IT Systems Administrator
Role details
Job location
Tech stack
Job description
We are seeking a hands-on IT Systems Administrator to provide Tier 2 technical support and own the maintenance, administration, and continuous improvement of our end-user technology environment across multiple locations.
This role will serve as the escalation point for technical issues that cannot be resolved by Tier 1 support and will focus heavily on hardware lifecycle management, device provisioning, network-connected office equipment, and telephony/contact center system support.
The ideal candidate is highly organized, technically capable, and comfortable troubleshooting across multiple systems including workstations, mobile devices, printers, networking equipment, and business phone platforms. This person should be proactive in identifying recurring issues and driving long-term solutions-not just resolving tickets. Requirements
Tier 2 Technical Support: Serve as escalation point for Tier 1 Help Desk for complex technical issues. Troubleshoot and resolve issues related to:
- Windows and Mac desktops/laptops
- Mobile devices and tablets
- Printers, scanners, and peripheral devices
- Network connectivity and Wi-Fi issues
- Software installations and configuration
- User account access and permissions
- Document resolutions and contribute to internal knowledge base articles.
- Monitor support queues and ensure SLA adherence.
Hardware & Asset Management: Own the full lifecycle of company hardware including:
- Procurement recommendations
- Imaging and deployment
- Inventory tracking
- Repairs and warranty claims
- Device replacement planning
- Secure decommissioning/disposal
- Maintain accurate asset inventory across all locations.
- Standardize workstation and device configurations.
Telephony & Contact Center Support: Coordinate with vendors for escalated telecom incidents.
Administer and troubleshoot business phone systems including:
- RingCentral / RingEX
- NICE / CXone
Support:
- User provisioning/deprovisioning
- Call routing issues
- Queue configuration support
- Softphone/headset troubleshooting
- Call quality investigations
Office & Clinic Technology Support: Perform site visits and hands-on troubleshooting when needed. Assist with new office/clinic technology setup. Support network-connected devices in clinics and offices including:
- Printers
- Workstations on Wheels (COWs)
- Wi-Fi access points
- TVs / displays / conference room equipment
Microsoft & Endpoint Administration: Administer, support, assist:
- Microsoft 365
- Entra ID / Azure AD
- Intune / endpoint policies
- User onboarding/offboarding
- Device enrollment
- Security policy enforcement
- MFA/YubiKey setup and troubleshooting
Vendor & Infrastructure Coordination
- Work with ISPs, telecom providers, hardware vendors, and third-party support teams.
- Track recurring outages and escalate appropriately.
- Assist in documenting infrastructure issues and remediation plans.
Process Improvement & Preventative Maintenance: Create and maintain support documentation and SOPs. Identify recurring support trends and recommend long-term fixes. Perform monthly audits on:
- Hardware inventory
- Telecom health
- Device compliance
- Network and printer reliability
Requirements
- 3-5+ years of experience in IT support, system administration, or infrastructure support.
- Experience providing Tier 2 or Tier 3 end-user support.
- Experience supporting both Windows and Mac environments.
- Experience with: Microsoft 365 Administration, Entra ID / Active Directory, Intune or similar MDM tools, RingCentral, NICE CXone, or similar telephony platforms
- Experience troubleshooting printers, Wi-Fi, and office hardware.
- Familiarity with networking concepts: DHCP, DNS, VLANs, VPN, Firewall basics
- Strong documentation and ticket management discipline., * Experience in a multi-site healthcare or contact center environment.
- Experience with BYOD environments and endpoint security controls.
- Experience with hardware procurement and asset lifecycle management.
- Familiarity with: SharePoint / Teams administration, Security tools such as SentinelOne, YubiKey or MFA implementations
Key Traits for Success
- Strong ownership mentality
- Highly responsive and dependable
- Able to prioritize multiple urgent issues
- Comfortable working independently
- Process-oriented and detail-focused
- Excellent communication and customer service skills
