Senior Systems Administrator, Service Desk

ABOUT THE TEAM

We are looking for a highly motivated individual to join our Enterprise IT Operations team in Lexington, MA. Our team strives for an exceptional end user experience and a culture of excellence and continuous improvement. This position will support key day-to-day processes such as technical support for software and hardware, imaging and configuring Windows, Linux and Apple computers with latest software and assisting with various upgrades across the Anduril tech-fleet. This role will be primary support to our Lexington, MA office and surrounding locations.

ABOUT THE JOB

• Provide primary on-site and remote technical support for software and hardware.
• Handle tickets in Jira Service Management system.
• Support Video Conferencing for on-site VIP events.
• License administration of end user software including but not limited to Adobe, Lucid, etc.
• Identify persistent problems and recurring failures for root cause analysis.
• Manage and support Windows, Linux and Mac OS.
• Understanding and experience with VDI, Azure, AWS, Parallels, Ubuntu, NixOS, and RHEL
• Responsible for deploying, recovering, maintaining and tracking of IT hardware.
• Assist with on-going operational improvements and enforce changes.
• Participate in or lead projects as assigned.
• Participate in a weekly on-call rotation.
• Travel to our offices in the North East region as needed, specifically the offices in the Greater Boston area.
• Identify and document knowledge articles and SOPs for end users and internal IT.

REQUIRED QUALIFICATIONS

• At least 7 years of experience in a senior service desk, system admin, or lead technical role
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team.
• Extremely detailed oriented.
• Excellent customer service.
• Strong analytical and problem-solving skills.
• Experience with ticketing systems and managing a ticket queue.
• Experience supporting IT systems, networks and related technologies.
• Experience with endpoint management tools (SCCM, Jamf, Workspace One, etc.).
• Excellent knowledge of PC and Apple hardware.

Preferred Qualifications

• Prior experience using and/or administering JIRA Service Management or similar ITSM tools.
• Experience with documentation platforms (Confluence, Quip, OneNote, SharePoint).
• Experience with Zoom and related video conferencing hardware.
• Experience with Okta or other similar IAM tools.
• Experience in a Zero Trust / BeyondCorp environment.
• Familiarity with Government systems access (CAC).