IT Administrator

Description

Job Summary:

CERTEX USA is seeking a motivated and detail-oriented Service Desk Administrator (IT Administrator I) to join our Information Technology team. In this role, you will serve as the primary point of contact for Level 1 technical support through our HaloPSA help desk platform, while also contributing to network administration, systems administration, and security engineering initiatives. This position is ideal for an early-career IT professional looking to grow their skills across a broad range of enterprise technology disciplines.

Key Responsibilities/Essential Duties

· Help Desk & Service Desk Support

· Serve as the first point of contact for all inbound IT support requests via the HaloPSA ticketing system (phone, email, and portal)

· Triage, log, prioritize, and resolve Level 1 help desk tickets in a timely and professional manner

· Escalate unresolved issues to Level 2/3 support or appropriate team members with clear documentation

· Maintain accurate ticket notes, resolution steps, and closure documentation within HaloPSA

· Provide end-user support for hardware, software, peripherals, and M365 applications

· Assist with onboarding and offboarding of employees, including account provisioning and equipment setup

· Contribute to the development and maintenance of the IT knowledge base and user-facing documentation

Network Administration

· Assist with monitoring and maintaining LAN/WAN infrastructure across multiple branch locations

· Support configuration and troubleshooting of switches, routers, firewalls, and wireless access points

· Help manage internet connectivity, including primary fiber and failover broadband/4G-5G circuits

· Assist with VPN administration and remote access support for distributed workforce

Software & Technology Implementations

· Assist in the administration of Windows Server environments, Active Directory, and Microsoft 365 (M365/Azure AD)

· Support desktop and endpoint management including imaging, software deployment, and patch management

· Assist with virtualization environments (e.g., Citrix, VMware/vSphere) as directed

· Participate in hardware lifecycle management, including workstation deployments and thin client replacements

· Assist with vendor coordination and IT asset tracking

Qualifications Required

· 1+ year of experience in a help desk, service desk, or IT support role (internship experience considered)

· Familiarity with ticketing/ITSM systems (HaloPSA, ServiceNow, Zendesk, or similar)

· Working knowledge of Windows 10/11, Microsoft 365, and Active Directory

· Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN)

· Strong written and verbal communication skills with the ability to explain technical concepts to non-technical users

· Ability to manage multiple tasks, prioritize effectively, and work both independently and as part of a team

Preferred

· Associate's or Bachelor's degree in Information Technology, Computer Science, or related field

· Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications (MD-102, AZ-900, etc.)

· Experience with endpoint security tools (SentinelOne, Defender, etc.) or EDR platforms

· Exposure to virtualization technologies such as Citrix or VMware

· Experience with VoIP systems (3CX, Yealink, or similar)

· Familiarity with Azure AD, Intune, or M365 administration

Physical and Other Requirements:

· Primarily an on-site office environment

· Minimal travel required (approximately 5–10%)

· Must possess a valid driver’s license and successfully pass a background and drug screening

· Regularly required to sit and perform repetitive hand motions (e.g., typing)

· Must be able to lift up to 25 lbs

· Requires close visual acuity for detailed work (computer screens and printed materials)

· Frequent verbal communication, both in person and via phone

· Must be able to read, write, and speak English proficiently

Compensation and Benefits:

• $55K-$60K Annual Base Salary 
• Vacation and Sick Leave
• 9 Holidays and 1 Floating Holiday
• 401k with 401k Match
• Medical, Dental, Vision, Life, Voluntary Life, Long and Short-Term Disability, Hospitalization, Critical Illness, Accident and Pet Insurance

Other duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.