IT Administrator

The IT Operations Administrator provides hands-on, reliable technical support to employees across both domestic and international locations. This role primarily focuses on hardware support, endpoint troubleshooting, and managing day-to-day break-fix IT operations. Acting as a frontline resource, the administrator diagnoses and resolves issues related to laptops, desktops, peripherals, and other end-user technology. Responsibilities include troubleshooting Mac and Windows devices, repairing or replacing faulty equipment, configuring and deploying hardware, and overseeing the full lifecycle of IT assets. The position is based in Pakistan, offering on-site support for the local office and remote assistance to international employees outside the coverage of the US-based IT team.

Key Responsibilities

- Serve as the primary point of contact for daily IT support requests, focusing on hardware issues, endpoint troubleshooting, and break-fix resolutions.
- Diagnose and resolve hardware problems involving laptops, desktops, monitors, docking stations, keyboards, mice, headsets, webcams, and other peripherals.
- Troubleshoot Mac and Windows operating system issues, including startup failures, performance problems, connectivity issues, driver conflicts, and hardware compatibility.
- Perform basic hardware repairs, component replacements, system resets, OS reinstallation, and device recovery as needed.
- Coordinate warranty repairs, manufacturer support cases, and hardware replacements for devices that cannot be repaired internally.
- Provide remote troubleshooting assistance to distributed employees and hands-on support for the Pakistan office.
- Troubleshoot common office technology issues such as Wi-Fi connectivity, printers, conference room equipment, and audiovisual systems.
- Prepare, configure, and deploy laptops and IT equipment for new hires, replacements, and hardware refreshes.
- Support employee onboarding and offboarding, including device preparation, distribution, collection, and secure wiping.
- Manage the full hardware lifecycle: procurement, inventory tracking, provisioning, shipping, returns, repairs, and disposal.
- Maintain accurate IT asset inventory records, including device assignments, serial numbers, warranty information, and equipment status.
- Coordinate domestic and international hardware shipments with vendors and logistics providers.
- Support zero-touch deployment and device enrollment using Mobile Device Management (MDM) solutions.
- Identify aging or unreliable hardware and recommend repairs, replacements, or refreshes proactively.
- Monitor, prioritize, troubleshoot, and resolve IT support tickets via Jira Service Management or similar platforms.
- Provide professional support for hardware, operating systems, business applications, and employee technology issues.
- Troubleshoot software installation, application performance, VPN, authentication, and network connectivity problems.
- Assist employees with account access and application login issues involving Okta, Google Workspace, and other business tools.
- Escalate complex infrastructure, security, or application issues to engineering or IT teams.
- Document troubleshooting steps, resolutions, and recurring issues to improve support efficiency.
- Maintain and troubleshoot IT equipment and workstations in the Pakistan office.
- Support meeting room technology, video conferencing systems, network connectivity, and shared peripherals.
- Set up, move, and reconfigure workstations and office equipment as required.
- Maintain spare laptops and accessories to minimize employee downtime.
- Coordinate with local vendors for hardware purchases, repairs, warranty services, and deliveries.

Required Qualifications

- Minimum of 2 years’ experience in IT support, desktop support, help desk, or hardware-focused IT operations.
- Associate’s degree in Information Technology, Computer Science, or related field preferred; equivalent hands-on experience accepted.
- Proven experience diagnosing and resolving laptop, desktop, and peripheral hardware issues.
- Hands-on experience supporting macOS and Windows operating systems.
- Experience with laptop provisioning, hardware imaging or deployment, device resets, and OS installation.
- Familiarity with remote support tools, MDM platforms, and zero-touch device deployment.
- Experience managing IT inventory, equipment procurement, warranties, and device replacement processes.
- Knowledge of IT ticketing systems such as Jira Service Management.
- Basic understanding of networking concepts including Wi-Fi, DNS, DHCP, and VPN troubleshooting.
- Experience supporting employees in distributed or remote-first organizations preferred.

Preferred Qualifications and Additional Information

- Strong troubleshooting skills with the ability to independently resolve hardware and software issues.
- Excellent customer service skills with a patient, professional, and solution-oriented approach.
- Ability to manage multiple support requests, prioritize urgent issues, and minimize downtime.
- Demonstrated ownership and accountability in following issues through to resolution.
- Effective communication skills to explain technical information clearly to users with varying technical knowledge.
- Dependable, detail-oriented, and consistent in meeting commitments.
- Willingness to learn new technologies, troubleshooting methods, and device management tools.
- Ability to work independently while collaborating with IT and Engineering teams across time zones.
- Regular and reliable attendance is essential.
- Physical ability to handle, unpack, configure, move, and install IT equipment.
- Ability to provide remote support and maintain communication with the broader IT team.
- Willingness to travel up to 10% as required.

The organization is an equal opportunity employer committed to diversity and inclusion, welcoming candidates from all backgrounds without regard to race, color, religion, age, sex, national origin, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.