IT Support Administrator

Full Time Clerical Franklin, TN, US

Wesley Financial Group - IT Operations
- Full-time
- On-site:
Nashville, TN or Las Vegas, NV

Join a Culture Like No Other! Are you ready to be part of a team that values collaboration, growth, and creating exceptional experiences for clients? At Wesley Financial Group, we’re more than just a workplace – we’re a community that thrives on innovation, support, and making a difference.

We’re looking for an IT Support Administrator I (Tuesday
- Saturday Shift) to join our dynamic team.

Wesley Financial Group is expanding IT support coverage into evenings and Saturdays. We are looking for an IT Support Administrator I with hands-on systems administration experience who is ready to grow further in the role. This position combines hands-on administration of our cloud-based (SaaS) technology stack with front-line help desk support.

During afternoon hours, you will work alongside our IT Operations team on shared administration and support work. In the evenings and on Saturdays, you will be the company's first point of contact for IT support: resolving tickets, monitoring systems, and following our escalation process for issues that need senior attention.

• Manage the IT support queue (Zendesk) during evening and Saturday hours, including triage, Tier 1 and Tier 2 resolution, and clearly documented escalations.
• Serve as the first point of contact for IT support during assigned work hours, including communicating with users during service incidents.
• Conduct shift handoffs by reviewing open items at the start of each shift and leaving organized notes on any unresolved issues.
• Administer identity and single sign-on (Jump Cloud) and Google Workspace using documented procedures, in partnership with the systems administration team.
• Process user account requests, including onboarding, offboarding, and group and permission changes.
• Manage macOS endpoints and devices, including enrollment, policy application, and software updates.
• Support users of the Five9 contact center platform, including troubleshooting agent login, call, and connectivity issues, and escalating platform issues as needed.
• Monitor platform alerts and service status, investigate issues using logs and diagnostic tools, and resolve or elevate according to the after-hours escalation process.
• Follow and help maintain runbooks and documentation for supported systems and recurring tasks.
• Assist with after-hours maintenance as needed, such as patching, updates, and approved changes.
• Perform other duties as assigned.

• 2 to 3 years of experience in IT support or systems administration, including hands-on administrative work.
• Experience supporting a telephony or contact center platform. Five9 experience is strongly preferred; experience with NICE CXone, Genesys, or a comparable platform will be considered.
• Solid Tier 1 and Tier 2 troubleshooting skills and experience working within a ticketing system.
• Hands-on experience administering Google Workspace and an identity or single sign-on platform (Jump Cloud, Okta, or comparable).
• Experience supporting and managing macOS devices.
• Ability to work independently during evening hours, follow documented procedures, and escalation issues appropriately.
• Strong written communication and documentation skills.
• Professional, patient, and clear communication with users at all technical levels.

• Experience with a mobile device management (MDM) platform.
• Familiarity with endpoint protection or EDR tools, such as Crowd Strike.
• Experience with Docu Sign administration.
• Experience with Salesforce administration.
• Basic scripting or automation experience.

• Tuesday through Saturday, 1:00 pm…