IT Support Administrator

Job Purpose:
 

To implement and manage the ticket/case system for IT/operations/maintenance issues, troubleshoot system and network problems, and provide support for computer hardware, software, and networks. This role involves serving as the first point of contact for technical assistance and ensuring smooth operation of IT systems.

Key Responsibilities:

Ticket Management:

• Implement and manage the ticket/case system for managing IT/operations/maintenance issues and requests.
• Track and resolve tickets/issues, ensuring timely and effective solutions.

Technical Support:

• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Replace parts as required and install/configure computer hardware, operating systems, and applications.
• Monitor and maintain computer systems and networks.

User Assistance:

• Serve as the first point of contact for staff seeking technical assistance over the phone, in-person, or via email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Walk staff through a series of actions either face-to-face or over the phone to assist system implementations and/or resolve issues.
• Provide guidance on IT products or services.

Documentation and Reporting:

• Provide support including procedural documentation and relevant reports.
• Create Standard Operating Procedures (SOPs) for operations tasks.

Training and Support:

• Assist with the training of new employees for the technology portion of training.
• Assist clients with company-related software issues such as their client portal and company file storage.

Software Testing:

• Beta test software for compatibility and effectiveness.
• Support the roll-out of new applications.

Competencies:

Integrity

• Consistently demonstrates ethical behavior.
• Addresses minor ethical issues independently.
• Ensures confidentiality and privacy in more complex situations.

Accountability

• Manages own workload and meets deadlines with minimal supervision.
• Takes responsibility for the outcomes of projects.
• Proactively addresses issues and takes corrective actions.

Customer Focused

• Addresses customer needs independently.
• Handles more complex customer inquiries and complaints.
• Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

• Plans and organizes own work efficiently.
• Balances multiple tasks and projects effectively.
• Uses advanced organizational tools to manage time.

Communication

• Communicates effectively in a variety of settings.
• Tailors messages to the audience and situation.
• Facilitates productive discussions and meetings.

Teamwork

• Contributes to team goals and objectives.
• Builds positive relationships with team members.
• Resolves minor conflicts within the team.

Self-Motivated

• Takes initiative to improve processes and outcomes.
• Manages own workload and sets personal goals.
• Pursues continuous learning and development.

Required Qualifications:

• Intermediate to high computer skills.
• Experience handling of sensitive and private data.
• Proficient in Google and Microsoft applications.
• Background in IT-oriented or customer support fields.
• Must be able to effectively organize, prioritize, and manage multiple tasks.
• Strong organizational skills.
• Strong written and verbal communications.
• High school diploma.

Preferred Qualifications:

• College degree in IT or a related field.
• Additional certifications or coursework related to IT support or network administration.

Performance Metrics:

• Ticket Resolution: Timely and effective resolution of IT/operations/maintenance issues.
• User Satisfaction: Measured by user feedback and satisfaction survey results.
• System Uptime: Maintenance of high system availability and minimal downtime.
• Documentation Quality: Accuracy and thoroughness of procedural documentation and reports.

Anderson Business Advisors has been awarded the Top Places to Work honor by the Las Vegas Business Review Journal 5 years in a row!

Anderson Business Advisors is an award-winning workplace -- voted Top Places to Work in 2020, 2021, 2022, 2023 and 2024 by the Las Vegas Business Review Journal, as well as Intuit's Firm of the Future award in 2020. Anderson Business Advisors is growing at a phenomenal rate, and we owe this success to our dynamic team, our commitment to excellent service, and our valued clients.

Serving investors and small business owners nationally since 1999, Anderson Business Advisors is the nation's premier asset protection and tax planning firm. With a focus on providing excellent service, Anderson Business Advisors brings attorneys, CPAs, and other professionals under one roof to empower our clients to protect themselves and their investments from the growing legal and tax threats of an increasingly complex world.

At Anderson Business Advisors, we're looking for friendly, driven, and passionate individuals to help us continue our mission as we empower investors and business owners to preserve and protect their wealth, find financial freedom, and create a legacy for their loved ones and communities.

We support our team with ongoing training and professional development while providing internal advancement opportunities for driven team members who want to grow within Anderson as they succeed professionally and personally.

Anderson Advisors offers robust benefits including:

• Embrace flexibility with a hybrid work schedule, balancing remote and in-office work seamlessly.
• Kickstart your journey with a robust onboarding program that equips you with in-depth knowledge about our organization, services, and products.
• Prioritize your health with comprehensive medical, dental, vision, and short-term disability coverage—all provided at no cost to you.
• Plan for the future with a 401(k) matching program, starting at 4% after just 3 months of employment.
• Recharge and rejuvenate with generous paid time off, including 16 days in the first year and 21 days after one year of employment, in addition to 8 paid company holidays.
• Stay active with a $35 monthly gym membership subsidy.

Please note that a full background check, drug screen, internet, and social media search are required for employment.