Systems Administrator, Patch Management

• Follow Thrive’s established best practices for task management.
• Manage the daily prioritization, coding, and routing of service incidents, requests, and change control.
• Design and implement patching schedules and configurations, aligning customer requirements with Thrive Service Offerings.
• Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.
• Troubleshoot patching issues, installation failures, and configuration-related errors.
• Perform patch maintenance including onboarding, approvals, catalog updates, and client configurations.
• Create and maintain documentation for processes, procedures, and system configurations.
• Regular communication with clients regarding their patching and configurations.
• Document time within case management system following Thrive’s best practices.
• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
• Organize and own customer cadence meetings to regularly discuss patch configuration and patch health score results.
• Stay current on new technologies to provide updated support and training to staff and clients.
• Collaborate with team members and support tasks outside core responsibilities as needed.
• Other duties as assigned by management.

• Bachelor’s degree, technical degree, or equivalent work experience and certifications
• 5+ years of workstation and server support experience
• Excellent problem solver; able to resolve problems using analytical skills, technical expertise, event logs, or research
• Self-motivated, with the ability to work independently or in a team environment
• Understanding of Microsoft Operating systems and installation methods
• Experience with Active Directory, Group Policy, Intune
• Excellent written and verbal communication skills
• Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users
• Willingness to train, learn, and educate others
• Detail oriented position requires high attention to detail
• Ability to manage multiple tasks of varying priority

Optional Qualifications

• 3+ years Linux administration experience
• 3+ years Mac OS administration experience

TECHNICAL SKILLS:

Broad knowledge of information technology processing systems, concepts, and methodologies. Demonstrated aptitude for learning new technologies. Preferred technical knowledge:

• Knowledge of Kaseya, NinjaOne, or other modern RMM tool
• Experience with Microsoft/Linux Server and Workstation Operating Systems
• Experience with scripting languages, PowerShell and SQL queries preferred
• Experience with ServiceNow or related case management software
• Knowledge of networking fundamentals and essential internet technologies
• Experience with technical AI prompt generation

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Administrator (MS-102)
• ITIL Foundation (v4)