System Administrator

ClearOne Advantage System Administrator - Job Description

PLEASE DO NOT APPLY TO THIS ROLE IF YOU DO NOT LIVE IN EITHER THE PACIFIC (PST) OR MOUTAIN (MST) TIME ZONE. IF YOU DO NOT LIVE IN ONE OF THESE TIME ZONES, YOUR APPLICATION WILL BE REJECTED.

About the Role

ClearOne Advantage is a fully remote debt settlement company that helps consumers resolve unsecured debt. We operate in a regulated environment and maintain PCI DSS and SOC 2 compliance, so security and sound process are built into how IT works. Our proprietary software is tailored to our industry, and we keep improving our technology so our employees can do their best work and our clients get excellent service.

We are seeking a Systems Administrator to own the day-to-day administration of our identity, endpoint, cloud, and business application environment. You will work helpdesk tickets directly and serve as the escalation point for Associate Systems Administrators. You will also lead onboarding and offboarding at scale and contribute to automation, security, and documentation improvements across IT

Responsibilities

Identity, access, and Microsoft 365

• Administer Active Directory and Entra ID, including OU structure, group policy, security groups, and hybrid sync.

• Own Microsoft 365 administration: licensing, Exchange Online mailboxes and mail flow, Teams, SharePoint, and conditional access and MFA policies.

• Design, automate, and maintain onboarding and offboarding workflows, including SCIM-based automated provisioning and deprovisioning from Entra ID to business applications, bulk provisioning of new agent classes, and same-day deprovisioning of departing staff.

• Administer access for business applications including Salesforce, DocuSign, GitHub, NICE InContact (CXone), and AI tools such as Claude, ChatGPT, and Microsoft Copilot, including seat assignment and licensing.

• Run periodic access reviews, enforce least privilege, and approve or escalate elevated access requests.

• Manage IP whitelisting for internal use and for external partners

Endpoint management

• Administer Microsoft Intune and Desktop Central (ManageEngine Endpoint Central) for device enrollment, compliance policies, software deployment, and patching.

• Build and maintain standard workstation images and Autopilot or zero-touch deployment processes for Windows and macOS.

• Own patch compliance reporting and remediation across the endpoint fleet.

• Oversee hardware lifecycle, inventory accuracy, shipping, and redeployment, with Associate Systems Administrators handling day-to-day fulfillment.

• Administer and support corporate VPN and remote access, and help with the migration from VPN to Zero Trust Network Access (ZTNA).

Infrastructure and cloud

• Create and maintain AWS WorkSpaces and support related AWS resources, including whitelisting IPs in the appropriate security groups.

• Maintain backups, verify restores, and participate in disaster recovery planning and testing.

• Support network and firewall changes in partnership with networking resources, including VLANs, DNS, DHCP, and VPN configuration.

• Partner with minor DevOps responsibilities, such as GitHub repository and access management, and maintaining cloud resources alongside the DevOps team.

Business applications and contact center

• Serve as administrator and escalation point for InContact (CXone), Teramind, Tableau, FTP and secure file transfer.

• Coordinate with vendors on application issues, upgrades, and renewals.

• Maintain the application and license inventory and drive license optimization.

Security, compliance, and audits

• Administer endpoint security and monitoring tools and respond to security alerts in coordination with IT leadership.

• Review and implement security recommendations from Microsoft Defender, tracking remediation of vulnerabilities and misconfigurations.

• Support audits, policy enforcement, and evidence of collection for access and change management.

• Perform regular license and seat audits across Microsoft 365, Salesforce, AI tools, and other SaaS applications, reclaiming unused seats and keeping license counts accurate.

• Perform regular Active Directory audits, including stale and disabled accounts, group memberships, and privileged access.

• Partner with Security Engineers on vulnerability remediation and patch compliance across endpoints and servers

Automation and documentation

• Contribute to IT automation initiatives, including SCIM provisioning across all business applications, and automate repetitive tasks such as reporting and license cleanup using PowerShell, Microsoft Graph, or similar tools.

• Create and maintain system documentation, runbooks, and knowledge base articles, and keep them current as systems change.

• Write new SOPs for IT processes and submit them for review and approval before publishing

Helpdesk, escalation, leadership, and on-call

• Work helpdesk tickets in Jira Service Management as part of the team's round-robin rotation, and act as the Tier 2/3 escalation point for complex incidents, identifying root causes of recurring problems.

• Triage requests across the Jira boards owned by other pods, routing tickets to the right team and handling IT-related work that lands there.

• Support offshore users and collaborate with their local IT teams to troubleshoot and resolve issues, coordinating across time zones.

• Mentor and train Associate Systems Administrators and review their work on access and endpoint tasks.

• Plan and own IT projects such as migrations, rollouts, and infrastructure upgrades.

• Participate in the on-call rotation for after-hours incidents.

• Stay current on new technologies and best practices to strengthen both the team's capabilities and your own skills.

Required qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.

• 5+ years of hands-on IT experience, including 4+ years in a systems administration role. • Can reasonably perform all duties of an Associate Systems Administrator (L1).

• Strong hands-on experience administering Active Directory, Entra ID, and Microsoft 365, including Exchange Online and licensing.

• Experience managing endpoints with Intune, Desktop Central, SCCM, or a comparable MDM/RMM platform, including patching and software deployment. • Experience provisioning and deprovisioning users in SaaS applications such as Salesforce, DocuSign, or similar.

• Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, and firewalls.

• Scripting experience in PowerShell or a similar language.

• Experience with Jira Service Management or a comparable ITSM platform, including incident and problem management.

• Ability to explain technical issues clearly to non-technical users and leadership.

• Ability to work independently, manage multiple priorities, and thrive in a fast-paced, rapidgrowth environment.

• Willingness to participate in an on-call rotation.

Preferred qualifications

• Experience administering NICE InContact (CXone) or another contact center or dialer platform.

• Experience implementing SCIM provisioning and SSO (SAML or OIDC) with Entra ID, Okta, or a similar identity provider.

• Experience administering or working with AI tools such as Claude, ChatGPT, or Microsoft Copilot, including access, licensing, and usage policies.

• Experience with AWS, especially AWS WorkSpaces.

• Experience with Teramind or other employee monitoring tools.

• Experience supporting macOS in a mostly Windows environment.

• Experience in a regulated industry such as financial services.

• Experience mentoring junior IT staff.

• Certifications such as Microsoft 365 Administrator (MS-102), Azure Administrator (AZ-104), CompTIA Security+, or AWS Certified SysOps Administrator.

Equal employment opportunity

ClearOne 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.