IT SUPPORT AND JUNIOR SYSTEMS ADMINISTRATOR

Summary: The IT Support & Junior Systems Administrator is responsible for providing front-line technical support while assisting with the administration, maintenance, and security of the organization’s IT infrastructure. This role blends hands-on end-user support with foundational system administration duties across hardware, software, network, and cloud environments.  This position ensures reliable operation of end-user systems and contributes to the stability, performance, and security of servers, networks, and SaaS platforms.    Essential Duties and Responsibilities: Provide day-to-day support for end users, including troubleshooting hardware, software, printers, and network connectivity issues Install, configure, and maintain desktop/laptop systems and standard business applications Respond to support requests and incidents using ticketing systems and support tools Assist users with operational questions and provide ongoing technical guidance and training Support phone systems and end-user communication tools Troubleshoot and escalate complex issues to senior IT staff when necessary Maintain a high level of customer service with a proactive, user-focused approach Assist with deployment, configuration, monitoring, and maintenance of servers, SaaS platforms, and cloud environments Support system security, patch management, backups, and antivirus/endpoint protection processes Monitor system performance and usage to ensure availability, efficiency, and reliability Assist with administration of virtualization platforms and cloud services (e.g., VMware, Azure) Implement configuration changes, updates, and new software solutions as directed Support network components including switches, firewalls, wireless, and VPN connectivity Contribute to documentation, standards, and IT policy enforcement Participate in system maintenance tasks and hardware lifecycle management    Non-Essential Duties and Responsibilities: Assist with IT onboarding and training for new employees  Maintain documentation for systems, procedures, and troubleshooting steps This job description is not intended to cover or contain a comprehensive listing of activities, duties, or responsibilities. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.   Required Education and Experience: 1–3 years of IT support and/or systems experience Strong knowledge of PC hardware and operating systems Basic understanding of IP networking concepts Familiarity with system security, patching, and antivirus tools Experience troubleshooting end-user issues in a business environment  Strong written and verbal communication skills   Preferred Education and Experience: Experience with virtualization platforms (VMware) Exposure to cloud platforms (Azure, AWS)  Knowledge of SaaS applications and integrations Familiarity with networking equipment (Cisco, Meraki, Palo Alto, etc.) Experience with backup solutions (e.g., Veeam) Relevant certifications (CompTIA A+, Network+, Microsoft, VMware) preferred    Physical Demands and Working Conditions: Work is performed in an office environment and requires the ability to operate standard office equipment and keyboard, including lifting and carrying a laptop and other items up to 40 pounds with assistance. Prolonged exposure to computer screens and artificial lighting. Use of repetitive motion, standing, bending, sitting, lifting, and walking short distances. May require travel to locations or sites as needed. Travel occurs in all weather conditions, including extreme heat and cold. Frequent in person interaction with KOA employees in various settings, where noise level is typically low to moderate, including office spaces. Will experience occasional interruptions and shifting priorities.