IT Support Administrator

Responsibilities

• Support and administer core enterprise environments and services, including Microsoft 365, Entra ID (Azure AD), Microsoft Defender, and endpoint services; administer and configure Salesforce (user/license management, roles and profiles, permission sets, sharing rules, page layouts, flows, reports/dashboards); maintain administrative working knowledge of Smartsheet, Box, and other hosted services
• Own the relationship and day-to-day operations with a third-party IT support provider delivering Tier 1–3 coverage; set expectations, coordinate priorities, and ensure consistent user experience
• Manage escalations from the support provider: triage high-impact issues, provide technical direction, coordinate cross-functional resolution (IT/Security/Vendors), and communicate status to stakeholders
• Monitor and report on support performance (SLA attainment, backlog, aging, CSAT), lead weekly/monthly service reviews, and drive continuous improvement and root-cause reduction
• Enable and support approved AI tools for employees (e.g., Microsoft 365 Copilot): onboarding, troubleshooting, license/entitlement coordination, and end-user guidance
• Partner with Security/Compliance to apply responsible AI practices: access controls, data protection, approved-use guidance, and basic prompt-safety standards for internal support content
• Create and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and deliver short trainings/office hours to improve adoption and reduce repeat tickets
• Resolve escalated incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, and virtual meeting solutions; identify trends and partner with the support provider to prevent recurrence
• Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems
• Configure MS System Center Config Manager for operating system deployment and software distribution
• Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager
• Accurately maintain asset inventory and adhere to asset management policies and procedures
• Ensure escalations are thoroughly documented in the case management system and IT knowledgebase; translate solutions into runbooks/KB articles for the support provider to improve first-time resolution
• Oversee the support intake channels (case management system, email, chat) with the third-party team; ensure proper triage, routing, and timely escalation for users with varying levels of proficiency
• Analyze Salesforce usage, data quality, and process gaps; partner with business stakeholders to gather requirements, recommend configuration changes, and deliver enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiency
• Provide outstanding customer service via remote support channels and tools (e.g., Teams screen share/remote assistance), partnering with the third-party provider for any required hands-on support

Requirements

• Bachelor’s degree from an accredited institution in a relevant discipline (information systems, computer science, engineering, etc.) or equivalent work experience (4-Years)
• Accreditations in any of the following: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Enterprise, Administrator Expert
• Minimum 2+ years in a customer-facing IT support or systems administration role
• Outstanding written and verbal communication skills, and use those skills to translate very technical issues so that non-technical clients can easily understand them.
• Hands-on Salesforce administration and configuration experience (user/license management, security model, page layouts, flows, validation rules, reports and dashboards) and the analytical skills to translate business requirements into Salesforce solutions; Salesforce Administrator certification preferred
• Demonstrated aptitude and a solid administrative understanding of Smartsheet, Windows OS, macOS, MS365, Microsoft Azure AD, Exchange, Endpoint Manager, and Teams
• Familiarity with enterprise AI enablement concepts such as Microsoft 365 Copilot readiness (identity, licensing, data permissions), user support patterns, and responsible-use guidance
• Working knowledge of security and compliance controls relevant to AI and productivity tooling (e.g., conditional access, MFA, DLP concepts, sensitivity labels, Defender signals) and how they impact end-user experiences
• Configuration of MS System Center Config Manager to deploy operating systems, distribute software, and apply patches
• Superior analytical, planning, organizational, and problem-solving skills
• Supporting and maintaining audio/video and collaboration experiences for distributed teams (e.g., Teams meetings, headsets, webcams), primarily through remote diagnostics and coordination with vendors as needed
• Ability to occasionally lift and move shipped IT equipment (up to 50 lbs) in a home-office setting and coordinate packing/shipping/returns (may involve squatting, bending, or kneeling)

What's in it for you?

• 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, bonus, 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

Benefits

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Equal Opportunity Employer
• No work visa sponsorship available at this time.
• Base annual salary range for this position is $85,000 to $105,000, and will be based on the candidate's experience, education, and geographic location.