IT Support Administrator

Wesley Group • Las Vegas, NV

1d • Onsite

About The Position

Wesley Financial Group is expanding its IT support coverage to include evenings and Saturdays. This role is for an IT Support Administrator I with hands-on systems administration experience, looking to grow further in the position. The role involves administering cloud-based (SaaS) technology and providing front-line help desk support. During afternoon hours, the administrator will collaborate with the IT Operations team on shared tasks. In the evenings and on Saturdays, they will be the primary IT support contact, responsible for resolving tickets, monitoring systems, and escalating issues as needed.

Requirements

• 2 to 3 years of experience in IT support or systems administration, including hands-on administrative work.
• Experience supporting a telephony or contact center platform. Five9 experience is strongly preferred; experience with NICE CXone, Genesys, or a comparable platform will be considered.
• Solid Tier 1 and Tier 2 troubleshooting skills and experience working within a ticketing system.
• Hands-on experience administering Google Workspace and an identity or single sign-on platform (JumpCloud, Okta, or comparable).
• Experience supporting and managing macOS devices.
• Ability to work independently during evening hours, follow documented procedures, and escalate issues appropriately.
• Strong written communication and documentation skills.
• Professional, patient, and clear communication with users at all technical levels.

Nice To Haves

• Experience with a mobile device management (MDM) platform.
• Familiarity with endpoint protection or EDR tools, such as CrowdStrike.
• Experience with DocuSign administration.
• Experience with Salesforce administration.
• Basic scripting or automation experience.

Responsibilities

• Manage the IT support queue (Zendesk) during evening and Saturday hours, including triage, Tier 1 and Tier 2 resolution, and clearly documented escalations.
• Serve as the first point of contact for IT support during assigned work hours, including communicating with users during service incidents.
• Conduct shift handoffs by reviewing open items at the start of each shift and leaving organized notes on any unresolved issues.
• Administer identity and single sign-on (JumpCloud) and Google Workspace using documented procedures, in partnership with the systems administration team.
• Process user account requests, including onboarding, offboarding, and group and permission changes.
• Manage macOS endpoints and devices, including enrollment, policy application, and software updates.
• Support users of the Five9 contact center platform, including troubleshooting agent login, call, and connectivity issues, and escalating platform issues as needed.
• Monitor platform alerts and service status, investigate issues using logs and diagnostic tools, and resolve or escalate according to the after-hours escalation process.
• Follow and help maintain runbooks and documentation for supported systems and recurring tasks.
• Assist with after-hours maintenance as needed, such as patching, updates, and approved changes.
• Perform other duties as assigned.

Benefits

• Medical, Dental, and Vision Insurance.
• 401K with a generous company match.
• Generous PTO – start accruing from day one!
• Engaging company-wide events, team-building activities, and employee recognition programs.
• Peer shout-outs and Employee of the Month honors.
• Festive celebrations throughout the year.
• Learn from industry professionals committed to your success.
• Diverse & Inclusive environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed