IT Systems Administrator
Function
IT Operations (Global)
Location
Sandy, UT Onsite
Reports To
CTO
Direct Reports
UK and India Staff
Employment Type
Full-Time
Sole Purpose
InXpress is looking for a hands-on IT Systems Administrator to keep the technology platform that corporate and the global franchise network runs secure, reliable, and well-managed day-to-day. This role is the operational backbone of IT: administering Microsoft 365 and identity, managing endpoints and security, running service desk operations, building automation, and providing frontline support for shipping/eCommerce integrations and AWS-hosted services.
This is an execution-focused role for someone who enjoys solving problems directly: configuring systems, fixing issues, automating repetitive work, and making sure the day-to-day IT experience is smooth for a mixed corporate and Franchise population with very different governance and risk profiles.
Applicants must reside in Utah.
Key Responsibilities
Microsoft 365 & Identity Administration
- Administer the Microsoft 365 tenant day-to-day: user/group provisioning and deprovisioning, licensing assignment and reclamation, mailbox and SharePoint management, and Teams administration.
- Manage identity and access, including conditional access policies, MFA enforcement, single sign-on (SSO) configuration, and access reviews.
- Apply and maintain security controls in line with company standards.
- Support the rollout of new M365 features and AI tools (e.g., Microsoft Copilot and Claude) to end users, including basic configuration and adoption support.
- Maintain accurate documentation of tenant configuration, policies, and standard operating procedures.
Endpoint Management & Security
- Administer the managed device estate (Windows and macOS) via Intune/endpoint management tools, including imaging, patching, configuration profiles, and compliance policies.
- Monitor and maintain endpoint security posture: antivirus/EDR agents, disk encryption, patch compliance, and vulnerability remediation.
- Maintain hardware and software standards, including approved device catalogs and imaging/configuration baselines used across regions.
- Manage IT asset lifecycle: procurement coordination, deployment, inventory tracking, and secure retirement/disposal of hardware.
- Track software license usage and compliance, flagging over/under-licensing for cost optimization.
Service Management & Support
- Act as a senior escalation point within the IT service desk, resolving tickets that regional support specialists cannot close independently.
- Maintain and improve service desk processes, knowledge base articles, and runbooks to raise first-contact resolution rates.
- Monitor SLA performance and ticket queues across regions, flagging trends or systemic issues to the IT Operations Manager.
- Support onboarding/offboarding processes end-to-end (accounts, hardware, access, licensing) for both corporate and franchise users.
Automation & Internal Tooling
- Build scripts and automations (PowerShell, Graph API, Power Automate, or similar) to remove manual, repetitive IT work e.g., provisioning, reporting, license reconciliation, access reviews.
- Maintain and extend internal tools and dashboards that support IT operations and reporting.
- Identify opportunities to apply AI-driven automation (e.g., AI-assisted ticket triage, chatbots, scripted diagnostics) to improve efficiency and user experience.
eCommerce, Shipping Integrations & AWS Support
- Provide support for eCommerce integrations that franchisees and their customers rely on, escalating complex issues appropriately.
- Provide day-to-day administrative support for AWS-hosted services: basic monitoring, access management (IAM), routine maintenance tasks, and cost/usage tracking.
- Collaborate with engineering/cloud teams on deployments, troubleshooting, and any infrastructure changes affecting supported services.
Project & Stakeholder Support
- Support IT programs and projects from planning through hand-off, taking ownership of assigned workstreams (e.g., a regional rollout, a security control implementation, a tooling migration).
- Maintain clear, current documentation and status updates for the IT Operations Manager.
- Communicate clearly with both technical staff and non-technical stakeholders (Corporate employees and franchise owners) when supporting or explaining IT changes.
- Assist with vendor coordination and basic license/cost tracking as directed.
Skills & Experience
Required
- 5+ years of experience in IT systems administration or a similar hands-on IT operations role.
- Microsoft 365 administration: Strong working knowledge of Exchange Online, SharePoint, Teams, and Entra ID/Azure AD identity and access management.
- Endpoint management: Experience with tools such as Intune (or equivalent) across Windows and macOS.
- IT asset management: Practical experience with hardware/software lifecycle tracking, license compliance, and procurement coordination.
- AWS administration: Working knowledge of fundamentals (IAM, EC2, S3, basic monitoring/cost tracking).
- Scripting/automation experience (PowerShell, Graph API, Power Automate, Bash, or similar).
- Experience operating within a service desk/ITSM environment (ticketing systems, SLAs, escalation processes).
- Strong troubleshooting skills and a methodical approach to root-cause analysis.
- Clear, professional communication skills, comfortable supporting both technical and non-technical users across regions and time zones.
Preferred
- Experience supporting eCommerce, shipping/logistics, or API-integrated platforms.
- Familiarity with AI-driven IT tools (Copilot, AI-assisted ticketing/chat tools, workflow automation).
- Experience mentoring junior support staff or writing training/knowledge base content.
Working Context
This role sits within a small, central global IT team supporting a franchise business where corporate and franchise populations share infrastructure but differ sharply in governance and risk tolerance. Work spans hands-on daily support and participation in longer-running improvement projects, often in parallel with a live support queue. The role requires flexibility to collaborate across regions and time zones, and comfort operating with a mix of well-defined processes and ambiguous "figure it out" problems typical of a lean IT function.
