Systems Administrator / Operations Support Specialist

Overview

The Systems Administrator / Operations Support Specialist will act as the first point of contact for technical support, ensuring smooth day-to-day operations for client systems. This role involves managing service requests, troubleshooting technical issues, and coordinating with cross-functional teams to resolve incidents efficiently. The position requires strong service management knowledge, technical expertise, and excellent communication skills.

Responsibilities

• Provide daily first-level (Tier 1) technical support via Footprints ticketing system or other support channels
• Manage and prioritize both scheduled and urgent support requests with high responsiveness
• Act as a liaison between end users and technical teams (DBAs, system admins, network admins, security specialists, SMEs)
• Triage, categorize, and assign tickets to appropriate subject matter experts
• Ensure accurate ticket documentation for reporting and tracking purposes
• Troubleshoot connectivity issues and assist in identifying root causes
• Support service request, incident, and problem management processes
• Assist in communicating application updates and changes to clients
• Follow established IT service management processes and suggest improvements
• Maintain high standards of customer service and user satisfaction

Must Haves

• 2+ years of Tier 1 technical support experience
• Strong experience with Service Management processes (incident, request, and problem management)
• Proven experience in ticket triaging, prioritization, and categorization
• Hands-on experience with:
• Microsoft Great Plains 2016
• Quadrant Workforce
• BSSI Health Financial Management Module
• Citrix
• Active Directory (AD) account creation
• Knowledge of Windows and Linux server environments
• Experience supporting remote users/clients

Nice to Haves

• Experience in the healthcare/public sector environment
• Knowledge of personal health information protection regulations
• IT certifications such as:
• CompTIA A+
• ITIL Foundation (or equivalent experience)
• Familiarity with IT infrastructure and enterprise systems