Full Time Freshservice Administrator Jobs (NOW HIRING)

Job Description: IT Administrator — Cloud / Network / Identity

Location: Hillside, IL (HQ) — On-site, with hybrid flexibility

Reports to: Cybersecurity Architect & IT Operations Manager

Team: Global Cyber & IT — One of four site IT Administrators

Type: Full-time

Client: Commercial IT Operations (HQ)

About the Role

Our client is currently building its internal Cyber & IT function from the ground up across five global locations, replacing full managed-service dependency with an embedded, globally distributed team.

This is a build-from-scratch role—you will help stand up the systems, processes, and day-to-day operations that keep the business running, rather than inheriting a mature, well-documented environment.

As the HQ IT Administrator, you will serve as the first line of IT and cybersecurity support for our client's Hillside office and act as a hands-on owner across the full stack: endpoints, identity, M365, cloud, network, and security operations. Responsibilities are deliberately broad and will evolve as the function matures and specializes. You should be energized by ambiguity, take ownership of problems through to completion, and be fluent in leveraging modern automation and AI tools to deliver the output of a much larger team.

Key Responsibilities 1. Service Desk & End-User Support

• Ticket Management: Own the IT support queue (Freshservice) for HQ—assisting on-site and remote users with any IT issue, from initial triage through resolution and escalation.
• Lifecycle Management: Run user onboarding and offboarding end-to-end: provisioning, access, hardware setup, and clean deprovisioning.
• Hardware & AV: Troubleshoot end-user problems across Windows and macOS endpoints, laptops, printers, peripherals, and conference-room AV systems.
• Service Delivery: Maintain a first-class level of service for technical and non-technical colleagues across all levels of the organization.

2. Identity, M365 & Endpoints

• M365 & Entra ID: Administer the Microsoft 365 admin centers—Exchange, SharePoint, OneDrive, Teams (including Teams Calling)—and Entra ID / SSO.
• Endpoint Compliance: Manage endpoints and device compliance through Intune; own the monitoring, maintenance, and security of all endpoints.
• Directory Services: Administer Active Directory / Entra hybrid environments—including DNS, DHCP, Group Policy, groups, and licensing.
• Patching & Maintenance: Test and apply software updates and patches within established change-management practices.

3. Cloud, Network & Infrastructure

• Cloud Operations: Support cloud administration, primarily Microsoft Azure and AWS (EC2, WorkSpaces), across our client's commercial estate.
• Local Networking: Own local network support at HQ—firewalls, switching, Wi-Fi, and VPN connectivity.
• Incident Management: Act as network incident commander for the group: coordinate responses to cross-site network issues and own the bridge to escalation partners (DevOps and Fortinet on-call) for complex, deep-tier work.
• Infrastructure Lifecycle: Provision, monitor, and maintain infrastructure services; support HQ hardware lifecycle (procurement, imaging, asset tracking, and disposal).

4. Security & Compliance

• SecOps Support: Support day-to-day security operations—endpoint protection (Defender), alert triage, and remediation—in coordination with the SOC lead.
• Tenant Management: Help administer commercial and GCC-High tenants, alongside the security controls that separate the two environments.
• Compliance Support: Support CMMC and related compliance processes: evidence collection, control upkeep, and documentation.

• Best Practices: Apply IT security best practices in every task and workflow.

5. Automation, Documentation & Process Improvement

• Modern Tooling: Use AI tools and scripting (PowerShell, Bash, Graph, Copilot, agentic workflows) to automate repetitive work and scale a lean team's output.
• Knowledge Sharing: Proactively document all work into the knowledge base; build repeatable runbooks and processes as the function is stood up.
• Growth & M&A: Spot and act on opportunities to improve evolving support processes; support the integration of newly acquired companies as our client expands.

What You'll Bring Required Experience & Skills

• Experience: 3+ years in IT administration, systems support, or service desk roles, with hands-on ownership of end-user and infrastructure issues.
• Microsoft Ecosystem: Strong working knowledge of Microsoft 365 (Exchange, SharePoint, OneDrive, Teams), Entra ID / Azure AD, SSO, and Intune.
• Directory & Server Admin: In-depth Active Directory experience (DNS, DHCP, Group Policy) and Windows Server administration skills.
• Core Technical Fundamentals: Solid endpoint fundamentals across Windows and macOS, plus core networking knowledge (firewalls, switching, VPN, Wi-Fi).
• Cloud Familiarity: Experience with cloud technologies—Azure and/or AWS (EC2, WorkSpaces).
• Automation Mindset: Scripting ability (PowerShell / Bash) and demonstrated use of automation and AI tools to increase efficiency, with a genuine desire to push technical boundaries.
• Adaptability: Self-motivated and adaptable—confident working on your own initiative with limited supervision, taking ownership of issues through to completion in a fast-paced environment.
• Communication: Clear communicator, strong problem-solver, and a flexible team player who collaborates seamlessly with local and global colleagues and recognizes when urgency is required.

Nice to Have

• Exposure to Microsoft Defender or Sentinel, and RMM tooling (e.g., NinjaOne).
• Experience with GCC-High environments or compliance frameworks (CMMC, NIST 800-171, ISO 27001).
• Relevant certifications (e.g., Microsoft MS-102 / AZ-104, CompTIA Network+ / Security+)—or a clear track record demonstrating equivalent knowledge.