Systems Administrator

The Systems Administrator (SA) is a highly technical member of the Service Team responsible for managing and executing recurring system-level tasks, environment maintenance, and technical escalations. Positioned within a structured service team, the SA serves as a critical layer between frontline support and strategic technical leadership.

The SA plays a hands-on role in improving environment stability, ensuring the execution of standards, and addressing time-sensitive technical escalations. These escalations are reactive in nature but are not break/fix items, which is the responsibility of the Help Desk (HD) team. They work in close collaboration with Client Technology Managers (CTM), HD, System Technicians (ST), and Onboarding Professionals to deliver high-quality, consistent support across Mainstay's client base.

What You Will Be Doing

Core Technical Responsibilities

The SA is responsible and accountable for execution of system-level technical tasks across security, maintenance, administrative set up, projects, and reactive support functions. Tasks include, but are not limited to:

• Perform system administration tasks such as printer and scanner setup, audits, software upgrades, drive space monitoring, proactive maintenance, file and folder permission management, and storage maintenance.
• Coordinate with vendors and oversee service transitions.
• Remediate security findings, including vulnerability and CVE resolution.
• Respond to system-level technical escalations that fall outside standard break/fix support.

These tasks are performed in close collaboration with CTMs and communicated to the client's team. The SA is also expected to own or contribute to documentation for all assigned technical functions.

Systems-Level Technical Execution

• Perform delegated technical tasks including but not limited to printer installs, LOB upgrades, firmware updates, baseline standards, patching, and hardware configurations.
• Assist CTMs with annual audits, licensing renewals and documentation, user setup configuration, and proactive environment reviews.
• Support new user setups by assisting with system specifications, procurement processing, and technical tasks defined in CTM-led onboarding surveys. The SA does not own workstation deployments.
• Maintain accuracy and consistency in documentation across assigned client environments.

Queue and Workflow Management

• Monitor and manage tickets assigned to the SA queue in ConnectWise Manage.
• Coordinate with CTMs and RS Leads to prioritize tickets based on urgency, complexity, and strategic importance.
• Ensure tickets are updated with clear summaries, documentation, and completion steps to support visibility and tracking.

Capacity and Time Planning

• Accurately track time using defined SA work roles and queues to support utilization analysis, ticket auditability, and operational planning.
• Manage assigned tickets in alignment with company standards, including proper documentation, time entries, configuration association, priority setting, and escalation protocols.

Cross-Team Collaboration and Communication

• Participate in team huddles, CTM and management feedback loops to improve workflows.
• Collaborate with peers and leadership to evaluate existing processes and identify areas for automation, scripting, or AI-assisted improvement that drive efficiency and consistency across the service teams.
• Participate in pilot reviews and retrospectives to evolve the role as needed.

Your Background

Required Experience and Skills

• Minimum 2 - 3 years of experience in technical support, system administration, or client-facing IT roles.
• Proven troubleshooting and problem-solving skills across workstation, network, and system platforms.
• Strong documentation habits and organizational ability to maintain consistency across environments.
• Experience with ticketing systems (ConnectWise preferred).

Preferred Certifications and Education

• CompTIA A+, Network+, or equivalent technical certifications.
• Familiarity with managed service provider (MSP) operations.
• Exposure to automation tools such as Rewst is a plus.

Skills for Success

• Clear and concise written communication.
• Highly accountable and ownership-driven mindset.
• Attention to detail, accuracy, and repeatability in execution.
• Ability to work independently while collaborating within a structured team model.
• Growth-oriented and receptive to feedback and refinement.
• Continuous improvement mindset - proactively identifies opportunities to streamline workflows, reduce manual effort, and enhance operational efficiency through process refinement, automation, and the practical use of AI tools.

Physical Requirements

• Travel to client sites is required, sometimes with short notice.
• Prolonged periods sitting at a desk and working on a computer.
• Ability to lift up to 50 pounds.

This description cannot encompass all tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay's vision, mission, and core values.

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About Mainstay

Mainstay Technologies- IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium-sized businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work.

It is our commitment to people that makes us who we are. We love what we do, and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends, never the means. In addition to being a Best Company to Work For, we have also been recognized for Coolest Companies for Young Professionals, "Best of Business" for Managed IT Services, and the Torch Award for Marketplace Ethics. We have made the Inc. 500 | 5000 List for fastest growing small businesses 5 times.

Benefits

This is a full-time, salaried position with a full benefits package, including:

• A flexible and fun work environment with events, lunch+ learns, ping pong, snacks, games, and books
• 3 weeks of PTO (4 weeks after 2 years) per year
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years
• Health, Dental, and Vision Insurance
• Disability Insurance
• Group and Supplemental Life Insurance
• Paid Family Leave
• 401(k) with 3% match
• Team Profit Sharing
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs)
• Paid Volunteer Time Off

Location

We believe in Work-from-Anywhere and in the value of in-person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings.

We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in-office work that best supports their wellbeing and effectiveness. While coming into the office weekly is encouraged, it is not required.

Applicants must live within driving distance of our clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration.

Application

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