Duties

The Information Technology (IT) Administrator is a member of the Diplomatic Technology team. Administer IT systems ensuring confidentiality, integrity, and availability. This involves providing Tier 1 and Tier 2 technical support to customers through multiple channels, conducting system analysis and configuration management, and operating systems with a post-wide impact level. Collaborate with cross-functional teams to address complex technical issues. Assist in network security measures, conduct system audits for compliance, and educate users on information security best practices. Participation in Diplomatic Technology (DT) initiatives and fulfillment of other assigned duties round out the role, emphasizing a comprehensive approach to IT administration and support. Utilize system administrator privileges to provide Tier 1 and Tier 2 technical support for both on-premises, cloud-hosted applications, platforms, and server infrastructure. Manage service requests and IT incidents across all contact channels, performing ticket triage, and handling incidents in line with service desk targets and ICASS standards. Create, assign, or update tickets on behalf of customers as needed.