The Systems Administrator (SA) is a highly technical member of the Service Team responsible for managing and executing recurring system-level tasks, environment maintenance, and technical escalations. Positioned within a structured service team, the SA serves as a critical layer between frontline support and strategic technical leadership.
What You Will Be Doing
Core Technical Responsibilities
The SA is responsible and accountable for execution of system-level technical tasks across security, maintenance, administrative set up, projects, and reactive support functions. Tasks include, but are not limited to:
- Perform system administration tasks such as printer and scanner setup, audits, software upgrades, drive space monitoring, proactive maintenance, file and folder permission management, and storage maintenance
- Coordinate with vendors and oversee service transitions
- Remediate security findings, including vulnerability and CVE resolution
- Respond to system-level technical escalations that fall outside standard break/fix support
These tasks are performed in close collaboration with CTMs and communicated to the client’s team. The SA is also expected to own or contribute to documentation for all assigned technical functions.
Systems-Level Technical Execution
- Perform delegated technical tasks including but not limited to printer installs, LOB upgrades, firmware updates, baseline standards, patching, and hardware configurations
- Assist CTMs with annual audits, licensing renewals and documentation, user setup configuration, and proactive environment reviews
- Support new user setups by assisting with system specifications, procurement processing, and technical tasks defined in CTM-led onboarding surveys. The SA does not own workstation deployments
- Maintain accuracy and consistency in documentation across assigned client environments
Queue and Workflow Management
- Monitor and manage tickets assigned to the SA queue in ConnectWise Manage
- Coordinate with CTMs and RS Leads to prioritize tickets based on urgency, complexity, and strategic importance
- Ensure tickets are updated with clear summaries, documentation, and completion steps to support visibility and tracking
Capacity and Time Planning
- Accurately track time using defined SA work roles and queues to support utilization analysis, ticket auditability, and operational planning
- Manage assigned tickets in alignment with company standards, including proper documentation, time entries, configuration association, priority setting, and escalation protocols
Cross-Team Collaboration and Communication
- Participate in team huddles, CTM and management feedback loops to improve workflows
- Collaborate with peers and leadership to evaluate existing processes and identify areas for automation, scripting, or AI-assisted improvement that drive efficiency and consistency across the service teams
- Participate in pilot reviews and retrospectives to evolve the role as needed
QUALITIES YOU SHOULD HAVE
- Clear and concise written communication
- Highly accountable and ownership-driven mindset
- Attention to detail, accuracy, and repeatability in execution
- Ability to work independently while collaborating within a structured team model
- Growth-oriented and receptive to feedback and refinement
- Continuous improvement mindset – proactively identifies opportunities to streamline workflows, reduce manual effort, and enhance operational efficiency through process refinement, automation, and the practical use of AI tools
Technical Qualifications & Skills Required
- Minimum 2 – 3 years of experience in technical support, system administration, or client-facing IT roles
- Proven troubleshooting and problem-solving skills across workstations, network, and system platforms
- Strong documentation habits and organizational ability to maintain consistency across environments
- Experience with ticketing systems (ConnectWise preferred)
- Preferred Certifications and Education
- CompTIA A+, Network+, or equivalent technical certifications
- Familiarity with managed service provider (MSP) operations
- Exposure to automation tools such as Rewst is a plus
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