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Junior System Administrator Role
at Gandara Mental Health Center
Agawam, MA

Junior System Administrator Role
at Gandara Mental Health Center
Agawam, MA

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Junior System Administrator Role

Junior Systems Administrator

Junior Systems Administrator is to provide fast and useful technical assistance on Windows and Mac computers, Audio/Visual equipment, printers and more. Answering questions on basic technical issues and work towards resolving issues for employees.

Roles & Responsibilities:

  • Serve as the 2nd point of contact for internal customers seeking technical assistance over the phone, in person, over Slack or via email, if Helpdesk Staff can’t resolve issue.
  • Perform remote and in person troubleshooting support through diagnostic techniques and pertinent questions.
  • Installing, diagnosing, analysis, repairing, modifying.
  • Walk the user through the problem-solving process and use judgement to determine best solutions.
  • Direct unresolved issues to the next level of support personnel after gathering all technical details needed for issue resolution.
  • Monitor our PRTG Network Monitoring system for Outages and Resolutions.
  • Provide accurate information on IT products or services provided to staff.
  • Record events and problems and their resolution in a ticket system.
  • Pass on any feedback or suggestions by users to the appropriate staff.
  • Identify and suggest possible improvements on procedures.
  • Be able to prioritize multiple requests while maintaining a high level of service.
  • Desktop, Laptop, A/V, printer and mobile device support required.
  • Keep our Information Technology SharePoint Site up to date with the latest instructions and troubleshooting guides for technologies our workforce is utilizing.
  • Case documentation and management.
  • Maintain our IT Asset Management System.
  • Manage software registrations, warranty and support information as needed.
  • Provide back up for the Network Administrator.
  • Works with other departments to improve efficiencies.
  • Support and Maintain the Telecommunications system. Seeking upgrades on hardware and software.
  • Perform adds/moves and changes to telephone extensions.
  • Monitor and maintain Call Center reporting system.
  • Manage the mobile devices contract and tracks mobile hardware and account information.
  • Make recommendations on hardware and account options.


  • Proven experience as Help desk /Desktop or other customer support role – looking for 3-5 years of IT tech support work.
  • Tech savvy with working knowledge of office automation products, databases, office software and remote control.
  • Any certificates from Microsoft or similar technologies a plus.
  • Good understanding of computer systems, mobile devices and other tech products.
  • Ability to troubleshoot technologies you may not be familiar with using web-searches, internal documentation and input from other IT staff.
  • Ability to diagnose and resolve basic technical issues.
  • Excellent verbal and written communication skills – ability to communicate technical information in a simple concise manner.
  • Top notch documentation skills are paramount.
  • Customer-oriented and cool-tempered.
  • Aptitude and enthusiasm to learn and support complex technical concepts and communicate them to different audiences.
  • Occasional travel and periodic work flexibility to other supported locations.
  • Project work as needed.
  • Any other duties as assigned.


  • Retirement Plan 403(b)
  • Health, Dental, Vision, and Life Insurance
  • Paid vacations
  • 11 paid holidays
  • 8 discretionary days a year
  • Discounts offered to your T-Mobile, Verizon and/or Sprint plans

The Gandara Mental Health Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Gándara Center provides residential, mental health, substance abuse and preventive services for children, adults and families across the Pioneer Valley and eastern parts of Massachusetts. Founded in the Hispanic community, we value cultural diversity and strive to provide culturally competent, innovative services to a diverse community.

Agawam, Massachusetts, United States


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