Associate Systems Administrator

JOB DESCRIPTION – Associate Systems Administrator

**PLEASE DO NOT APPLY TO THIS ROLE IF YOU ARE NOT LOCAL TO GREATER BALTIMORE AREA**

ClearOne Advantage is a fast-growing company that is aggressively hiring due to increased business. We are always improving our marketing, culture, and technology to provide our employees with the best work atmosphere and our customers with excellent customer service. COA's proprietary software is tailored to our industry and allows the client to receive the best service possible. We are seeking an Associate Systems Administrator who can help provide New Hire - Equipment setup & Shipping, Accounts creation, Attend Orientation calls and resolve helpdesk tickets. You will work closely with the Systems Administrators and will contribute to ClearOne Advantage's Endpoint setup, user access provisioning, business application support, and Helpdesk Tickets.

If you are looking to work in a team environment, a place where you are more a name than a number, then please send your resume for review!

*This role is remote-friendly; however, candidates must be local to Baltimore, MD, as the role includes on-site equipment setup and hardware handling.*

Perks:

• Casual work environment and remote flexibility.

• Room for advancement.

Job Duties:

Endpoint Setup, Hardware & Deployment

• Basic working knowledge of both Windows and MacOS workstation operating systems (Mainly Windows).

• Basic working knowledge of user workstation hardware components and peripherals.

• Demonstrated ability to appropriately set up and deploy user workstations with minimal errors.

• Demonstrated ability to receive and send user workstations (and peripherals) and appropriately log in to the inventory system (Desktop Central is inventory).

• Demonstrated ability to perform standard user workstation software installation, configuration, and maintenance.

• Emerging ability to use automated workstation installation and patching software (Desktop Central).

• Emerging ability to perform simple workstation repairs.

• Shipping and replacement of all equipment as needed.

• Wipe and get terminated PCs ready for redeployment.

• Fulfill peripheral and replacement hardware requests (monitors, headsets, mice, docking stations).

• Install, configure, and troubleshoot corporate VPN clients on user workstations.

Identity, Accounts & Access Provisioning

• Emerging ability to make Active Directory changes.

• Ability to manage Intune inventory (Azure).

• Ability to manage the O365 suite and licenses.

• Provision, modify, and revoke user access across business applications including Salesforce,

DocuSign, GitHub, and SharePoint, following documented approval and authorization processes.

• Perform password resets and account unlocks across Outlook/Microsoft 365, Salesforce, and InContact.

• Create and manage Outlook mailboxes, shared mailbox permissions, and distribution access.

• Administer Microsoft Teams channel membership and collaboration access requests.

• Administer AI tool access and licensing, including Claude and Microsoft Copilot permissions and seat assignment.

• Support bulk onboarding of new agents and trainees, including batched account creation and application provisioning ahead of start dates.

• Process IP whitelisting requests, including temporary whitelists and access for external partners and outside counsel.

• Support access reviews and deprovisioning for departing employees and contractors.

Business Application & SaaS Support

• Awareness of phone system and dialer concepts and configurations (InContact) - Good to have.

• Provide first-line support for InContact, including access issues, lockouts, and connectivity problems.

• Administer and troubleshoot Teramind, including agent deployment, dashboard and reporting data issues, and access for managers and new trainees.

• Support file transfer client issues (FTP) and secure file exchange requests.

• Install, upgrade, and troubleshoot line-of-business desktop applications such as Tableau.

• Support Advantage Point and other internal platform access and configuration requests.

• Maintain application license inventory and assist with license classification and cleanup.

• Emerging ability to work with communication and collaboration tools (Teams).

Helpdesk & Ticket Management

• Own assigned tickets in Jira Service Management from intake through resolution, keeping status, work notes, and resolution detail current and accurate.

• Triage incoming requests, set appropriate priority, and escalate to Systems Administrators when an issue exceeds scope or requires elevated permissions.

• Demonstrated ability to troubleshoot user workstation and peripheral hardware and software issues; tracks all issues within the ticketing system.

• Communicate directly with requesters on status, expected timelines, and resolution.

• Effectively handles the appropriate share of all tickets.

• Demonstrated ability to analyze incident logs and escalate systemic software or hardware problems.

• Attend new hire orientation calls and walk new employees through first-day setup.

• Write, organize, and regularly update documentation (SOPs, guides, FAQs) to support team efficiency and reduce repeat questions.

Infrastructure Awareness & Growth Areas

• Demonstrated ability to build, configure, and troubleshoot software and hardware enhancements, application deployments, and infrastructure upgrades.

• Awareness of physical and virtual machine installation and configurations (VMWare).

• Awareness of networking concepts and configurations - Good to have.

• Emerging ability to create and maintain AWS (Amazon Web Services) workspaces.

• Awareness of on-call responsibilities for the group.

Qualifications:

• Diploma/Undergraduate degree in Computer Science, a related field, or equivalent combination of education and experience.

• 2+ years hands-on experience in Information Technology.

• 1+ years hands-on experience as an Associate Systems Administrator.

• Familiarity with Jira Service Management or a comparable ITSM ticketing platform.

• Experience provisioning user access in SaaS applications (Salesforce, DocuSign, Microsoft 365, or similar).

• Previous experience applying organizational policies and procedures to resolve a variety of issues.

• A good understanding of technology principles and operating methods.

• Working knowledge of desktop operations and toolsets.

• Ability to thrive in a fast-paced, rapid growth environment.

• Ability to communicate clearly and effectively to both technical peers and business customers, including non-technical end users.

• Ability to work on a team as well as complete projects and tasks individually.

• Hands-on, self-starter with a positive attitude and strong work ethic.

• Authorized to work in the USA. Currently, ClearOne cannot offer sponsorships.

AAP/EEO Statement:

Clear One Advantage provides equal employment opportunity to all employees and job seekers without

regard to race, color, religion, national origin, sex, age, disability, pregnancy, sexual orientation, gender

identity, genetic information, veteran status, or any other protected characteristic under federal, state,

or local laws.