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IT Support

LKA & Associates LLC

  • Glen Burnie, MD
  • 23 days ago

    Highlights

    This role is responsible for the maintenance and configuration of existing systems and the exploration and implementation of new IT services, and provides tier 2/3 technical escalation support within the team to ensure proper and speedy resolution of various technical issues and problems relating to hardware, software, and peripherals. Manage the selection, testing, configuration, and deployment of new hardware, software, networks, and SaaS (Software as a Service) platforms.

    Numbers & Facts

    LocationGlen Burnie, MD

    Description

    Overview -
    The IT Support team will provide application and engineering support for all IT Infrastructure and Services. This role is responsible for the maintenance and configuration of existing systems and the exploration and implementation of new IT services, and provides tier 2/3 technical escalation support within the team to ensure proper and speedy resolution of various technical issues and problems relating to hardware, software, and peripherals.
    Daily Responsibilities -
    • Identify ways to simplify, automate, and improve the accuracy of IT systems management processes
    • Manage the selection, testing, configuration, and deployment of new hardware, software, networks, and SaaS (Software as a Service) platforms
    • Create automation tools and scripting to improve and drive efficiencies in IT business processes
    • Create project documentation and plans for systems management and implementations
    • Manage IT support request ticket queue escalations to meet established service levels
    • Handle advanced service requests on application automations, business processes, and functions
    • Define methods for provisioning users, computer hardware, and network/telecom configurations
    • Provide resolution to common issues and questions about IT systems and processes. Provide IT service management principles to support requests through reporting, incident management, and proper escalation
    • Monitor system alerts and repair minor errors; escalate issues if needed.
    • Periodic security check-ins for accounts; monitor users at risk on a weekly basis.
    Required Qualification -
    • At least 3 years of related work experience, or equivalent related certifications and/or education
    • Experience with Microsoft 0365, Azure, Active Directory administration, Entra
    • Experience with SaaS software implementation, configuration, and administration (NetSuite, Jira, SharePoint, O365, etc.)
    • Experience working with Microsoft automation tools like Power BI and Fabric.
    • Understanding of AI tools and implementation. (Copilot, Claude)
    • Understanding of business process automations (Microsoft Power Automate, Flows, Jira Automation)
    • Experience with configuring Mobile Device Management applications (Intune preferred)
    • Advanced skills with hardware and computer provisioning
    • Ability to learn new software and hardware systems
    • Experience with IT Service Desk or Help Desk processes and environments
    • Experience designing IT process workflows (ITIL/ITSM)
    • Experience with Security incident response
    • Experience leading projects to implement new IT Services
    • Knowledge of IT security principles, IT Service Management, and Asset Management
    • Skilled in Warehouse technologies, such as barcode scanners, label printers, and mobile devices
    • Ability to work within the Microsoft 365 environment (SharePoint, Outlook, Office, etc.)
    • Ability to provide support remotely, through video, chat, and written communications
    • Technical and Process documentation

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