Desktop Administrator II, IT Infrastructure

Why Ryan?

• Global Award-Winning Culture

• Flexible Work Environment

• Generous Paid Time Off

• World-Class Benefits and Compensation

• Rapid Growth Opportunities

• Company Sponsored Two-Way Transportation

• Exponential Career Growth

Duties and Responsibilities:

People:

• Provides Tier 1-2 helpdesk support in an enterprise computing environment of 6,000+ users.
• Participates in team knowledge sharing and informal cross-training efforts.
• Offers guidance and peer mentorship to Team Members
• Troubleshoots and resolves technical issues up to VP-level Team Members with professionalism, positivity, and urgency.
  Participates in cross-training and knowledge sharing with Team Members.
• Participates in the Desktop Administration on-call support rotation as needed.

Client:

• Responds to support tickets and service requests via collaboration tools using phone, ticketing systems and remote tools.
• Supports both remote and in-office users, ensuring resolution within SLA targets.
• Assists with desktop software deployments, imaging, application installations, and patching.
• Helps track and maintain hardware assets and inventory records.
• Supports end-user onboarding and workstation setups, including office moves and hardware swaps.

Value:

• Performs diagnostics, imaging, and repair of desktops, laptops, and peripheral devices such as monitors and printers.
• Supports office moves and equipment relocations, including workstation reconnects and peripheral configuration.
• Ensures endpoints are compliant with Firm standards for security, firmware, patching, antivirus, and encryption.
• Maintains current BIOS/firmware and standard software versions on supported devices.
• Collaborates with cross-functional infrastructure and network teams during escalated troubleshooting or upgrades.
• Contributes to process improvement and efficiency through documentation, automation support, and ticket trend analysis.
• Assists in hardware inventory management and lifecycle tracking of firm-owned equipment.
• Adheres to Firm policies, including software licensing, data handling protocols, and privacy regulations (e.g., GDPR).
• Other duties as assigned.

Education and Experience:

High-school diploma or GED required; 3-5 years of desktop support experience in a corporate or enterprise environment supporting both Windows and macOS devices preferred.

Computer Skills:

Strong technical troubleshooting skills are required, with working knowledge of Windows 11, macOS, and Microsoft 365 applications (Outlook, Word, Excel, and OneDrive). Experience supporting collaboration and conferencing tools such as Zoom and Microsoft Teams is also required.

The role requires hands-on experience with ticketing systems such as Ivanti or ServiceNow, remote support platforms like Ivanti Neurons or TeamViewer, and endpoint management tools such as Microsoft Intune and SCCM. A solid understanding of Active Directory for user and device management is expected.

Familiarity with device encryption (e.g., BitLocker), basic network troubleshooting, software deployment, firmware updates, and secure imaging best practices are highly preferred. Exposure to PowerShell scripting and automation tools is a plus.

Certificates and Licenses:

A valid driver’s license is required due to occasional travel and on-site support.  Industry certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate are preferred.  Certifications in ITIL Foundation or Jamf 200 (for macOS environments) are considered a plus.  Exposure to security or network-focused training, such as CompTIA Network+ or Security+ are beneficial.

Supervisory Responsibilities:

This position has no supervisory responsibilities.

Work Environment:

• Standard indoor working environment.
• Occasional long periods of sitting while working at the computer.
• Must be able to lift, carry, push or pull up to 30 lbs.
• Regular interaction with internal stakeholders and external vendors.
• Independent Travel requirement: less than 10%