Our company is seeking a highly skilled and proactive Senior Help Desk/Systems
Administrator to join our team, providing fully remote Tier-1 and Tier-2 IT support. This pivotal role
involves the management and configuration of Google Workspace, along with overseeing the
functionality of essential systems such as Slack, Jamf, Jira, Confluence, Apple Business Manager,
and Microsoft 365/Intune. The successful candidate will demonstrate a strong background in
systems administration and a commitment to resolving complex IT issues effectively.
Responsibilities:
• Provide Help Desk Support over Gmail, Slack, and Ticketing systems (Freshservice & Jira)
from Monday-Friday, 9am-6pm EST (8 hrs per day, 40 hrs per week). Tier-1 and Tier-2
support, addressing issues related to software, hardware, and network systems
• Manage and maintain Google Workspace: Create Accounts/Groups, Reset Passwords,
Add/Remove Members to Groups/Drives, Set Permissions/Security, Troubleshoot Email
issues (Delivery, Spam, etc)
• Administer Critical IT tools including Slack, Jira, Confluence, Jamf, Microsoft 365, etc.
• Handle Onboarding and Offboarding processes, including the retrieval, delivery, and setup
of employee laptops.
• Maintain Inventory Records for IT assets via Google spreadsheets.
• Develop and maintain comprehensive IT Documentation and management protocols.
• Perform regular system audits to identify and implement improvements, enhancing
overall IT infrastructure performance and security.
• Educate and assist users in the effective use of cloud services and uphold best practices
in IT security
Qualifications and Requirements
• Extensive experience as a Help Desk Technician or Systems Administrator, ideally within a
dynamic IT environment.
• Deep knowledge of Google Workspace, with certification as a Google Workspace
Administrator highly regarded. CompTIA A+, Network+, or Security+ are also preferred.
• Proficiency in managing IT support tools like Jira, Confluence, Slack, Jamf, Freshservice,
Microsoft 365 and Apple Business Manager.
• Solid experience in IT asset management, including tracking and documentation.
• Familiarity with ticketing systems such as Freshservice and Jira.
• Strong problem-solving skills and the ability to communicate effectively across all levels of
the organization.
Education and Experience:
• A Bachelor’s degree in a related field is preferred but may be substituted for 5 years of IT
Help Desk experience
