IT Support Administrator

🕒 Maio 29

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Würk

SiteLinkedInTodas as Vagas

51 - 200 funcionários

👥 RH Tech

📋 Conformidade

💰 $3.500.000 Series A em 2021-04

HR Tech • Compliance • Cannabis

Würk é uma empresa líder em gerenciamento de capital humano (HCM) que atende especificamente à indústria de cannabis. Fornece soluções abrangentes de RH, incluindo agendamento, folha de pagamento, conformidade e serviços de gerenciamento de funcionários, personalizados para negócios de cannabis. A Würk auxilia os clientes a gerenciar o crescimento rápido e a navegar em cenários regulatórios complexos, garantindo operações simplificadas em um setor desafiador. Com foco em usabilidade, inovação e pessoas, a plataforma da Würk oferece ferramentas para apoiar proprietários de empresas de cannabis e ajudá-los a alcançar o sucesso.

Descrição

• 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); • 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 provider to prevent recurrence • Support a suite of Microsoft Office 365 E5 applications on both Windows and Mac operating systems • Configure MS System Center Config Manager for operating system deployment and software distribution • Administer, image, and troubleshoot Windows and Mac endpoints using Intune and Endpoint Manager • Accurately maintain asset inventory and adhere to asset management policies and procedures • Ensure 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 resolution • Oversee 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 proficiency • Analyze 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 efficiency • Provide 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

🎯 Requisitos

• Bachelor’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 Expert • Minimum 2+ years in a customer-facing IT support or systems administration role • Hands-on Salesforce administration and configuration experience (user/license management, security model, page layouts, flows, validation rules, reports and dashboards) and the analytical skills to translate business requirements into Salesforce solutions; Salesforce Administrator certification preferred • Demonstrated aptitude and a solid administrative understanding of Smartsheet, Windows OS, macOS, MS365, Microsoft Azure AD, Exchange, Endpoint Manager, and Teams • Familiarity with enterprise AI enablement concepts such as Microsoft 365 Copilot readiness (identity, licensing, data permissions), user support patterns, and responsible-use guidance • Working knowledge of security and compliance controls relevant to AI and productivity tooling (e.g., conditional access, MFA, DLP concepts, sensitivity labels, Defender signals) and how they impact end-user experiences • Configuration of MS System Center Config Manager to deploy operating systems, distribute software, and apply patches • Ability to occasionally lift and move shipped IT equipment (up to 50 lbs) in a home-office setting and coordinate packing/shipping/returns (may involve squatting, bending, or kneeling)

🏖️ Benefícios

• Competitive medical, dental, and vision plans • 100% employer-paid basic life insurance, short term disability, and employee assistance programs • 401(k) traditional and Roth plans with Employer Match • Generous PTO, bonus, and stock options • $400 office equipment reimbursement • $300/year fitness reimbursement • Internet reimbursement • Paid professional development & tuition reimbursement • Generous referral bonuses • Paid parental leave • Remote-friendly work environment • Paid sabbatical leave program