Systems Administrator

Join to apply for the Systems Administrator I role at Ntiva, Inc.

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we’re more than a Managed Services Provider, we’re a community dedicated to helping each other, our clients, and their businesses thrive personally and professionally. Ntiva is a culture of people who are passionate about the work and each other. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support.

With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we’re on the front lines of a fast‑paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we’d love to meet you. Come explore one of our many opportunities and grow with us!

As the Systems Administrator I, you will be responsible for day‑to‑day support desk tickets. You are the first point of contact for client‑initiated tickets. The primary focus is working on tickets within the allowed time frame and respecting SLO. The focus is also to try and prevent further escalations of a ticket and provide first‑touch resolution. Quality of service and response time is key.

The ideal candidate will be able to work in a fast‑paced environment quickly and effectively switching from task to task.

• This is a hybrid role – approximately 50% remote/50% onsite; onsite work performed at client offices located in the Austin, TX region. The specific allocation fluctuates based on workload or specific demands.
• Monday – Friday, 9am – 6pm CST
• On‑Call rotation schedule, one week approximately every 7 weeks.
• Equipment is provided; must have home internet connectivity of at least 20 mbps upload and 20 mbps download.

• Accept overflow of incoming client calls. Provide service or route as needed.
• Follow processes and procedures for movement of client service requests within and out of the department.
• Recognize opportunities and update infrastructure documentation.
• Service request ownership.
• Conduct root‑cause analysis for recurring problems.
• Recognize lapses in system requirements, processes, and design specs.
• Perform software upgrades.
• Troubleshoot client issues, find root cause and resolve.
• Knowledge of and adherence to industry best practices regarding security.
• Provide technical leadership both internally and externally.
• Use client reports as starting point, find evidence then perform root‑cause analyses.
• Work within the parameters of the position regarding time invested in resolving client requests.

• 2‑3 years Help Desk experience.
• Technical experience supporting, administering, and troubleshooting Microsoft Desktop and Server operating systems and applications.
• Familiarity with network hardware (Firewalls, Managed Switches, WAPs).
• Demonstrated knowledge of MS Exchange and Office
  365 and related e‑mail technology.
• Ability to navigate Hyper‑V console to troubleshoot storage and availability issues in regard to virtual machines.
• Ability to provide escalation support.
• Ability to identify imminent failures and elevate as needed.
• Generate and provide vendor access accounts following industry security best practices.
• Create limited domain user accounts and delegate local server administration as needed.
• Provide a secure remote access method as appropriate.
• Ability to optimize, apply, and filter group policies both by item‑level filtering and by security groups.
• Ability to audit and implement "need to know" permission/access control.
• Share drive permissions.
• Make efficient use of security groups (e.g., not use default Domain Users group).
• Demonstrate intermediate knowledge of at least one cloud platform and how to navigate its console.
• Ability to identify misconfigured services or applications and elevate as needed.
• Ability to review, refine, and create SOPs.
• User creation/departures.
• Software deployments.
• VOIP phone support.
• Apple Mac OSX support.