IT Support Administrator

We are seeking applicants who are looking for the opportunity to plant roots and grow with a purpose\-driven organization. Würk provides an all\-in\-one workforce management solution to employers in highly regulated industries including but not limited to, cannabis, hemp, alcohol, casino, healthcare and construction. We've created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect our clients so they can focus on their business. If you are passionate about using your skills and talents to do good, we here at Würk want to meet you! The **IT Support Administrator** is passionate about customer service, technology, and streamlined processes. You'll help employees stay productive by overseeing a third\-party IT support team that handles Tier 1, Tier 2, and Tier 3 tickets, while you manage escalated and high\-impact issues, drive root\-cause resolution, and ensure consistently excellent service. You'll also enable safe, responsible adoption of approved AI tools across the organization (e.g., Microsoft 365 Copilot and approved AI assistants). It's critical that you can support the following criteria: **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