Tier II Help Desk & Systems Administrator

firstPRO US; Massachusetts; On-site; USD 70,000 - 100,000; Full time

Job summary

firstPRO US is seeking a hands-on Tier II Help Desk & Systems Administrator to support IT operations across six locations. You will handle end-user support, Microsoft 365 administration, endpoint management, and core infrastructure while partnering with a Senior Systems Administrator on security and reliability.

There is an opportunity to expand into NetSuite administration and broader enterprise technology initiatives.

Qualifications

• 5+ years in IT support or admin roles.
• Experience with Microsoft 365 administration.
• Strong IAM, endpoint management, and patching.
• Experience across multiple locations and vendors.

Responsibilities

• Provide Tier II support for hardware, software, network, and end-user issues.
• Manage Microsoft 365 including licensing, Teams, SharePoint, Exchange Online.
• Support security, patching, vulnerability remediation, access reviews.
• Coordinate with MSPs and vendors to troubleshoot issues and maintain service quality.
• Assist with backup monitoring, disaster recovery planning, and business continuity.
• Oversee IT asset management across office locations.
• Maintain technical documentation and configurations.
• Assist with NetSuite administration and future improvements.

Skills

Microsoft 365

Windows Server

Identity & Access Management

Endpoint Management

Security & Compliance

Networking basics

IT asset management

Troubleshooting

Communication skills

Tools

Microsoft Intune

NetSuite

Azure

SharePoint

Backup solutions

VPN hardware

Job description

Seeking a hands-on Tier II Help Desk & Systems Administrator to support and maintain IT operations across six locations. This role will be responsible for end-user support, Microsoft 365 administration, endpoint management, and core infrastructure support while partnering with a Senior Systems Administrator on security, systems reliability, and technology initiatives. The position also offers the opportunity to expand into NetSuite administration and take on increased responsibility for enterprise technology operations.

Responsibilities

• Provide Tier II technical support for hardware, software, network connectivity, Microsoft 365, and other end-user technology issues across multiple locations.
• Manage Microsoft 365 administration, including user accounts, licensing, Teams, SharePoint, and Exchange Online, as well as employee onboarding, offboarding, and access management.
• Support IT security and compliance efforts through patching, endpoint protection, vulnerability remediation, access reviews, and infrastructure monitoring.
• Partner with managed service providers and technology vendors to coordinate support, troubleshoot technical issues, and maintain service quality.
• Assist with backup monitoring, disaster recovery planning, and business continuity procedures to support system availability and data protection.
• Oversee IT asset management, including hardware inventory, procurement, device deployment, lifecycle tracking, and technology planning across office locations.
• Maintain accurate technical documentation, system configurations, troubleshooting procedures, and internal IT processes.
• Assist with NetSuite administration, including user support, role and permission management, troubleshooting, and future system improvements.
• Collaborate with the Senior Systems Administrator to improve IT processes, strengthen infrastructure, and support evolving business needs.

Qualifications

• 5+ years of experience in IT support, systems administration, infrastructure operations, or a related technical role.
• Strong hands‑on experience administering Microsoft 365 and supporting Windows-based environments.
• Experience with user provisioning, identity and access management, endpoint administration, and employee onboarding and offboarding.
• Working knowledge of cybersecurity practices, endpoint protection, patch management, vulnerability remediation, and access controls.
• Familiarity with networking technologies, including switches, firewalls, VPNs, and wireless infrastructure.
• Experience managing IT assets, hardware deployments, and technology support across multiple offices or locations.
• Strong troubleshooting, communication, and customer service skills, with the ability to manage competing priorities and work independently.
• Ability to collaborate effectively with internal IT teams, third-party service providers, and business stakeholders.

Preferred Qualifications

• Experience with NetSuite administration or other ERP platforms.
• Familiarity with Microsoft Azure, Microsoft Intune, or similar cloud and endpoint management solutions.
• Exposure to backup and disaster recovery solutions, infrastructure monitoring, and IT process improvement initiatives.