Overview

The Systems Engineer Associate (SEA) maintains and supports the IT computing environment and its users. This includes resolution of technical problems, documentation of procedures, and cross training of support specialists. The role supports various IT teams and projects and provides suggestions on process improvements. Under the guidance of the team, the SEA evaluates tools and utilities that could enhance the capabilities of the team. The SEA is capable to work on problems with oversight, and proactively escalate to senior staff as needed.

Responsibilities

Supports the outsourced Level 1 Service Desk and independently resolves Level 2 incidents and service requests across enterprise environments.
Administers and supports IT infrastructure across on-premises and cloud platforms, including Microsoft 365, Entra ID (Azure AD), and endpoint management via Microsoft Intune.
Leverages monitoring tools and analytics to track system performance, proactively identify trends, key metrics and risks.
Provides advanced configuration, troubleshooting, and end-user support for devices, applications, and collaboration tools, including M365 and Copilot-enabled productivity solutions.
Develops and maintains knowledge base articles; leads cross-training initiatives to enhance team capability and self-service support.
Participates in and delivers small to medium-sized technical projects, including endpoint modernization, cloud adoption, and automation initiatives.
Designs, maintains, and monitors automation scripts using PowerShell and other scripting languages to improve operational efficiency.
Participates in an on-call rotation to support business continuity and incident response requirements.
Tracks and manages hardware assets, endpoint inventory, and software licensing, ensuring compliance and cost optimization.
Reviews and enhances documentation for systems, services, and operational procedures, addressing gaps and improving consistency.
Performs additional responsibilities as required to support team objectives and evolving business needs.
This is a hybrid role with the expectation to work on-site a minimum of 2 days per week after the six-month probationary period. During the probationary period, the role is 100% on-site.

Qualifications

Bachelor’s degree in computer science, or minimum one-year experience in the technology field including interns.
Knowledge of Lean / Six Sigma techniques and tools is a plus.
Foundational certifications are a plus.
Knowledge of the ITIL framework.

SPECIAL SKILLS AND ABILITIES REQUIRED

Solid problem-solving aptitude with analytical and deductive skills.
Strong oral and written communication to all levels within the enterprise is a must.
Proficient capabilities using Microsoft products and technologies.

Ability to: Administer, verify, and document IT systems; communicate information in oral and written form to all levels within the enterprise; establish and maintain cooperation, understanding, trust, and credibility; perform multiple tasks concurrently and respond to emergency situations effectively.

Note: Employees are required to be fully vaccinated against COVID -19 as a condition for employment.

This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. The description is not an exhaustive list of all duties, responsibilities, knowledge, skills, and abilities, and working conditions associated with this position. All requirements are subject to possible modification and reasonably accommodate individuals with disabilities.

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