IT Support Administrator

Würk

1d•$85,000 - $105,000•Remote

About The Position

Würk is seeking an IT Support Administrator passionate about customer service, technology, and streamlined processes. This role involves overseeing a third-party IT support team, managing escalated issues, driving root-cause resolution, and ensuring excellent service. The administrator will also enable the safe adoption of approved AI tools across the organization, such as Microsoft 365 Copilot. Würk provides an all-in-one workforce management solution for employers in highly regulated industries, including cannabis, hemp, alcohol, casino, healthcare, and construction. Their system streamlines payroll, HR, timekeeping, and tax compliance to minimize regulatory risk and protect clients.

Requirements

Bachelor’s degree from an accredited institution in a relevant discipline (information systems, computer science, engineering, etc.) or equivalent work experience (4-Years)
Accreditations in any of the following: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Enterprise, Administrator Expert
Minimum 2+ years in a customer-facing IT support or systems administration role
Outstanding written and verbal communication skills, and the ability to translate technical issues for non-technical clients
Hands-on Salesforce administration and configuration experience (user/license management, security model, page layouts, flows, validation rules, reports and dashboards) and the analytical skills to translate business requirements into Salesforce solutions; Salesforce Administrator certification preferred
Demonstrated aptitude and a solid administrative understanding of Smartsheet, Windows OS, macOS, MS365, Microsoft Azure AD, Exchange, Endpoint Manager, and Teams
Familiarity with enterprise AI enablement concepts such as Microsoft 365 Copilot readiness (identity, licensing, data permissions), user support patterns, and responsible-use guidance
Working knowledge of security and compliance controls relevant to AI and productivity tooling (e.g., conditional access, MFA, DLP concepts, sensitivity labels, Defender signals) and how they impact end-user experiences
Configuration of MS System Center Config Manager to deploy operating systems, distribute software, and apply patches
Superior analytical, planning, organizational, and problem-solving skills
Supporting and maintaining audio/video and collaboration experiences for distributed teams (e.g., Teams meetings, headsets, webcams), primarily through remote diagnostics and coordination with vendors as needed
Ability to occasionally lift and move shipped IT equipment (up to 50 lbs) in a home-office setting and coordinate packing/shipping/returns (may involve squatting, bending, or kneeling)

Nice To Haves

Salesforce Administrator certification preferred

Responsibilities

Support and administer core enterprise environments and services, including Microsoft 365, Entra ID (Azure AD), Microsoft Defender, and endpoint services; administer and configure Salesforce (user/license management, roles and profiles, permission sets, sharing rules, page layouts, flows, reports/dashboards); maintain administrative working knowledge of Smartsheet, Box, and other hosted services
Own the relationship and day-to-day operations with a third-party IT support provider delivering Tier 1–3 coverage; set expectations, coordinate priorities, and ensure consistent user experience
Manage escalations from the support provider: triage high-impact issues, provide technical direction, coordinate cross-functional resolution (IT/Security/Vendors), and communicate status to stakeholders
Monitor and report on support performance (SLA attainment, backlog, aging, CSAT), lead weekly/monthly service reviews, and drive continuous improvement and root-cause reduction
Enable and support approved AI tools for employees (e.g., Microsoft 365 Copilot): onboarding, troubleshooting, license/entitlement coordination, and end-user guidance
Partner with Security/Compliance to apply responsible AI practices: access controls, data protection, approved-use guidance, and basic prompt-safety standards for internal support content
Create and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and deliver short trainings/office hours to improve adoption and reduce repeat tickets
Resolve escalated incidents related to employee hardware, enterprise software, access and authentication, network and VPN issues, and virtual meeting solutions; identify trends and partner with the support provider to prevent recurrence
Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems
Configure MS System Center Config Manager for operating system deployment and software distribution
Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager
Accurately maintain asset inventory and adhere to asset management policies and procedures
Ensure escalations are thoroughly documented in the case management system and IT knowledgebase; translate solutions into runbooks/KB articles for the support provider to improve first-time resolution
Oversee the support intake channels (case management system, email, chat) with the third-party team; ensure proper triage, routing, and timely escalation for users with varying levels of proficiency
Analyze Salesforce usage, data quality, and process gaps; partner with business stakeholders to gather requirements, recommend configuration changes, and deliver enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiency
Provide outstanding customer service via remote support channels and tools (e.g., Teams screen share/remote assistance), partnering with the third-party provider for any required hands-on support

Benefits

Competitive medical, dental, and vision plans
100% employer-paid basic life insurance, short term disability, and employee assistance programs
401(k) traditional and Roth plans with Employer Match
Generous PTO, bonus, and stock options
$400 office equipment reimbursement
$300/year fitness reimbursement
Internet reimbursement
Paid professional development & tuition reimbursement
Generous referral bonuses
Paid parental leave
Remote-friendly work environment
Paid sabbatical leave program