JOB SUMMARY:

The IT Support & Systems Administrator is a versatile, hands-on position that will handle the full spectrum of day-to-day technical support — from basic user requests to more advanced systems administration tasks — while also providing essential administrative support to keep the IT function running smoothly. A successful IT Support & Systems Administrator is self-sufficient, adaptable, and comfortable switching between end-user support and back-end system maintenance as business needs demand.

This position requires broad technical knowledge rather than deep specialization in a single area. The IT Support & Systems Administrator will work closely with the senior IT staff members and will be expected to take ownership of tasks with minimal supervision.

ESSENTIAL FUNCTIONS:

1. End-User Support (Tier 1 & Tier 2)

• Act as the first point of contact for all IT support requests via phone, email, ticketing system, and walk-ups

• Resolve hardware and software issues across desktops, laptops, printers, and mobile devices

• Set up, configure, and troubleshoot Windows and/or macOS endpoints for new and existing staff

• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, SharePoint, and OneDrive

• Troubleshot network connectivity issues including Wi-Fi, VPN, and remote access problems

• Handle account management tasks in Active Directory or Azure AD — creation, modification, password resets, and offboarding

• Diagnose and escalate issues that require vendor support or specialist intervention, with full documentation

2. Systems & Infrastructure Administration

• Assist with the administration of on-premises and/or cloud-based systems including servers, storage, and backups

• Apply patches and updates and maintain endpoint security across the environment

• Support identity and access management processes including MFA, group policies, and permissions

• Assist with the administration of key business platforms such as Microsoft 365, cloud services, or line-of-business applications

• Contribute to routine maintenance tasks including backups verification, license management, and hardware inventory

• Help evaluate and implement new tools or technologies as the business grows

3. IT Administration & Operations

• Maintain accurate records in the IT asset register, including hardware, software licenses, and warranties

• Log, track, and manage support tickets through to resolution; ensure the backlog remains up to date

• Maintain and update IT documentation including network diagrams, system configurations, and procedures

• Support IT onboarding and offboarding processes — provisioning accounts, equipment, and access in a timely manner

• Assist with compliance-related tasks such as data retention, access reviews, and basic security audits

4. Projects & Continuous Improvement

• Contribute to IT projects such as system upgrades, office moves, hardware refreshes, and software rollouts

• Identify inefficiencies in current support processes and suggest practical improvements

• Build and maintain a knowledge base of common issues, fixes, and how-to guides for staff self-service

• Stay current with relevant technologies and make recommendations to improve the IT environment

It is the policy of ControlTouch Systems to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, ControlTouch Systems will provide reasonable accommodations for qualified individuals with disabilities.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

• Solid working knowledge of Windows 10/11 in a business environment

• Familiarity with Active Directory or Azure AD user and group management

• Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, and Wi-Fi troubleshooting

• Strong communication skills — able to support non-technical users patiently and clearly

• Highly organized with good attention to detail for documentation and asset management

• Self-motivated and comfortable working independently with minimal day-to-day supervision

EDUCATION, EXPERIENCE, AND QUALIFICATIONS:

· Associate degree in Computer & Information Technology (CIT), Network Administration, or a closely related field (or equivalent technical school training or work experience).

· 2+ years of experience in an IT support or helpdesk role covering both Tier 1 and Tier 2 responsibilities

· Experience with Microsoft 365 administration and core applications

· CompTIA A+, Network+, or Microsoft certifications (MD-102, MS-900, AZ-900)

· Experience with backup solutions, endpoint security tools, or Mobile Device Management platforms (Intune, JAMF)

· Exposure to cloud platforms such as Microsoft Azure

· Basic PowerShell scripting for automation of routine tasks

· Experience with IT Service Management or ticketing systems (ServiceNow, Freshdesk, Jira Service Management, or similar)