IT System Administrator / IT System Technician

This role troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience. This position also serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. We are looking for technicians who take ownership of problems, communicate proactively with clients and teammates, and enjoy developing their technical skills while supporting others. For experienced candidates, this role may follow a Level 2 development track. Experienced new hires participate in structured on-boarding and training and if eligible, transition into the Service Delivery Technician II upon successful completion of defined training milestones.

Key Responsibilities

• Maintains availability to receive escalated inbound calls, support tickets, and web chats.
• Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly.
• Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly.
• Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools.
• Provides technical guidance by identifying problems, researching solutions, following knowledge base articles, and guiding clients through corrective steps.
• Proactively creates and updates knowledge base articles and documentation.
• Achieves predetermined service and performance goals
• Follows designated workflows and escalation procedures while maximizing support efficiency.
• Participates in internal meetings and required Trainings
• Maintains a professional image and demonstrates and adheres all Policies and Procedures
• Other Duties as assigned
• High school diploma required
• CompTIA A + certification required
• 2+ years of technical customer support experience or help desk experience (MSP experience preferred).
• Strong troubleshooting skills with the ability to isolate and resolve issues quickly
• Excellent communication skills, including verbal, written, and active listening abilities
• Ability to compose grammatically correct, concise, and accurate notes
• Ability to thrive in a fast-paced, technically advanced environment

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Work From Home