What are the responsibilities and job description for the IT Service Management Administrator position at Dynamic Quest Inc?
Dynamic Quest is seeking an experienced IT Service Management Administrator to own and advance our HaloPSA and Autotask platforms.
HaloPSA serves as the system of record for our GovSec/CMMC business, while Autotask supports our Commercial operations. This position will be responsible for standardizing, configuring, documenting, and continuously improving both platforms. Initially, the role will have a strong focus on maturing HaloPSA within GovSec, with responsibilities expanding across both PSA environments over time.
This is a hands-on technical administration role—not a project management position. You will configure, build, document, train, troubleshoot, and own the outcome.
Candidates MUST currently reside and work in the United States. Applicants residing outside of the United States will not be considered for this position.
What You'll Do
- Own day-to-day administration and configuration of HaloPSA and Autotask.
- Build and maintain standardized HaloPSA client templates, including contracts, service catalog items, ticket types, SLAs, custom fields, and onboarding structures.
- Develop client-facing reports, operational dashboards, and CMMC audit/evidence reporting.
- Write and maintain SQL queries supporting HaloPSA reporting.
- Establish configuration standards, change controls, naming conventions, permissions, and release-management practices.
- Administer Autotask contracts, ticket categories, queues, workflows, checklists, forms, and integrations.
- Improve existing Autotask configuration by eliminating outdated structures and aligning the platform with current DQ services.
- Partner with Service Desk, Professional Services, PMO, Finance, GovSec, and other teams to translate business requirements into scalable PSA configurations.
- Support PSA data integration with Microsoft Fabric/Azure for reporting, analytics, and automation.
- Help design integrations between HaloPSA, Autotask, Jira, RMM, documentation, billing, and other systems.
- Support API- and AI-driven automation initiatives within the DQ platform.
- Contribute to the evaluation and potential future consolidation of DQ's PSA platforms.