IT Support & Cloud Systems Administrator

IT Support & Cloud Systems Administrator

Infrastructure Operations

Position Overview

We are seeking an IT Support & Cloud Systems Administrator to provide responsive, reliable technical support to employees across a distributed organization.

This is a hands-on role focused on help desk support, ticket management, user account administration, remote desktop troubleshooting, employee onboarding and offboarding, and day-to-day IT operations.

The ideal candidate is service-oriented, organized, technically capable, and comfortable supporting employees with different levels of technical experience. Strong communication, follow-through, and the ability to learn new systems quickly are essential.

This is a remote position that requires consistent availability during U.S. business hours.

Key ResponsibilitiesIT Support and Ticket Management

  • Receive, prioritize, document, and resolve IT support requests.
  • Manage tickets from initial submission through resolution.
  • Respond promptly and keep users informed of progress.
  • Troubleshoot common hardware, software, account, access, connectivity, and application issues.
  • Remotely access employee computers to diagnose and resolve problems.
  • Assist users with email, calendars, browsers, printers, passwords, applications, and general computer issues.
  • Communicate clearly and patiently with nontechnical users.
  • Escalate complex issues when appropriate while maintaining ownership of communication and follow-up.
  • Document recurring issues and their resolutions.
  • Ensure tickets are not left unanswered or unresolved without clear next steps.
Microsoft 365 Administration and Support
  • Support Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, and Excel.
  • Create, update, and deactivate user accounts.
  • Assist with password resets, multifactor authentication, licensing, permissions, shared mailboxes, and distribution groups.
  • Troubleshoot email, calendar, Teams, OneDrive, and application access issues.
  • Help users configure Microsoft applications across computers and mobile devices.
  • Perform basic administrative tasks within Microsoft 365 and Microsoft Entra ID.
Google Workspace Administration and Support
  • Support Google Workspace applications, including Gmail, Google Drive, Docs, Sheets, Calendar, and Meet.
  • Create, update, and deactivate user accounts.
  • Manage passwords, permissions, shared drives, groups, calendars, and file access.
  • Troubleshoot Gmail, Google Drive, browser, and account access issues.
  • Support employees who work across both Microsoft and Google environments.
Remote Desktop and Cloud Systems Support
  • Support employees using remote desktops, cloud PCs, virtual machines, and related platforms.
  • Troubleshoot login, connectivity, performance, display, audio, printing, and peripheral issues.
  • Connect to employee devices using approved remote-support tools.
  • Support tools such as Microsoft Remote Desktop, Windows 365, Azure Virtual Desktop, Parsec, TeamViewer, AnyDesk, or similar platforms.
  • Assist with setting up remote desktop environments for new employees.
  • Identify recurring performance or access issues and escalate them appropriately.
Employee Onboarding and Offboarding
  • Set up accounts, applications, permissions, and equipment for new employees.
  • Follow onboarding checklists and confirm access to required systems.
  • Deactivate accounts and remove access when employees leave the organization.
  • Update permissions when employees change roles or responsibilities.
  • Maintain accurate records of accounts, devices, licenses, and assigned access.
General IT Operations
  • Install and configure approved applications, browser extensions, updates, and security tools.
  • Maintain records of company devices, software licenses, and user assignments.
  • Assist with basic Wi-Fi, VPN, network, printer, and office equipment troubleshooting.
  • Follow established security, privacy, and access-control procedures.
  • Coordinate with vendors and more senior technical resources when additional support is needed.
  • Create and maintain internal support documentation and user guides.
  • Identify opportunities to improve support processes, response times, and the employee experience.
Required Qualifications
  • Experience in IT support, help desk, desktop support, technical support, or a similar role.
  • Strong written and spoken English.
  • Excellent customer-service and communication skills.
  • Ability to explain technical issues clearly to nontechnical users.
  • Experience managing support tickets fro
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