Systems Administrator - Tier 2 Endpoint Management

Systems Administrator (CONTRACT - 6 Months)

Location: Waltham, MA

Pay Rate: $38 - 44/hr

Hours: 7am - 3:30pm (may be some flex on schedule)

Notes:

• TBD whether or not this opening has the potential to extend beyond 6 months
• This will be a high volume position - looking at 20-30 tickets per day.

JOB DESCRIPTION

We are seeking a highly skilled and customer-focused Systems Administrator to help our team. This role will serve as an escalation point for our Tier 1 help desk, providing advanced troubleshooting, hands-on support, and exceptional service to end users across the organization. The ideal candidate is dependable, proactive, and technically strong with a passion for solving problems and improving the end-user experience.

Responsibilities for Systems Administrator

Technical Support & Troubleshooting

• Provide Tier 2 support for escalated ServiceNow incidents, ensuring timely follow-through, documentation, and resolution.
• Perform advanced troubleshooting of Windows 10/11 operating systems, including performance issues, system errors, user profile issues, and application failures.
• Support and troubleshoot endpoint hardware—laptops, desktops, peripherals, and mobile devices.
• Assist with configuration, management, and basic troubleshooting of enterprise wireless networks, preferably Cisco Meraki.
• Support and perform foundational troubleshooting of enterprise next-gen firewalls, ideally FortiGate, including connectivity issues, VPN configuration, and basic security policy review.
• Familiar with supporting and troubleshooting MS Teams Conference Rooms is a plus.
• Prior experience supporting manufacturing/cleanroom and office devices/end-users.

Customer Service & End-User Engagement

• Deliver exceptional customer service in all interactions—onsite, remote, email, and phone.
• Communicate clearly and professionally with employees at all levels, including non-technical users.
• Set expectations with end users and follow through on commitments to ensure a positive support experience.

ServiceNow & Incident Management

• Manage all assigned ServiceNow tickets to completion with accurate notes, status updates, and timely communication.
• Escalate issues as needed while maintaining ownership and visibility until resolution.
• Identify recurring problems and contribute to knowledge base articles and process improvements.

Qualifications for System Administrator

• Associate or Bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
• 2+ years of IT support experience in a corporate or enterprise environment.
• Solid Windows 10/11 troubleshooting and technical diagnosis skills.
• Foundational knowledge of:
• * Enterprise wireless solutions (Meraki preferred)
• Next-generation firewalls (FortiGate preferred)
• Strong customer service orientation with the ability to engage end users professionally and effectively.
• Experience working with ITSM platforms such as ServiceNow.
• Ability to manage multiple tasks, prioritize workload, and work independently.

Strong communication, documentation, and problem-solving skills.