Position Summary
The Systems and Platform Administrator I is a hybrid role within the Digital organization that blends advanced end user support with foundational systems and platform administration. This position delivers responsive Tier 2/3 technical support, supports endpoint deployment and lifecycle processes, and assists with the monitoring, maintenance, and reliability of enterprise systems and endpoint environments.
Key Responsibilities
- End User Support & Escalations: Provide Tier 2/3 support for Windows, macOS, mobile devices, and enterprise applications; troubleshoot hardware, operating system, application and basic network connectivity issues; document incidents and resolutions in the ticketing system; follow defined SLA; and, when appropriate, raise escalations.
- Endpoint Support & Deployment: Assist with endpoint management platforms such as Microsoft Intune, Configuration Manager, and Jamf; support device provisioning, imaging, software installation and deployment processes; maintain inventory and asset records; and adhere to endpoint security, compliance and configuration standards.
- Systems & Platform Administration Support: Monitor enterprise systems, servers and virtual environments; support user account provisioning, access management and basic group policy administration; participate in system patching, updates and maintenance activities; and support backup and recovery procedures under guidance.
- Collaboration & Documentation: Create and maintain knowledge base articles and technical documentation to support issue resolution, repeatable processes and operational consistency; communicate clearly with end users and stakeholders regarding incidents, service status and planned updates.
- Continuous Learning & Improvement: Build foundational skills in systems administration and platform tools; identify opportunities to improve support processes and efficiency; and participate in team knowledge sharing, training and operational improvement activities.
Knowledge, Skills, and Abilities
- Strong troubleshooting skills across Windows and macOS environments.
- Basic understanding of endpoint management tools including Intune, Jamf and Configuration Manager/SCCM.
- Foundational knowledge of networking concepts including TCP/IP, VPN, DNS and DHCP.
- Experience with virtualization environments (for example VMware, cloud infrastructure), active directory environments and enterprise backup/re store workflows.
- Strong customer service, communication and follow through skills.
- Ability to follow documented processes, work under guidance and appropriately raise escalations.
- Interest in developing systems administration, automation and platform engineering capabilities.
Qualifications
- Associate or bachelor's degree in a technical field or equivalent practical experience.
- 2-3 years of experience in IT support, desktop support, service desk escalation or a related technical support role.
- Demonstrated experience handling service desk tickets, customer support requests and technical documentation.
Preferred Certifications
- CompTIA A+, Network+ or Security+.
- Microsoft, Apple or Jamf support certifications.
- Endpoint management or cloud fundamentals certifications.
Additional Operational Expectations
- Support endpoint security and compliance initiatives, including vulnerability remediation, access reviews, patch compliance and adherence to least privilege standards.
- Assist with administration of enterprise collaboration and operational tools such as ServiceNow, Microsoft Teams, Zoom, VMware, Okta and PowerShell automation workflows as applicable.
- Track and maintain service quality metrics including SLA adherence, documentation accuracy, customer satisfaction, ticket quality and asset inventory accuracy.
Physical Demands and Work Environment
Duties are performed primarily in a standard office or technical support environment, requiring extensive use of computers and collaboration platforms. Approximately five percent of travel may be required by automobile or airplane.
Hybrid / Remote Work Policy
Employees located within 30 commutable miles of an office are required to work from the office a minimum of 30 business days per quarter. Employees primarily work from a designated home location but may come into an office or travel to off site locations as needed.
Equal Employment Opportunity
F5 is an equal opportunity employer and provides reasonable accommodations for candidates. F5 will assess the need for accommodations separately from those that may be required to perform the job. Candidates may request accommodations by contacting .