Position Details

Salary $45K – $55K USD / year

Type Not Specified

Experience mid

Exp. Years four plus years of related experience (or Bachelor's degree)

Education Bachelor's degree and/or four plus years of related experience

Category System Administration

About this role

Remote Systems Administrator role providing front-line technical support and acting as an escalation point for client issues. You will manage tickets, perform software and hardware/peripheral configuration repairs, set up user accounts and email access, document work, and support SLA delivery while rotating on-call quarterly.

Key Responsibilities

Provide front-line technical support and actively listen to end user issues
Escalate and remediate complex software and peripheral configuration issues
Manage tickets and allocate resources; oversee ticket boards for SLA delivery
Set up user accounts and configure email access; train users on hardware/software use
Document remediation steps, maintain professionalism, and participate in quarterly on-call rotation

Technical Overview

The role centers on MSP-based end user support, escalation handling, and ticket board oversight to ensure SLA attainment. Tasks include complex repairs to software and peripheral equipment configurations, user account provisioning, and configuring email access, supported by remediation documentation and accurate time entry.

Ideal Candidate

The ideal candidate is a Systems Administrator with Managed Service Provider (MSP) experience who provides front-line end user support and serves as a technical escalation point. They are comfortable managing tickets, documenting remediation steps, supporting SLA delivery, mentoring team members, and maintaining CJIS eligibility after passing a CJIS fingerprint-based background check.

Must-Have Skills

Must have Managed Service Provider (MSP) experienceBachelor's degree and/or four plus years of related experienceAbility to train and mentor othersKeen ability to problem solveInnate ability to multitask and stay organizedAll positions require the successful completion of a criminal background checkApplicants must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility

Tools & Platforms

ticket boards

Required Skills

Managed Service Provider (MSP) experienceend user supportticket managementtechnical escalationuser account setupemail access configurationsoftware repairsperipheral equipment configurationdocumentation of remediation stepstime entrySLA deliverymentoringon-call rotationCJIS fingerprint-based background check

Hard Skills

Managed Service Provider (MSP) experienceend user supportticket managementescalationcomplex repairs to softwareperipheral equipment configurationuser account setupconfiguring email accessmentoring supportresource allocationdocumenting remediation stepstime entryticket board oversightSLA delivery supporton-call rotationcriminal background checkCJIS fingerprint-based background checkCJIS eligibility

Soft Skills

customer serviceprofessionalismexcellent communication skillssense of urgencyability to multitaskorganizational skillsproblem solvingability to interact with executivesmentorship and leadershipability to delegate tasks

Industry & Role

Industry Consulting

Job Function Deliver MSP-based systems administration support and escalation for end users while ensuring SLA compliance.

Role Subtype Systems Administrator

Tech Domains ITSM / ServiceNow

Keywords for Your Resume

Systems AdministratorSystems Administratorsremote positionManaged Service Provider (MSP)MSP experiencetechnical escalation pointticket managementticket boardsSLAsService Level Agreementsend usersuser accountsemail accesssoftware repairsperipheral equipmentdocument remediation stepstime entrymentoringleadershipon-call rotationcriminal background checkCriminal Justice Information Systems (CJIS)CJIS fingerprint-based background checkCJIS eligibility

Deal Breakers

Must have Managed Service Provider (MSP) experience, Must pass and maintain Criminal Justice Information Systems (CJIS) eligibility via CJIS fingerprint-based background check, Must successfully complete criminal background check

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