IT Support Administrator

IT Support Administrator I

Join a culture like no other! Are you ready to be part of a team that values collaboration, growth, and creating exceptional experiences for clients? At Wesley Financial Group, we're more than just a workplace – we're a community that thrives on innovation, support, and making a difference.

We're looking for an IT Support Administrator I (Tuesday - Saturday Shift) to join our dynamic team.

Why You'll Love Working Here:

• Comprehensive Benefits: Medical, Dental, and Vision Insurance.
• Secure Your Future: 401K with a generous company match.
• Time to Recharge: Generous PTO – start accruing from day one!
• Balanced Schedule: 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.
• Recognition: Your hard work won't go unnoticed! From peer shout-outs and Employee of the Month honors to festive celebrations throughout the year, we love celebrating the people who make us great.
• Growth & Coaching: Learn from industry professionals committed to your success.
• Diverse & Inclusive: We embrace what makes each team member unique!

As the world changes, many of us want more than just room to grow. We're looking for a career that makes us proud of the work we do, and lets us have fun doing it! 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. Wesley is a national company listed on the INC 500 in 2020.

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.
• Assist with after-hours maintenance as needed, such as patching, updates, and approved changes.
• Perform other duties as assigned.

Required Qualifications

• 2 to 3 years of experience in IT support or systems administration, including hands-on administrative work.
• Experience supporting a telephony or contact center platform. Five9 experience is strongly preferred; experience with NICE CXone, Genesys, or a comparable platform will be considered.
• Solid Tier 1 and Tier 2 troubleshooting skills and experience working within a ticketing system.
• 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.
• Strong written communication and documentation skills.
• Professional, patient, and clear communication with users at all technical levels.

Preferred Qualifications

• Experience with a mobile device management (MDM) platform.
• Familiarity with endpoint protection or EDR tools, such as CrowdStrike.
• Experience with DocuSign administration.
• Experience with Salesforce administration.
• Basic scripting or automation experience.

Schedule and Location

• Tuesday 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.

Ready to Make a Difference?

This is more than just a job – it's your chance to be part of something meaningful, in a workplace that values your unique talents and fosters your professional growth.

Apply now and discover what makes Wesley Financial Group truly stand out. We can't wait to welcome you to the team!

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