Computer Systems Administrator

The Computer System Administrator - Escalation, Onboarding, & Projects is responsible for independently managing complex technical escalations, leading onboarding processes for new clients, and executing IT infrastructure projects. This role requires advanced troubleshooting skills, expertise in firewalls, networking, and system deployment, and a strong ability to manage projects from start to finish. The technician ensures smooth client onboarding, system performance optimization, and accurate documentation, while maintaining exceptional customer satisfaction., Escalation

• Serve as the escalation point for complex technical issues beyond Tier 1 and Tier 2 support.
• Troubleshoot and resolve advanced networking, server, and firewall-related issues across multiple customer environments.
• Analyze recurring incidents and coordinate with the Service Manager to develop long-term remediation plans.
• Lead post-incident reviews and implement preventive measures to enhance service reliability.
• Collaborate with other departments to streamline escalation workflows and improve response times.
• Provide hands-on training and shadowing opportunities for Service Desk Technicians to build technical confidence.
• Evaluate support trends to identify common root causes and recommend infrastructure improvements.
• Maintain detailed escalation documentation in ConnectWise and ITGlue for knowledge sharing.
• Ensure escalations are communicated clearly and resolved within SLA and customer satisfaction goals.
• Maintain high customer satisfaction through proactive communication, professionalism, and follow-through.

Onboarding

• Lead onboarding processes for new clients, ensuring seamless integration into Granite's managed environment.
• Perform discovery assessments to document existing client infrastructure prior to onboarding.
• Configure and deploy servers, endpoints, firewalls, networking, and cloud systems following standardized procedures.
• Collaborate with Account Managers, TAMs, and Project Managers to define onboarding timelines and deliverables.
• Conduct technical kickoff and closeout meetings with customers to align expectations and validate success criteria.
• Ensure all systems, credentials, and configurations are properly captured in ITGlue and ConnectWise.
• Identify and address gaps in customer environments during onboarding to strengthen long-term stability and security.
• Continuously evaluate onboarding templates and recommend updates to improve efficiency and consistency.
• Participate in new-client readiness reviews to confirm environments meet Granite's best-practice standards prior to handoff.
• Partner with the Project Managers, Service Desk and TAM teams to ensure a smooth transition from project to Service Desk support.

Projects

• Plan, lead, and execute IT infrastructure projects, including firewall deployments, network re-designs, server migrations, and cloud implementations.
• Develop detailed project plans and coordinate timelines, milestones, and resources with Project Managers.
• Architect and implement technical solutions that align with Granite's engineering standards and customer goals.
• Manage multiple projects simultaneously while maintaining timelines, budgets, and communication transparency.
• Perform advanced configuration of Fortinet, SonicWall, or equivalent firewalls including VPNs, VLANs, routing, and content filtering.
• Execute M365 and Azure migrations, virtualization upgrades, and advanced backup/disaster-recovery setups.
• Conduct pre- and post-project risk assessments to identify dependencies or potential issues.
• Document all project deliverables, including network diagrams, deployment checklists, and site-specific configurations.
• Coordinate with procurement and logistics for equipment ordering, licensing, and deployment readiness.
• Validate system functionality, security posture, and customer satisfaction at project completion.
• Collaborate with leadership to define new service offerings and standardize deployment processes across the MSP.

Do you have experience in Systems & applications support?, If you enjoy a customer focused, productive, busy, and tech-oriented work environment, then we are the company for you., * 3+ years of IT support, system administration, or technical project experience.

• Expertise in Windows Server, Active Directory, networking (DNS, DHCP, VLANs), and firewall configuration.
• Experience with Microsoft 365, Azure, virtualization, and VoIP systems.
• Strong troubleshooting, system security, and performance optimization skills.
• Proven project management and customer communication skills.
• Ability to lead projects, onboard clients, and manage multiple priorities independently.
• Certifications such as CompTIA Network+, Security+, Microsoft (MCSA, Azure), or ITIL preferred., * Computer networking: 2 years (Required)
• Windows Desktop Administration: 2 years (Required)
• Customer service: 4 years (Required)
• Help desk: 1 year (Required)

Ability to Commute:

• Bozeman, MT 59715 (Required)

Pulled from the full job description

• Referral program
• Professional development assistance
• AD&D insurance
• Parental leave
• 401(k)
• Health insurance
• Retirement plan, Compensation Package
• Room for promotion and growth within the company
• Full benefit package - medical, dental, vision, life insurance, AD&D, and employee assistance program
• Company matched retirement plans
• PTO, paid holidays, and Adventure Days (aka Floating Holidays)
• Flexible work/life balance

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Granite Technology Solutions is a Montana based company with locations in Bozeman, Missoula, Kalispell, and Helena. Founded in 2000, we employ forty plus individuals and have an established customer base of approximately 1200 businesses. We are a customer service oriented, full-service technology company focusing on information technology systems and networks, low-voltage structured cabling and fiber optics, phone systems, surveillance camera systems, and door access systems. We are looking for a Computer Systems Administrator to help our company grow and better serve our customers.