Job Description Job Description
Position Summary Under the direct supervision of the IT Director, the System Administrator / Senior Help Desk Technician plays a key role in supporting and implementing GEM Mortgage's IT initiatives. This position is responsible for troubleshooting IT systems including servers, networking equipment, and desktop environments, as well as managing escalated tickets from Level 1 and Level 2 support staff.
Key Responsibilities - Manage user accounts across the corporate network and various SaaS platforms (e.g., Google Workspace, Microsoft 365, Byte LOS).
- Track equipment requests, configure, and deploy workstations for both branch and corporate staff.
- Perform on-site troubleshooting and support for physical hardware, including printers, switches, monitors, and servers.
- Handle escalated technical support tickets from Level 1 and Level 2 Help Desk personnel.
- Collaborate with the Programmer, Network Administrator, Help Desk team, and IT Director to ensure reliable operation of all GEM applications and services.
- Provide desktop and network support to remote and branch-based employees.
- Assist in maintaining high uptime for communication systems, network infrastructure, and servers.
Minimum Qualifications - At least 5 years of experience in IT and systems administration.
- A degree in Computer Science or a related field is preferred.
- Relevant technical certifications (e.g., CompTIA, Microsoft, Cisco) are advantageous.
Skills and Abilities - Flexibility to work outside of standard business hours as needed.
- Willingness to travel occasionally to offsite locations for setup and maintenance.
- Strong written and verbal communication skills.
- Knowledge of industry best practices in enterprise-level IT environments.
Disclaimer The above statements are intended to describe the general nature and responsibilities of the position. They are not intended to be an exhaustive list of all duties, responsibilities, or skills required. Additional duties may be assigned as needed.