Provide Tier 2/3 support for Windows, macOS, mobile devices, and enterprise applications;
Troubleshoot hardware, operating system, application, and basic network connectivity issues;
Document incidents and resolutions in the ticketing system;
Follow defined SLAs; and escalate complex issues when appropriate.
Assist with endpoint management platforms such as Microsoft Intune, Configuration Manager, and Jamf;
Support device provisioning, imaging, software installation, and deployment processes;
Help maintain inventory and asset records;
Follow endpoint security, compliance, and configuration standards.
Assist with monitoring enterprise systems, servers, and virtual environments;
Support user account provisioning, access management, and basic group policy administration;
Participate in system patching, updates, and maintenance activities;
Support backup and recovery procedures under guidance.
Create and maintain knowledge base articles and technical documentation to support issue resolution, repeatable processes, and operational consistency;
Communicate clearly with end users and stakeholders regarding incidents, service status, and planned updates.
Build foundational skills in systems administration and platform tools;
Identify opportunities to improve support processes and efficiency;
Participate in team knowledge sharing, training, and operational improvement activities.

Associate or bachelor’s degree in a technical field, or equivalent practical experience.
2-3 years of experience in IT support, desktop support, service desk escalation, or a related technical support role.
Strong troubleshooting skills across Windows and macOS environments.
Basic understanding of endpoint management tools, including Intune, Jamf, and Configuration Manager/SCCM.
Foundational knowledge of networking concepts, including TCP/IP, VPN, DNS, and DHCP.
Exposure to virtualization environments (e.g., VMware, cloud infrastructure), active directory environments, and enterprise backup/restore workflows.
Strong customer service, communication, and follow-through skills.
Ability to follow documented processes, work under guidance, and escalate appropriately.
Interest in developing systems administration, automation, and platform engineering capabilities.

Systems and Platform Administrator

Key skills