    • Provide yearly IT assessments and quarterly check-ins for existing managed service clients. Create inventory and asset management plans, including network mapping.
    • Create content including documentation and videos for the self-help portion of Zendesk for existing managed service clients.
    • Meet and talk with clients as necessary to discuss desired or recommended IT changes.
    • Research and test IT hardware/software/network systems
    • Monitor emerging malware threats
  3. IT Consulting outside the managed service program - 20%
    • Work with the consulting team to develop videos for distribution as pay per view on IT topics.
    • Work to develop an IT learning community.
  4. Administrative time -10 % of time
    • Divvy management
    • Tsheets management
    • Team and staff meetings

Frequently cited statistics note that communities of color, women, and other marginalized groups apply to positions only if they completely meet qualifications. NEW encourages you to upend those statistics and apply to this position. We excitedly anticipate your application.

Education & Training:

Desired education level is Bachelor's in Information Technology or a related field. Required skills are network administration and strong IT skills, high-level of communication skills, leadership capabilities, personal management, expert level of customer service, teamwork, autonomy, responsibility and the desire to be of service to others.

Work Experience & Competencies:

Prior Work Experience

Previous experience in information technology, managing staff, working with many different personalities and ability to quickly analyze and problem-solve while holding multiple levels of information. At least five years of experience working in an IT department, Tech Support helpdesk or other customer service environment is strongly preferred.

Technical Competencies

  • Strong speaking and writing skills are required.
  • Exceptional customer service skills and the ability to communicate effectively in-person, on the phone and in writing.
  • Organized and detail-oriented, a quick learner with the ability to research and find needed information.
  • Extensive knowledge of Microsoft Windows 10, 8, and 7 operating systems as it relates to an end user.
  • Extensive knowledge of Mac OS X operating systems as it relates to an end user.
  • Extensive knowledge of Microsoft Windows Server 2019, 2016, 2012 R2, 2012, and 2008 R2 operating systems.
  • Extensive knowledge of cloud platforms including Microsoft 365 and Google workspace
  • Extensive knowledge of Terminal Services, Active Directory, Group Policy, Folder Redirection, Roaming Profiles, NTFS Permissions.
  • Extensive knowledge of networking devices such as routers, switches, firewalls, and wireless access points.
  • Extensive knowledge of networking protocols such as TCP/IP, DHCP, DNS, SMTP, IMAP, POP3, SSH.
  • Working knowledge of remote access technologies such as Remote Desktop, VNC, Splashtop.
  • Working knowledge of the Linux operating system, preferably Ubuntu Linux or other Debian-based systems.
  • Extensive knowledge of Enterprise Level email systems such as Google Apps, Office 365 and Microsoft Exchange.
  • Working knowledge of virtual environments.
  • Familiarity with smartphones such as iPhones, Androids, and Windows smartphones and tablets.
  • Familiarity with Thin Client technologies such as the Linux Terminal Server Project.
  • Extensive knowledge of cloud platforms; Google Workspace, Microsoft 365, Microsoft Azure.
  • Knowledge of programming or scripting language(s) a plus
  • Knowledge of MySQL and MSSQL database administration is a plus.
  • Knowledge of CMS's such as Wordpress, Drupal, and Joomla a plus.

Behavioral Competencies

  • Service Oriented: Thrives on human interaction; enjoys providing helpful and timely customer service (a service-oriented mindset is critical). A cool head under pressure, analysis, problem-solving, influencing skills, building positive, long-term work relationships, trustworthy, reliable, enthusiastic, works independently and in collaboration with others, a track record of follow-through and can discreetly handle confidential information.

  • Team Player: Prioritizes the needs of the organization above other considerations; assumes roles outside scope of job description when necessary to keep organization running smoothly and help meet customers' needs; enthusiastically embraces the "servant leadership" philosophy for working with colleagues and customers.

  • Entrepreneurial Mindset: Embraces a mission-based business model where every employee is accountable for the organization's success in achieving its earned revenue goals.

  • Project Management: Able to work on multiple projects at once; very strong organizational skills.

  • Leadership and Initiative: Comfortable working toward objectives in a "hands-off" professional environment; able to work independently to reach program and personal goals and solve problems. Willing to embrace professional growth through internal coaching and external training.

  • Communication: Expresses ideas and thoughts clearly and effectively; able to form strong working relationships with colleagues and others; feels comfortable training and presenting to large and diverse audiences; provides helpful and timely customer service; able to work successfully with diverse individuals and groups.

  • Innovation and Problem Solving: Able to secure relevant information to identify key issues or problems and recommend viable solutions; able to adjust activities and goals based on changing circumstances.

Our Statement on Diversity:

We believe that our mission is most effectively fulfilled through a commitment to inclusiveness as a core value and practice.

We maintain that building and sustaining diversity requires an ongoing commitment to inclusion that must find full expression in our organizational culture, values, norms, and behaviors. Throughout our work, we support diversity across all lines of difference, including age, economic circumstance, ethnicity, sex, race, range of ability, religion, sexual orientation, and gender identity/expression. We aim to lead by example, viewing and encouraging diversity as a fundamental and abiding strength of the nonprofit sector in Southeast Michigan and beyond.

Our Mission:

Nonprofit Enterprise at Work (NEW) inspires and equips mission-driven people, organizations and communities to realize their visions of a just and thriving society.

Our Vision:

Empowered leaders, flourishing nonprofits, and vibrant communities.

Our Values:

Because we believe that communities, organizations and people are filled with potential waiting to be unleashed . . .

  • We Honor the rich diversity of people, experiences and ideas.
  • We Invest in our people, clients, and communities.
  • We Seek to Understand by promoting lifelong learning for ourselves and our clients.
  • We Collaborate by supporting each other as team members and through partnerships.
  • We Innovate by encouraging creativity and finding solutions.
  • We Deliver exceptional service - every time.

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