Position Overview
We are seeking an individual who can demonstrate technical proficiency, strong communication skills, and has the desire to learn and be involved in maintaining the security of our clients through the patching process. Thrive’s Patching Team is responsible for supporting internal staff and our clients in utilizing our systems to manage and support regular patching in client environments. The Systems Administrator will be responsible for a variety of tasks, including but not limited to configuration, troubleshooting, remediation, and creating documentation of processes. This position may require working outside normal business hours as needed.
ESSENTIAL DUTIES and RESPONSIBILITIES may include but are not limited to the following:
- Follow Thrive's established best practices for task management.
- Manage the daily prioritization, coding, and routing of service incidents, requests, and change control.
- Design and implement patching schedules and configurations, aligning customer requirements with Thrive Service Offerings.
- Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.
- Troubleshoot patching issues, installation failures, and configuration-related errors.
- Perform patch maintenance including onboarding, approvals, catalog updates, and client configurations.
- Create and maintain documentation for processes, procedures, and system configurations.
- Regular communication with clients regarding their patching and configurations.
- Document time within case management system following Thrive’s best practices.
- Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
- Organize and own customer cadence meetings to regularly discuss patch configuration and patch health score results.
- Stay current on new technologies to provide updated support and training to staff and clients.
- Collaborate with team members and support tasks outside core responsibilities as needed.
- Other duties as assigned by management.
Requirements
Qualifications
- Bachelor’s degree, technical degree, or equivalent work experience and certifications
- 5+ years of workstation and server support experience
- Excellent problem solver; able to resolve problems using analytical skills, technical expertise, event logs, or research
- Self-motivated, with the ability to work independently or in a team environment
- Understanding of Microsoft Operating systems and installation methods
- Experience with Active Directory, Group Policy, Intune
- Excellent written and verbal communication skills
- Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users
- Willingness to train, learn, and educate others
- Detail oriented position requires high attention to detail
- Ability to manage multiple tasks of varying priority
Optional Qualifications
- 3+ years Linux administration experience
- 3+ years Mac OS administration experience
TECHNICAL SKILLS:
Broad knowledge of information technology processing systems, concepts, and methodologies. Demonstrated aptitude for learning new technologies. Preferred technical knowledge:
- Knowledge of Kaseya, NinjaOne, or other modern RMM tool
- Experience with Microsoft/Linux Server and Workstation Operating Systems
- Experience with scripting languages, PowerShell and SQL queries preferred
- Experience with ServiceNow or related case management software
- Knowledge of networking fundamentals and essential internet technologies
- Experience with technical AI prompt generation
Preferred Certifications
- Microsoft 365 Administrator (MS-102)
