This role is to provide a first point of contact for internal and external clients needing support and maintenance within the organization's infrastructure and desktop environment. This includes installing, diagnosing, repairing, maintaining and upgrading all PC/laptop hardware and equipment to ensure optimal workstation performance.

This role will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required. Ultimately, the IT Systems Administrator is responsible for ensuring that an effective solution is provided to the user.

Additional responsibilities include supporting day to day operations and maintenance of all systems including servers, network, and user accounts across all platforms. Candidates should feel comfortable providing technical expertise in selecting solutions and services to support business requirements.

Essential Duties:

• Perform routine and on-call systems support. Detect, analyze, diagnosis, and resolve discrepancies and system failures. Facilitate and perform resolution activities to minimize business impact and avoid future exposure.
• Coordinating with other IT areas to resolve problems if necessary. Utilize help desk ticketing system to ensure all aspects and phases of support are coordinated, monitored, logged, and resolved to a standard that consistently exceeds customer expectations.
• Provide onsite technical support in the opening of new offices and moving of existing offices, including determining and ordering the best method of network connectivity, working with local contacts to ensure timely completion of infrastructure requirements, as well as, providing recommendations regarding technology utilized in remote offices.
• Maintain, oversee, and manage, local server environment, both physical and virtual, to include Windows server 2016 to 2022.
• Act as technical liaison between USAA RE and external managed service providers. Managing relationships and ensuring standardization and security is maintained across all levels of the IT operation on an ongoing basis.
• Provide for a secure environment, safeguarding client information and critical USAA RE data, ensuring all laptops, desktops, and server operating systems are up to date with patches and antivirus. Develop and document procedures as needed for maintaining and ensuring processes are followed on an ongoing basis, including producing auditable documentation on a quarterly basis
• Responsible for creating and maintaining documents critical to the day to day operation of the USAA RE network to include; ensuring data is accurate and up to date. Ensure inventory is maintained including warranties and maintenance contract expiration, monitoring dates to ensure timely renewals. Maintain IT equipment inventory for the company and order ongoing equipment needs.
• Perform other essential duties as assigned.

• Bachelor’s degree in computer science or information systems; or equivalent work experience
• 8+ years of technical help desk support experience; Tier III preferred
• VDI experience a plus
• Experience in utilizing a help desk ticketing system
• Experience with Office 365
• Must be able to work in a team environment
• Willing to work an on-call rotation
• Must be willing to work on-site and show proof of COVID-19 vaccination (or request and receive an authorized exemption)
• Qualifications may warrant placement in a different job title.

Key Competencies:

• Must have strong Project management & Time management skills, detail oriented
• Excellent interpersonal skills, ability to interface with all levels of employees
• Strong oral and written communication skills

USAA Real Estate Company is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.