Desktop Systems Administrator II

Five9 • Irving, TX

6d • Hybrid

About The Position

The Desktop Systems Administrator II is an advanced Tier II escalation point responsible for deploying, maintaining, and supporting enterprise endpoint hardware, operating systems, and core productivity applications. The role partners with Service Desk and Infrastructure teams to support high availability, improve standard operating procedures, and provide white-glove technical support to on-site, remote, and executive personnel. The posting contains conflicting workplace details: it first states five office days per week at the Dallas, Texas location, then later states that three days per week (Tuesday, Wednesday, and Thursday) in the Dallas office are required and describes the role as hybrid.

The position also supports enterprise endpoint provisioning and management, identity and access administration, IT asset lifecycle operations, office moves and workspace configurations, documentation, and cross-functional technology rollouts. It participates in an on-call rotation for critical after-hours incidents and outages. The role requires the ability to lift, rack, move, and deploy hardware weighing up to 50 pounds.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience.
• At least 5 years of progressive end-user computing or desktop support experience.
• At least 2 years of experience providing dedicated VIP or executive-level technical support.
• Deep administration knowledge of Windows and macOS.
• Experience with enterprise suites including Microsoft 365, Google Workspace, Adobe Creative Cloud, Slack, and Zoom.
• Comprehensive knowledge administering devices through MDM/UEM platforms such as Microsoft Intune/Endpoint Manager, Jamf Pro, or SCCM.
• Practical experience managing users, access permissions, and device compliance in Microsoft Entra ID (Azure AD) and Okta.
• Strong understanding of enterprise network protocols and services, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi 802.1x.
• Outstanding written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders.
• Ability to physically lift, rack, move, and deploy hardware weighing up to 50 pounds.

Nice To Haves

• CompTIA A+, Network+, or Security+ certification; Microsoft 365 Certified: Endpoint Administrator Associate; or Jamf Certified Associate.
• Working knowledge of PowerShell, Bash, or Python for desktop administration and deployment automation.
• Familiarity with AI platforms such as Claude, ChatGPT, or Gemini.
• Understanding of the ITIL framework and ticketing workflows, such as ServiceNow or Jira Service Management.

Responsibilities

• Act as a Tier II escalation point, troubleshooting complex incidents and service requests involving hardware, software, VPN, mobile devices, peripherals, and network connectivity across Windows and macOS environments.
• Provide urgent, high-touch technical support to senior leadership and administrative staff while minimizing business disruption.
• Monitor, prioritize, and resolve ticket queues within established SLAs, and participate in an on-call rotation for critical after-hours incidents and outages.
• Configure, test, and facilitate audio/video conferencing solutions, including Zoom Rooms and Microsoft Teams, for executive presentations and company-wide meetings.
• Work with IT Engineering teams as “smart hands and eyes” for in-office infrastructure, including networking equipment and servers.
• Deploy, configure, and maintain laptops, desktops, and mobile devices using enterprise management tools such as Intune, Jamf, or SCCM.
• Administer user accounts, groups, and device policies in Microsoft Entra ID (Azure AD) and Okta.
• Use scripting or AI technologies to automate repetitive administrative workflows and system maintenance tasks.
• Coordinate and execute IT workspace setups, office reconfigurations, and moves, adds, and changes.
• Manage the hardware lifecycle, including procurement staging, bench testing, provisioning, secure data sanitization or wiping, and e-waste disposal.
• Monitor and maintain hardware, peripheral, and accessory stock levels across local depots in accordance with organizational standards.
• Document and standardize operating procedures, knowledge base articles, and end-user self-service guides to increase First Contact Resolution rates.
• Partner with Infrastructure, Security, and Desktop Engineering teams to identify operational gaps, roll out technology updates, and enforce IT standards.

Benefits

• Annual performance bonus, stock, and/or other applicable incentive compensation plans may be included in total compensation.
• Health, dental, and vision coverage beginning on the first day of employment; Five9 covers 100% of the employee portion and shares a high portion of dependent costs.
• Short- and long-term disability coverage.
• Basic life insurance.
• 401(k) savings plan with employer matching.
• Mental health support platform offering therapy, coaching, and self-guided mindfulness resources for covered employees and covered dependents.
• Employee stock purchase plan.
• Paid time off.
• Company-paid holidays.
• Paid volunteer hours.
• 12 weeks of paid parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level