Integris

System Administrator

• Administer and support desktop, server, networking, virtualization, Microsoft 365, and cloud infrastructure environments
• Maintain security best practices across client environments
• Provide advanced technical support and resolve escalated administrator-level issues
• Work assigned tickets in SLA order and minimize disruption to customer operations
• Serve as the primary escalation resource for Systems Technicians
• Support advanced service desk, field, server, network, cloud, and line-of-business application issues
• Escalate complex multi-domain or engineering-level issues to Systems Engineers
• Consult with internal and external stakeholders regarding client environments
• Mentor Systems Technicians and provide technical guidance
• Develop processes and knowledge base articles
• Provide advanced end-user, server, networking, virtualization, Microsoft 365, and cloud troubleshooting
• Administer servers, workstations, firewalls, switches, wireless access points, virtualization platforms, and cloud technologies
• Support Exchange Online, SharePoint, Teams, Intune, and Microsoft Entra ID
• Troubleshoot firewall, VLAN, DNS, DHCP, VPN, wireless, and connectivity issues
• Support backup, disaster recovery, documentation, ticketing, remote management, and monitoring platforms
• Adhere to and create Standard Operating Procedures
• Assist with onboarding, training, and development of technical team members
• Promote approved AI tools and share AI-driven productivity techniques with Systems Technicians
• Elevate team capability through knowledge sharing and standardization of best practices

Systems Administrator

Technician

• Provide frontline technical support for personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity issues
• Serve as the initial point of contact for client technical assistance through phone, email, and client portal
• Work assigned tickets in SLA order
• Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
• Troubleshoot and resolve frontline technical issues efficiently
• Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively for accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolution details to clients
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members
• Participate in team meetings, training, documentation, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot workstation, printer, wireless network, VPN, and basic network service connectivity issues
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures
• Maintain documentation and contribute to knowledge base articles and SOP updates
• Participate in training, coaching, and certification pathways
• Use approved AI solutions to support learning, troubleshooting, documentation, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

Systems Technician

• Work assigned tickets in order of SLA
• Assess, plan, troubleshoot, and resolve administrator-level issues
• Serve as the primary escalation resource for the Systems Technician technical team
• Support advanced service desk, field, server, network, cloud, and line-of-business application issues
• Escalate complex multi-domain or engineering-level issues to Systems Engineers
• Provide technical consultations to internal and external stakeholders
• Mentor Systems Technicians and follow up on escalations
• Develop processes and knowledge base articles
• Provide advanced end-user, server, networking, virtualization, Microsoft 365, and cloud support
• Administer and support client infrastructure, including servers, workstations, firewalls, switches, wireless access points, virtualization platforms, and cloud technologies
• Support Microsoft 365 administration, including Exchange Online, SharePoint, Teams, Intune, and Microsoft Entra ID
• Troubleshoot networking, connectivity, firewall, VLAN, DNS, DHCP, VPN, and wireless issues
• Support backup, disaster recovery, documentation, ticketing, remote management, and monitoring platforms
• Collaborate with colleagues to address emergent technical problems
• Follow and create Standard Operating Procedures
• Provide technical guidance and coaching to Systems Technicians
• Assist with onboarding, training, and development of technical team members
• Create training materials and knowledge base documentation
• Promote effective use of approved AI tools and share AI-driven productivity techniques
• Elevate team capability through knowledge sharing and standardized best practices

• Administer and support desktop, server, networking, virtualization, Microsoft 365, and cloud infrastructure environments
• Maintain security best practices across client environments
• Provide advanced technical support and resolve escalated administrator-level issues
• Work assigned tickets in SLA order and minimize disruption to customer operations
• Serve as the primary escalation resource for Systems Technicians
• Support advanced service desk, field, server, network, cloud, and line-of-business application issues
• Escalate complex multi-domain or engineering-level issues to Systems Engineers
• Consult with internal and external stakeholders regarding client environments
• Mentor Systems Technicians and provide technical guidance and coaching
• Develop processes, SOPs, knowledge base articles, and training materials
• Provide advanced end-user, server, networking, virtualization, Microsoft 365, and cloud troubleshooting
• Administer client infrastructure including servers, workstations, firewalls, switches, wireless access points, virtualization platforms, and cloud technologies
• Support Microsoft 365 administration, including Exchange Online, SharePoint, Teams, Intune, and Microsoft Entra ID
• Troubleshoot networking, connectivity, firewall, VLAN, DNS, DHCP, VPN, and wireless issues
• Support backup, disaster recovery, documentation, ticketing, remote management, and monitoring platforms
• Collaborate with colleagues to address emergent technical problems
• Apply ITIL concepts and follow or create Standard Operating Procedures
• Assist with onboarding, training, and development of technical team members
• Promote responsible use of approved AI tools and share AI-driven productivity techniques
• Provide phone, email, remote, and onsite support from the service desk, field, client site, Integris office, or remote home office depending on business and client needs

Manager

• Manage a team of technical resources providing remote support for Integris clients
• Provide leadership and guidance to ensure performance goals and premium service delivery
• Oversee service ticket intake and effective resolution of client issues
• Apply de-escalation methodology when required
• Uphold and promote Integris’ core values and foster a cohesive, collaborative service desk culture
• Lead, mentor, and manage service coordinators, technicians, and team leads
• Manage team performance against departmental KPIs
• Conduct regular one-on-one meetings and annual performance evaluations
• Manage team scheduling, time and attendance, and approve timesheets
• Provide ongoing training, professional development, and career path guidance
• Collaborate with Customer Experience and Field Services teams on service quality, action plans, resource allocation, and on-site support
• Review processes, procedures, systems, and tools to identify improvements, efficiency gains, and enhanced service quality
• Ensure service desk procedures, time records, and client documentation are accurate and up to date
• Handle additional duties as assigned

Manager, Service Desk

• Work assigned tickets in order of SLA
• Serve as the first point of contact for client support requests received through phone, email, and client portal
• Answer inbound support calls, create service tickets, and ensure requests are documented, categorized, and prioritized
• Troubleshoot and resolve frontline technical issues involving personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
• Escalate advanced or unresolved technical issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively for accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolution details to clients
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members
• Participate in team meetings, training sessions, documentation efforts, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures (SOPs)
• Maintain accurate work documentation and contribute to knowledge base articles and SOP updates
• Participate in training, coaching, and certification pathways
• Use approved AI solutions responsibly to improve learning, troubleshooting efficiency, documentation quality, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

• Work assigned tickets in order of SLA
• Serve as the first point of contact for client support requests received through phone, email, and client portal
• Answer inbound support calls, create service tickets, and ensure requests are documented, categorized, and prioritized
• Troubleshoot and resolve frontline technical issues involving personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
• Escalate advanced or unresolved technical issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively to facilitate accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolution details to clients
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members
• Participate in team meetings, training sessions, documentation efforts, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot workstations, printers, wireless networks, VPN access, and basic network services
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures
• Maintain documentation and contribute to knowledge base articles and SOP updates
• Participate in training, coaching, and certification pathways
• Use approved AI solutions responsibly to improve learning, troubleshooting, documentation, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

• Work assigned tickets in order of SLA
• Serve as the first point of contact for client support requests received through phone, email, and client portal
• Answer inbound support calls, create service tickets, and ensure requests are documented, categorized, and prioritized
• Troubleshoot and resolve frontline technical issues involving personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
• Escalate advanced or unresolved technical issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively to facilitate accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolution details to clients
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members
• Participate in team meetings, training sessions, documentation efforts, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow established IT service management processes and Standard Operating Procedures (SOPs)
• Maintain accurate documentation and contribute to knowledge base articles and SOP updates
• Participate in training, coaching, and certification pathways
• Leverage approved AI solutions responsibly to improve learning, troubleshooting efficiency, documentation quality, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

• Provide frontline technical support for single end-user issues involving personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
• Serve as the first point of contact for client support requests through phone, email, and client portal
• Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
• Work assigned tickets in order of SLA
• Troubleshoot and resolve frontline technical issues efficiently to minimize disruption to customer operations
• Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively for accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolution details to clients
• Collaborate with technical team members to resolve client issues
• Participate in team meetings, training, documentation, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripherals, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures
• Maintain accurate documentation and contribute to knowledge base articles and SOP updates
• Pursue continuous learning across Microsoft technologies, networking fundamentals, service delivery, and client support
• Use approved AI solutions responsibly to improve learning, troubleshooting, documentation, and customer outcomes
• Develop foundational knowledge for potential progression into Systems Administrator responsibilities

• Work assigned tickets in order of SLA
• Serve as the first point of contact for client support requests received through phone, email, and client portal
• Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
• Troubleshoot and resolve frontline technical issues involving computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
• Escalate advanced or unresolved technical issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively for accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolutions to clients
• Collaborate with technical team members to resolve client issues
• Participate in team meetings, training sessions, documentation efforts, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures
• Maintain accurate documentation and contribute to knowledge base articles and SOP updates
• Participate in training, coaching, and certification pathways
• Use approved AI solutions responsibly to improve learning, troubleshooting, documentation, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities

• Provide frontline technical support for single end-user issues involving personal computers, printers, Microsoft 365, Windows applications, mobile devices, and basic connectivity
• Serve as the initial point of contact for client technical assistance through phone, email, and the client portal
• Work assigned tickets in order of SLA
• Answer inbound support calls, create service tickets, and document, categorize, and prioritize requests
• Troubleshoot and resolve frontline technical issues efficiently to minimize disruption to customer operations
• Escalate advanced or unresolved issues to Systems Administrators or Systems Engineers
• Document technical work comprehensively for accurate client billing and ongoing support
• Communicate ticket status, troubleshooting steps, next steps, and resolution details to clients
• Collaborate with Systems Administrators, Systems Engineers, and other technical team members
• Participate in team meetings, training sessions, documentation efforts, and knowledge-sharing activities
• Support configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies
• Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, Exchange Online, Teams, and SharePoint support
• Troubleshoot connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services
• Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools
• Follow IT service management processes and Standard Operating Procedures
• Maintain documentation and contribute to knowledge base articles and SOP updates
• Participate in training, coaching, and certification pathways
• Use approved AI solutions responsibly to improve learning, troubleshooting efficiency, documentation quality, and customer outcomes
• Develop foundational technical knowledge for potential progression into Systems Administrator responsibilities