IT Systems Administrator (remote)

Why You'll Love Working Here: Comprehensive Benefits: Medical, Dental, and Vision Insurance. Enjoy great work-life harmony with a friendly Tuesday - Saturday schedule. Celebrate & Connect: Participate in engaging company-wide events, team-building activities, and employee recognition programs. Wesley Financial Group, LLC is a company with offices in Franklin, TN and Las Vegas, NV that helps timeshare owners who have been misled get out of their timeshares.

About the Role: Wesley Financial Group is expanding IT support coverage into evenings and Saturdays. We are looking for an IT Support Administrator I with hands-on systems administration experience who is ready to grow further in the role. This position combines hands-on administration of our cloud-based (SaaS) technology stack with front-line help desk support. During afternoon hours, you will work alongside our IT Operations team on shared administration and support work. In the evenings and on Saturdays, you will be the company's first point of contact for IT support: resolving tickets, monitoring systems, and following our escalation process for issues that need senior attention.

Key Responsibilities: Manage the IT support queue (Zendesk) during evening and Saturday hours, including triage, Tier 1 and Tier 2 resolution, and clearly documented escalations. Serve as the first point of contact for IT support during assigned work hours, including communicating with users during service incidents. Conduct shift handoffs by reviewing open items at the start of each shift and leaving organized notes on any unresolved issues. Administer identity and single sign-on (JumpCloud) and Google Workspace using documented procedures, in partnership with the systems administration team. Process user account requests, including onboarding, offboarding, and group and permission changes. Manage macOS endpoints and devices, including enrollment, policy application, and software updates. Support users of the Five9 contact center platform, including troubleshooting agent login, call, and connectivity issues, and escalating platform issues as needed. Monitor platform alerts and service status, investigate issues using logs and diagnostic tools, and resolve or escalate according to the after-hours escalation process. Follow and help maintain runbooks and documentation for supported systems and recurring tasks. Required Qualifications2 to 3 years of experience in IT support or systems administration, including hands-on administrative work. Experience supporting a telephony or contact center platform. experience with NICE CXone, Genesys, or a comparable platform will be considered. Hands-on experience administering Google Workspace and an identity or single sign-on platform (JumpCloud, Okta, or comparable).Experience supporting and managing macOS devices. Ability to work independently during evening hours, follow documented procedures, and escalate issues appropriately.

Preferred Qualifications: Experience with a mobile device management (MDM) platform. Experience with Salesforce administration.

Schedule and: LocationTuesday through Saturday, 1:00 pm to 9:00 pm Central (11:00 am to 7:00 pm Pacific).This is an on-site position based either at our Nashville, TN or Las Vegas, NV office. Apply now and discover what makes Wesley Financial Group truly stand out. Please remember to check both your inbox and spam folders for all application and interview-related communications after you apply.