IT Systems Administration

As an IT Systems Administrator, you will support the enterprise platforms and day-to-day IT services that keep our hybrid workforce connected and productive. You will help manage Microsoft 365, Intune, HubSpot CRM, and Five9 Contact Center while serving as a key first point of contact for incoming IT requests. This role is a great fit for an experienced IT professional who enjoys solving problems, communicating clearly, taking ownership, and improving systems and support processes in a remote-first, contact center-focused environment where responsiveness and reliability matter.

• Deliver a high-quality, employee-focused support experience with strong responsiveness expectations
• Triage, categorize, and prioritize tickets; resolve issues efficiently
• Escalate requests to appropriate teams while maintaining ownership through resolution

• Provide technical support for a primarily remote user base, including VPN, identity, endpoint, collaboration and connectivity issues
• Troubleshoot connectivity, device compliance, authentication (MFA), and performance issues
• Ensure users are properly configured for secure and efficient remote access across all enterprise systems

• Troubleshoot hardware, software, access, and system-related issues across business platforms
• Support both remote and in-office employees with consistent and professional experience
• Communicate clearly with users, ensuring transparency, follow-up, and issue resolution

• Administer and support Microsoft 365 (Exchange, Teams, SharePoint, Entra ID)
• Manage Microsoft Intune for device enrollment, compliance, and policy management
• Support HubSpot CRM administration (users, tickets, pipelines, workflows)
• Perform system configuration and user provisioning, permissions, and system configuration
• Perform advanced troubleshooting and remediation across supported platforms

• Perform system and endpoint patching to maintain security and stability across a distributed environment
• Maintain accurate inventory of remote devices, hardware, and software
• Support audits and lifecycle tracking of IT assets

• Provide support for contact center agents and operations, including login/access issues, call-handling disruptions, and system configuration
• Troubleshoot issues impacting call availability, routing, agent state, and performance
• Coordinate with internal teams and vendors when contact center issues impact business operations
• Prioritize and respond to contact center-related issues with urgency due to direct business impact

• Execute onboarding, role changes, and offboarding processes
• Provision and manage user accounts across Microsoft 365, HubSpot, and Five9
• Ensure new hires, especially remote and contact center users, are fully enabled on Day 1
• Enforce access controls aligned with security and compliance standards

• Diagnose recurring or complex issues and implement lasting fixes
• Develop practical solutions to technical and operational challenges
• Own issues from intake through resolution with clear follow-up
• Identify and improve recurring remote user or contact center issues

• Build deep expertise in enterprise systems over time (M365, Intune, HubSpot, and Five9)
• Identify opportunities for process improvement, automation, and operational efficiency
• Support workflow enhancements, integrations, and reporting initiatives
• Contribute to improving IT service delivery and remote support maturity

• Create and maintain SOPs, knowledge base articles, and troubleshooting guides
• Document common remote support scenarios and contact center workflows
• Share knowledge across the IT team to strengthen support capabilities

• 3+ years of experience in IT support or system administration
• Hands-on experience with Microsoft 365 tenant administration
• Experience with endpoint/device management (Intune or similar MDM)
• Experience with Help Desk or ticketing systems
• Experience supporting a remote workforce
• Demonstrated ability to troubleshoot complex issues and drive resolution
• Strong verbal and written communication skills, including the ability to clearly explain issues and present solutions
• Self-motivated with the ability to work independently and manage competing priorities
• Willingness to support evenings and weekends as business needs require

• Experience with HubSpot CRM or similar platforms
• Exposure to contact center solutions (Five9 or equivalent)
• Familiarity with identity and access management concepts (MFA, SSO, RBAC)
• Interest or experience in cloud technologies (Azure), DevOps, or automation
• Relevant certifications (Microsoft, CompTIA, or equivalent)

• Must reside in the Tampa Bay market
• Hybrid role requiring at least 2 onsite days per week, with additional onsite support as needed for hardware, onboarding/offboarding, or incident response
• Supports a remote-first workforce and live contact center operations
• Occasional evening or weekend support may be required
• Works in a fast-paced environment with competing priorities and urgent escalations