Service Desk System Admin

Who We Are:

LeadsOnline provides crime-solving technology to law enforcement agencies across the globe. The company's suite of investigative solutions includes data, analysis and ballistic identification tools that help solve a range of cases-from missing property and people to gun crimes and other violent offenses. Founded in 2000, LeadsOnline now serves approximately 5,500 U.S. law enforcement agencies and public safety organizations in more than 80 countries. From the crime scene to the courtroom, our innovations are designed to enhance investigative capabilities, improve case outcomes, and streamline operations to ensure justice can be delivered. LeadsOnline is headquartered in Plano, Texas, and Montreal, Quebec, Canada.

Join Our Growing Team as a Service Desk Agent / System Administrator!

Job Summary

Based in our Plano, TX office and reporting to the Information Technology Director in Montreal, QC, you will play a crucial role in providing first and second-level support to employees, primarily in our U.S. offices (TX, FL, CO) and remote users worldwide. Your hands-on support in Plano will be complemented by occasional travel to Denver and Largo for in-person assistance. Additionally, you will contribute to managing server infrastructure in Plano, Largo, and Montreal, receiving mentorship from a senior system administrator to expand your expertise.

Key Responsibilities

Service Desk:

• Provide excellent, selfless service as the first point of contact, resolving incidents with urgency and prioritization.
• Take ownership of user onboarding and offboarding, including account creation and asset provisioning.
• Ensure optimal performance by installing and troubleshooting software efficiently.
• Empower users through training on various applications and tools, fostering a culture of knowledge-sharing.
• Maintain a high standard of service by creating and updating knowledge base documentation.

System Administration (Assist With):

• Support the management of Microsoft application servers, Microsoft Servers, Active Directory environments, Linux servers, virtual infrastructure (Hyper-V and VMware), and security tools.
• Act decisively and take responsibility for ensuring the reliability and security of systems.

Qualifications

Key Skills & Competencies

• Prioritize service excellence with a customer-first mindset.
• Take full ownership of diagnosing and resolving problems efficiently.
• Maintain high energy and enthusiasm while tracking and resolving issues.
• Actively seek feedback and pursue continuous learning to enhance performance.
• Manage multiple responsibilities effectively, taking initiative and following established processes.
• Foster strong relationships with employees, ensuring clear communication and respectful interactions.
• Approach challenges with optimism and a solutions-driven mindset.
• Contribute to a culture that values people, promotes teamwork, and celebrates achievements.

Who You Are

Experience & Education:

• IT Diploma (bachelor's degree or college equivalent)
• 5 years of experience in similar roles
• Ability to work independently while fostering a collaborative, team-oriented environment
• Strong problem-solving and analytical skills with a proactive approach
• Excellent communication skills in English (spoken and written); French is an asset
• A self-starter who thrives in a fast-paced, dynamic environment, bringing energy and purpose to every day.
• A team player who values people, prioritizing collaboration to achieve business objectives.
• A responsible professional who takes full ownership of tasks, demonstrating reliability and accountability.

Why You'll Love It Here

• Be Part of Something Big: Contribute to a growing company where your work directly impacts our future. We embrace ownership and encourage initiative.
• Supportive Team Culture: Collaboration, innovation, and celebrating wins-big or small-are core to how we operate.
• Growth Opportunities: We invest in our team, providing opportunities to develop skills and take on new challenges with energy and enthusiasm.
• Make a Difference: Our mission is to help law enforcement investigators advance more cases faster. Your work will ensure we operate smoothly and ethically as we scale, embodying our value of service.

What You Can Expect From Us

At LeadsOnline, we serve with energy, diligence, and persistence. The work we do makes a difference in the lives of our users, the communities they protect, and the victims they serve. Our culture fosters empowerment and impact, driven by our core values:

• Service: Providing humble, joyful, excellent, and selfless service.
• Ownership: Taking full responsibility for actions, seeking better ways, and acting decisively for success.
• Energy: Bringing contagious optimism, a strong sense of purpose, and vibrancy to our work.
• People: Prioritizing people over things, fostering collaboration, and celebrating teamwork and individual talents.

Join us and be part of a team that values service, ownership, energy, and people-making a real difference every day!

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• 401(k)
• Paid maternity leave.
• Paid paternity leave.
• Disability insurance
• Robust PTO package

LeadsOnline is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics.

• Plano, TX, USA