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: ResponsibilitiesSupport 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 servicesOwn 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 experienceManage 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 reductionEnable and support approved AI tools for employees (e.g., Microsoft 365 Copilot): onboarding, troubleshooting, license/entitlement coordination, and end-user guidancePartner with Security/Compliance to apply responsible AI practices: access controls, data protection, approved-use guidance, and basic prompt-safety standards for internal support contentCreate and maintain AI enablement documentation (quick-starts, FAQs, troubleshooting guides) and deliver short trainings/office hours to improve adoption and reduce repeat ticketsResolve 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 provider to prevent recurrenceSupport a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systemsConfigure MS System Center Config Manager for operating system deployment and software distributionAdminister, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint ManagerAccurately maintain asset inventory and adhere to asset management policies and proceduresEnsure escalations are thoroughly documented in the case management system and IT knowledgebase; translate solutions into runbooks/KB articles for the support provider to improve first-time resolutionOversee the support intake channels (case management system, email, chat) with the third-party team; ensure proper triage, routing, and timely escalation for users with varying levels of proficiencyAnalyze Salesforce usage, data quality, and process gaps; partner with business stakeholders to gather requirements, recommend configuration changes, and deliver enhancements (custom objects/fields, validation rules, flows, reports/dashboards) that improve adoption and operational efficiencyProvide outstanding customer service via remote support channels and tools (e.g., Teams screen share/remote assistance), partnering with the third-party provider for any required hands-on support Required Skill Sets & ExperienceBachelor’s degree from an accredited institution in a relevant discipline (information systems, computer science, engineering, etc.) or equivalent work experience (4-Years)Accreditations in any of the following: A+ (CompTIA), ACMT (Apple), HDI-CSR (HDI), ITIL Foundation (ITIL), Microsoft 365 Certified: Enterprise, Administrator ExpertMinimum 2+ years in a customer-facing IT support or systems administration roleYou have outstanding written and verbal communication skills, and you use those skills to translate very technical issues so that non-technical clients can easily understand them.Hands-on Salesforce administration and configuration experience (user/license management, security model, page layouts, flows, validation ru