Play Your Part In Our Team Succeeding!

• Handle requests from employees with systems/applications broken or not functioning at peak levels
• Auditing and Organizing user and system settings in order to achieve efficiency in administration and use across all platforms.
  Monitor system performance, security, and availability, and perform routine maintenance tasks as needed. This includes performing system upgrades, patch management, and disaster recovery planning activities.
• Implement security best practices and ensure compliance with regulatory requirements.
• Manage user accounts, roles, and permissions within the CRM system.
• Configure and customize CRM workflows, fields, and modules to meet business needs and improve customer engagement.
• Collaborate with sales, marketing, and customer support teams to optimize CRM processes and data management.
• Working with Managers and 3rd party CRM agents to manage updates to our commonly used documents such as contract, or customer notices.
• Work with stakeholders to evaluate and implement system settings changes as needed.
• Keeping our office network running smoothly and up to date with the latest security patches.
• Assist in the administration and configuration of the Zendesk platform, ensuring alignment with ITIL best practices and organizational requirements. This includes designing and implementing routing, assignment, and automation changes to the system as needed.
• Support incident, problem, change, and release management processes within the ITSM framework.
• Create and maintain documentation, knowledge base articles, and training materials related to ITSM and CRM administration.
  Training end users on how to use new systems as they are introduced through training meetings and the production of training documents.
• Work with Systems Developers and the IT Director to plan and execute the automation of common tasks and help create a robust network of interdependent systems to help increase organization and efficiency across the company.
• Manage computer app updates and distribution through our MDM system.
• Submitting system bills to the IT Director for payment and managing licenses.
• Assisting the Help Desk with escalated tickets that require Systems Administrator assistance to resolve.
• Create systems and be proactive to the needs of the organization whereby needs of the Company are met before they are asked for, meet with employees to find ways to create operational improvements

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering or another closely related field.
• 1-2 years of experience in System Administration, with a focus on ITSM and CRM administration.
• Familiarity with ITIL framework and IT service management principles.
• Ticket management experience and/or previous experience with help desk duties or systems administration preferred.
• Experience with the following systems is preferred, but not required:
  • Zendesk
  • Managing forms, automations, users, groups, ticket routing, reporting, and any other tasks as needed.
  • Google Workspace
  • Specifically managing users, security, and creating and maintaining SAML/SSO connections with other systems
  • PestRoutes/FieldRoutes/SalesRoutes
  • JAMF/Maas360 or other MDM
  • Zapier
  • Click Up
• Excellent communication skills, attention to detail, technical skills, and problem-solving skills.
• Ability to multitask in a fast paced environment

• 2021 & 2022: Great Places To Work and Top Places to Work
• Awards & Recognition
• Monthly Company Events
• Company Service Projects
• Comprehensive medical coverage that covers many common services at no cost or for a low copay
• Additional options for dental and vision benefits, life and disability coverage and more
• 401K Plan
• Roth IRA
• Long- and Short-term Disability Coverage (Voluntary)
• Paid Time Off