IT Systems Administrator
Pinnacle MEP is a Private Equity Merger & Acquisition Company headquartered in St. Clair Shores, Michigan. We support our HVAC/Plumbing/Electrical operating companies located throughout Michigan, Ohio, and Indiana. Our team are seeking a highly skilled and motivated IT Systems Administrator to facilitate our IT support function and manage day-to-day helpdesk operations. In this role, you will also oversee Microsoft 365 administration and tech support services. You will be responsible for ensuring the smooth operation of the helpdesk, delivering exceptional customer service, and providing technical support across the organization. This individual will report to the IT Director.
Essential Duties and Responsibilities:
Desk & Tech Support Management:
- Manage the operations of the helpdesk function providing support, guidance and training to internal users on technical systems and processes, ensuring timely and effective responses to internal requests for IT support.
- Oversee the ticketing system to track and prioritize support requests, ensuring issues are resolved efficiently and effectively.
- Ensure that all incidents and problems are logged, tracked, and resolved following established best practices. Maintain KPI goals.
- Maintain clear communication with users throughout the resolution process, providing updates on ticket status and outcomes.
- Monitor remote support cases and escalate when needed for resolution in a timely manner.
- Manage remote desktop support services, ensuring that end-users have access to troubleshooting and resolution, regardless of location.
- Develop and refine remote support processes to ensure consistent, high-quality service delivery.
Microsoft 365 Administration:
- Oversee the administration of Microsoft 365 applications, including Exchange Online, Teams, SharePoint, OneDrive, and other productivity tools.
- Manage user accounts, licenses, and security settings within the Microsoft 365 environment.
- Troubleshoot and resolve Microsoft 365-related issues and provide proactive support for end-users.
- Keep up to date with the latest Microsoft 365 features and best practices, ensuring the organization is leveraging the platform effectively. Make recommendations for system improvements and upgrades and facilitate them, as appropriate.
Asset Management:
- Define new computer selection/ordering, base configuration of setup, and deployment strategies.
- Track and monitor the location and working order of the organization's technology assets.
Process Development, Improvement, Training, and Reporting:
- Identify opportunities for improvement in helpdesk operations, Microsoft 365 utilization, and remote support processes.
- Create and present regular performance reports to management, including helpdesk metrics, support trends, and Microsoft 365 optimization recommendations.
- Proactively monitor systems and services to identify potential issues before they affect users.
- Provide training and documentation to end-users on Microsoft 365 applications and other IT tools.
- Offer ongoing support to employees on IT-related inquiries, troubleshooting, and best practices.
Other:
- Work closely with the head of IT to resolve more complex technical issues.
- Assist with IT projects and rollouts as needed, including software updates and new system integrations.
- Participate in support of ERP systems while working with ERP analysts and support teams
- Interface and collaborate with outside 3rd-party agencies that manage select support services, VOIP management, and additional onsite tasks.
- Manage workload and escalate complex issues as needed.
Additional Duties and Responsibilities:
This job description is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities or working conditions associated with the position. Additional duties may be assigned by the manager.
Required Qualifications:
- Bachelor's degree in computer science, Information Technology, or related field.
- Proven experience (10+ years) in IT support and helpdesk management, with at least 5 years in a supervisory role.
- Support of ERP systems is a plus.
- Experienced with supporting users and managers at remote locations.
- Familiar with Microsoft 365 administration, including user management, license assignment, security, and troubleshooting.
- Experience in remote desktop support, including tools like TeamViewer, Remote Desktop Services (RDS), or similar.
- Familiarity with best practices for incident, problem, and change management.
- Excellent problem-solving skills, with a customer-centric approach to service delivery.
- Strong leadership, communication, and interpersonal skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Must reside near Detroit, MI.
This is a full-time WFH position based out of metro Detroit, MI. There will be occasional travel to our operating companies. We offer a competitive salary and full benefit package with opportunities for growth and development. An updated resume is required for consideration.
