Ticketing Associate Jobs in Scranton, PA (NOW HIRING)

SALARY

$61,600.00 - $77,000.00

JOB SUMMARY

Under general supervision, manages and supports enterprise account lifecycle processes, Active Directory, file security permissions, and related infrastructure to ensure secure, reliable, and efficient technology operations. Provides technical support for infrastructure projects, system configurations, troubleshooting, documentation, and service desk escalations. Maintains effective ticket management and operational documentation to promote timely issue resolution, consistent service delivery, and adherence to established standards. Contributes to the stability, security, and continuous improvement of the organization's technology environment.

ESSENTIAL JOB FUNCTIONS

• Assist in the planning, design, development, support, and implementation of account lifecycle management and file security permissions processes, including integrations with other systems, for technology solutions across the enterprise.

• Responsible for maintaining the health, security, and hygiene of the Active Directory environment, including account and access management.

• Automate processes and procedures, when feasible, improve efficiency, streamline operations, and establish consistent standards and structures.

• Monitor, audit, and maintain the Active Directory environment, including account settings, groups, and permissions, and perform remediation activities in accordance with established standards and procedures.

• Manage ticketing queues and assist with the escalation and resolution of tickets from organizational support groups.

OTHER JOB FUNCTIONS

• Participate in infrastructure projects, including planning, building, configuration, documentation, troubleshooting, and other related duties as assigned.

• Participate in team discussions and planning to support infrastructure operations and project initiatives.

• Provide Tier 2 level support to end users in various areas as an escalation point of the IT Service Desk.

• Participate in an established 24/7/365 on-call rotation to provide after-hours or emergency support

• Perform Microsoft 365 (O365) administration, provisioning, configuration, and maintenance activities.

• On a nontypical basis, may perform other additional duties not listed in this description that are in alignment with the scope of essential job functions.

MINIMUM QUALIFICATIONS

Knowledge, Skills, and Abilities Required

• Knowledge of enterprise-level infrastructure, infrastructure services, and related technologies, including server operating systems, Active Directory, enterprise email systems, and infrastructure applications.

• Knowledge of techniques and best practices related to the administration, management, and support of enterprise infrastructure services and solutions.

• Skill in troubleshooting and resolving complex system and application problems, conducting root cause analysis, and documenting findings and resolutions.

• Skill in using PowerShell scripting and programming logic to support system administration, automation, and process improvement.

• Ability to analyze complex technical issues, identify root causes, and develop and implement effective solutions.

• Ability to develop, improve, and implement processes and solutions to support infrastructure services and operational needs.

• Ability to provide technical assistance and support to users and transfer technical knowledge and expertise to others on basic and complex topics.

• Ability to organize and prioritize multiple tasks, manage competing demands, and meet established deadlines.

• Ability to exercise sound judgment and make effective decisions in resolving technical and operational issues.

• Ability to communicate clearly and effectively, both orally and in writing, with technical and non-technical audiences.

• Ability to establish and maintain effective working relationships with coworkers, customers, vendors, and others contacted in the course of work.

• Ability to provide exceptional customer service in a friendly, helpful, and professional manner while accurately assessing and responding to customer needs.

• Ability to handle difficult or stressful situations with professionalism and composure.

• Ability to read, interpret, and apply information contained in technical publications, manuals, documentation, and other written materials.

• Ability to understand and follow oral and written instructions.

• Ability to participate in an established on-call rotation and provide after-hours or emergency technical support, as required.

• Ability to work irregular hours, including evenings and weekends, as needed to support operational requirements.

• Ability to operate assigned equipment and perform work requiring extended periods of standing or walking.

Qualifying Education and Experience

• Associate's degree in Information Technology, Computer Science, or a related field.

• Three (3) years of experience administering Active Directory accounts and managing file permissions in an enterprise environment.

• Or an equivalent combination of experience and education.

PREFERRED QUALIFICATIONS

Knowledge, Skills, and Abilities

• System administration certificates or training in Microsoft solutions, scripting, or infrastructure environments are desirable. i.e. PowerScale Administration, Azure certification, AWS certification, Microsoft Fundamentals or Role-based certifications, etc.

• ITIL Foundation Certification

Preferred Education and Experience

• Experience with enterprise solutions for account administration, email, and infrastructure management and monitoring.

• Experience in automating tasks, processes, and workflows.

• Experience in scripting with PowerShell and/or other languages.

Employment Screenings Required

• Criminal Background Check

• Criminal Justice Information Services (CJIS) Fingerprint Background Check

  • Meet and maintain qualifications for CJIS access.

City of Arlington is an Equal Opportunity Employer.