IT Support Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide support and administration for essential enterprise environments and services, including Microsoft 365, Entra ID (Azure AD), Microsoft Defender, and endpoint services; manage and configure Salesforce (user/license management, roles and profiles, permission sets, sharing rules, page layouts, flows, reports/dashboards).

• Take ownership of the relationship and daily operations with a third-party IT support provider offering Tier 1–3 coverage; establish expectations, prioritize tasks, and ensure a consistent user experience.

• Handle escalations from the support provider: assess high-impact issues, offer technical guidance, coordinate cross-functional resolutions (IT/Security/Vendors), and communicate updates to stakeholders.

• Monitor and report on support performance (SLA adherence, backlog, aging, CSAT), conduct weekly/monthly service reviews, and promote continuous improvement and root-cause mitigation.

• Enable and support authorized AI tools for employees (e.g., Microsoft 365 Copilot): manage onboarding, troubleshooting, license/entitlement coordination, and provide end-user support.

• Collaborate with Security/Compliance to implement responsible AI practices: access controls, data protection, approved-use guidelines, and basic prompt-safety standards for internal support content.

• Develop and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and conduct brief training sessions/office hours to enhance adoption and reduce repeated support requests.

• Address escalated incidents involving employee hardware, enterprise software, access and authentication, network and VPN issues, and virtual meeting solutions; identify trends and collaborate with the support provider to avert future occurrences.

• Support a range of Microsoft Office 365 E5 applications on both Windows and Mac operating systems.

• Configure MS System Center Configuration Manager for operating system deployment and software distribution.

• Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager.

• Keep asset inventory accurately updated and comply with asset management policies and procedures.

• Ensure that escalations are thoroughly documented in the case management system and IT knowledge base; convert solutions into runbooks/knowledge base articles for the support provider to enhance first-time resolution rates.

• Oversee the support intake channels (case management system, email, chat) with the third-party team; ensure appropriate triage, routing, and timely escalation for users with varying levels of proficiency.

• Analyze Salesforce usage, data quality, and process gaps; collaborate with business stakeholders to gather requirements, recommend configuration changes, and implement enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiency.

• Deliver exceptional customer service through remote support channels and tools (e.g., Teams screen share/remote assistance), working alongside the third-party provider for any necessary hands-on support.

⛳️ Requirements

• Bachelor’s degree from an accredited institution in a relevant field (information systems, computer science, engineering, etc.) or equivalent work experience (4 years).

• Certifications in any of the following: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Enterprise Administrator Expert.

• At least 2+ years in a customer-focused IT support or systems administration role.

• Practical Salesforce administration and configuration experience (user/license management, security model, page layouts, flows, validation rules, reports and dashboards) and the analytical ability to translate business requirements into Salesforce solutions; Salesforce Administrator certification preferred.

• Proven aptitude and strong administrative knowledge of Smartsheet, Windows OS, macOS, MS365, Microsoft Azure AD, Exchange, Endpoint Manager, and Teams.

• Understanding of enterprise AI enablement concepts such as Microsoft 365 Copilot readiness (identity, licensing, data permissions), user support patterns, and responsible-use guidance.

• Familiarity with security and compliance controls relevant to AI and productivity tools (e.g., conditional access, MFA, DLP concepts, sensitivity labels, Defender signals) and their impact on user experiences.

• Experience configuring MS System Center Configuration Manager to deploy operating systems, distribute software, and apply patches.

• Ability to occasionally lift and move shipped IT equipment (up to 50 lbs) in a home-office setting and manage packing/shipping/returns (may involve squatting, bending, or kneeling).

🏝️ Benefits

• Competitive medical, dental, and vision plans.

• 100% employer-paid basic life insurance, short-term disability, and employee assistance programs.

• 401(k) traditional and Roth plans with Employer Match.

• Generous PTO, bonuses, and stock options.

• $400 office equipment reimbursement.

• $300/year fitness reimbursement.

• Internet reimbursement.

• Paid professional development & tuition reimbursement.

• Generous referral bonuses.

• Paid parental leave.

• Remote-friendly work environment.

• Paid sabbatical leave program.