IT Systems Administrator; End User Infrastructure & Telephony

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.

• 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.

• 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.

• Administer and troubleshoot business phone systems including:
  Ring Central / RingEX, NICE / CXone.
• User provisioning/deprovisioning
• Call routing issues
• Queue configuration support
• Softphone/headset troubleshooting
• Call quality investigations

• Printers
• Workstations on Wheels (COWs)
• Wi‑Fi access points
• TVs / displays / conference room equipment

• Microsoft 365
• Entra  / Azure AD
• Intune / endpoint policies
• User onboarding/offboarding
• Device enrollment
• Security policy enforcement
• MFA/Yubi Key setup and troubleshooting

• Work with ISPs, telecom providers, hardware vendors, and third‑party support teams.
• Track recurring outages and elevate appropriately.
• Assist in documenting infrastructure issues and remediation plans.

• Identify recurring support trends and recommend long‑term fixes.
• Perform monthly audits on:
  Hardware inventory, Telecom health, Device compliance, Network and printer reliability.

• 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  / Active Directory, Intune or similar MDM tools, Ring Central, 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 Sentinel One, Yubi Key or MFA implementations.

• 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