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Senior Freshservice Administrator Jobs (NOW HIRING)

XS Brokers

Senior IT Support Specialist

Quincy, MA · On-site

$82K - $90K/yr

Administer NinjaOne (RMM) including remote remediation, scripting, patching, and compliance ... Review and maintain onboarding/offboarding workflows, runbooks, and Freshservice automations.

Incident IQ

IT Administrator

Alpharetta, GA · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Collaborate with senior IT staff on larger projects and infrastructure improvements. IT Adminis ... Freshservice). * Experience administering Google Workspace is highly desirable. * Exposure to or ...

New

Incident IQ

IT Administrator

Alpharetta, GA

Collaborate with senior IT staff on larger projects and infrastructure improvements. IT Adminis ... Freshservice). * Experience administering Google Workspace is highly desirable. * Exposure to or ...

New

Incident IQ

IT Administrator

Atlanta, GA

Collaborate with senior IT staff on larger projects and infrastructure improvements. IT Adminis ... Freshservice). * Experience administering Google Workspace is highly desirable. * Exposure to or ...

New

HaloMD

Senior Human Resources Operations Manager

Dallas, TX · Remote

$120K - $140K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Oversee the Leave of Absence Administrator, who manages day-to-day case administration, ensuring ... As FreshService matures into the system of record for HR service delivery, day-to-day triage ...

Stride

HR Administrator 2

Saint Paul, MN · On-site

$18.84 - $23/hr

  • Medical

  • Retirement

  • PTO

... FreshService ticketing system. Communicates clearly, professionally, and with empathy, effectively engaging with employees, managers, and senior leaders to support HR processes, resolve issues, and ...

Cambridge Savings Bank

Application Administrator

Waltham, MA · On-site

$83K - $111K/yr

  • Medical

  • Retirement

... FreshService ticketing platform. Work closely with the Service Desk to deliver timely and accurate ... Support senior team members to build knowledge and ensure coverage across the application stack.

Turtle and Hughes

Senior Human Resources Generalist

Clark, NJ · On-site

$75K - $100K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Administer and coordinate Workers' Compensation claims, leave of absence programs (FMLA, ADA, state ... Utilize Freshservice ticketing system to manage and resolve HR support requests efficiently. * Work ...

AMSYS Talent

System Support Analyst

Houston, TX · On-site

We're looking for a senior IT professional who enjoys solving complex technical issues while ... Administer and troubleshoot Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive ...

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Senior Freshservice Administrator information

What is the difference between Senior Freshservice Administrator vs Freshservice Administrator?

AspectSenior Freshservice AdministratorFreshservice Administrator
CertificationsITIL, ServiceNow, or similar certifications often preferredBasic ITIL or vendor-specific certifications
Experience3+ years in service management and platform administration1-2 years in IT service management
ResponsibilitiesAdvanced platform configuration, process optimization, team mentorshipUser management, ticket handling, basic platform setup
Work EnvironmentLarge IT teams, enterprise settingsSMBs, departmental support teams

The main difference between a Senior Freshservice Administrator and a Freshservice Administrator lies in experience, responsibilities, and certifications. Senior roles typically involve more strategic tasks, platform customization, and mentorship, while standard administrators focus on day-to-day support and basic configurations.

What are the key skills and qualifications needed to thrive as a senior Freshservice administrator, and why are they important?

To thrive as a Senior Freshservice Administrator, you need deep expertise in IT service management (ITSM), experience configuring Freshservice, and a background in ITIL processes or related certifications. Familiarity with Freshservice's automation tools, integrations, reporting features, and API management is essential. Strong problem-solving skills, effective communication, and the ability to collaborate across departments set top performers apart. These skills ensure optimal platform performance, streamline IT workflows, and deliver high-quality support to users.

What are some common challenges faced by senior Freshservice administrators, and how can they be addressed?

Senior Freshservice Administrators often face challenges in customizing workflows to meet complex organizational needs and ensuring seamless integration with other IT systems. Keeping up with frequent software updates and training team members on new features can also be demanding. To address these challenges, it's helpful to stay current with Freshservice release notes, actively participate in the Freshservice community, and collaborate closely with IT stakeholders to gather feedback and optimize processes. Leveraging automation and regularly reviewing configurations can also help in maintaining an efficient service desk environment.

What is a senior Freshservice administrator?

Senior Freshservice Administrators are experienced IT professionals responsible for managing, configuring, and optimizing the Freshservice IT service management platform within an organization. They oversee system integrations, customize workflows, ensure compliance with best practices, and provide advanced support to users. Their role often includes user training, troubleshooting complex issues, reporting, and collaborating with other IT teams to ensure the platform meets organizational needs.
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Senior Freshservice Administrator jobs near you
Infographic showing various Senior Freshservice Administrator job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 10% Part Time, 1% Temporary, and 4% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

Senior IT Support Specialist

XS Brokers

Quincy, MA • On-site

$82K - $90K/yr

Full-time

Posted 8 days ago

Job description

The Senior IT Support Specialist serves as an escalation resource for the IT Service Desk at XS Brokers Insurance Agency. This role handles escalated incidents from the Help Desk, delivers advanced troubleshooting across endpoints, identity, networking, and application layers, and actively participates in IT projects and continuous improvement initiatives. Operating with greater autonomy than Tier 1 staff, the Senior Specialist provides informal mentoring and technical guidance to junior team members and acts as a key bridge between frontline service desk operations and the infrastructure and security teams. This role is well suited for an experienced technician ready to deepen their enterprise IT expertise and take on broader organizational responsibilities.
Key Responsibilities
Advanced Technical Support & Escalation
  • Receive, own, and resolve escalated Level 2 incidents from Tier 1 staff with full accountability through closure.
  • Perform advanced troubleshooting across Windows OS, Microsoft 365, networking, VPN, and business application layers.
  • Escalate to infrastructure, security, or vendor teams when appropriate, providing thorough handoff documentation.
  • Identify patterns in escalated tickets and flag recurring issues for root cause analysis.

Endpoint & Identity Management
  • Administer NinjaOne (RMM) including remote remediation, scripting, patching, and compliance monitoring.
  • Manage Microsoft Intune policies, device enrollment, compliance baselines, and security configurations.
  • Administer users, groups, and RBAC assignments in Active Directory and Entra ID.
  • Support Conditional Access policy troubleshooting and MFA resolution in Entra ID.
  • Manage FortiClient/FortiSASE VPN user provisioning, profile configuration, and connectivity troubleshooting.

VDI & Business Application Support
  • Provide Level 2 support for Virtual Desktop Infrastructure (VDI) environments including connectivity, profile, and performance issues.
  • Troubleshoot and support business applications including Vertafore AIM, Salesforce, and Microsoft 365 advanced services.
  • Coordinate with application vendors on escalated application-layer incidents.

Onboarding & Offboarding (Advanced)
  • Handle complex identity provisioning, RBAC access grants and revocations, and security-aligned access management.
  • Review and maintain onboarding/offboarding workflows, runbooks, and Freshservice automations.
  • Ensure access changes are accurately executed and documented to support audit and compliance requirements.
  • Lead onboarding sessions ensuring that customers have setup their workstation successfully and have access to all associated applications required for their role.

Backup Awareness & Infrastructure Support
  • Monitor Veeam backup job status and escalate failures or anomalies to the infrastructure team promptly.
  • Support basic infrastructure health monitoring (Zabbix or equivalent) and report anomalies as needed.
  • Assist with patch management cycles and vulnerability remediation tracking in NinjaOne and Intune.

Asset Management
  • Maintain and deploy laptops and peripherals to onsite and remote customer base.
  • Diagnose/repair hardware issues, configure laptops, and work with new hires to remotely perform initial setups.
  • Maintain accurate asset records for assigned endpoints in ITSM platform.
  • Assist in site asset audits and eWaste scheduling.

Projects & Continuous Improvement
  • Participate in IT projects, rollouts, and implementation activities as assigned by the Help Desk Manager.
  • Lead root cause analysis on recurring Tier 1 and Tier 2 incidents and drive resolution to completion.
  • Develop, maintain, and improve Freshservice knowledge base articles, runbooks, and process documentation.
  • Recommend tooling or process improvements to increase service desk efficiency and reduce escalation volume.

Mentoring & Team Contribution
  • Provide informal technical guidance and mentoring to Tier 1 (Associate IT Support Analyst) staff.
  • Review complex escalations with Tier 1 to reinforce troubleshooting skills and reduce repeat escalations.
  • Contribute to team meetings, service reviews, and knowledge-sharing sessions.

Requirements
Qualifications
  • Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience with demonstrated progression).
  • 3-5 years of IT support experience with clear advancement from basic to complex technical work.
  • Proficient in Windows OS, Microsoft 365, and Active Directory/Entra ID administration.
  • Hands-on experience with NinjaOne (RMM) and Freshservice or an equivalent ITSM platform.
  • Demonstrated experience with Microsoft Intune for endpoint management and policy administration.
  • Working knowledge of FortiClient/FortiSASE VPN configuration and end-user troubleshooting.
  • Experience supporting Virtual Desktop Infrastructure (VDI) environments.
  • Familiarity with Veeam or equivalent backup platform at an operational monitoring level.
  • Working understanding of ITIL-aligned processes: Incident, Problem, and Change Management.
  • CompTIA Network+, Microsoft 365 Certified (MD-102 or equivalent), or similar certification preferred.
  • ITIL Foundation certification a plus.

Key Competencies
  • Advanced troubleshooting and root cause analysis skills across hardware, OS, identity, and network layers.
  • Clear, consistent technical documentation habits - detail-oriented without prompting.
  • Self-directed with strong ownership and follow-through on open and complex issues.
  • Able to communicate technical problems and resolutions clearly to non-technical stakeholders.
  • Collaborative team contributor who can guide junior staff without formal authority
  • Adaptable and effective when managing multiple concurrent complex escalations

Salary range for this role is $82,000-$90,000.
Salary Description
$82,000-$90,000.

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