Telecommut
Role is 100% remote with occasional travel to company sites around the USA
Preferred locations: Pacific or Mountain Time Zones, Arizona and Utah residents a plus
Pay: $50,000-60,000 annually
About the Role
The IT Systems & Support Specialist is a versatile, hands-on position responsible for ensuring Guild’s employees, brands, and core systems operate smoothly. You will provide front-line and Tier 2 support across multiple brands, administer key applications (ServiceTitan, Microsoft 365/Entra ID, Intune/Autopilot, IBM MaaS360), and maintain reliable, secure networks (Wi-Fi, firewalls, VPN). This role partners with our co-managed helpdesk and internal teams to resolve issues, document solutions, and drive process improvements as we onboard new acquisitions and standardize technology across the group.
Key Responsibilities
End‑User & Brand Support
- Deliver responsive support via tickets, chat, and onsite visits; triage, troubleshoot, and resolve Windows/macOS, Office apps, printers, and peripheral issues.
- Onboard and offboard employees: accounts, licenses, devices, and access; ensure policy compliance and accurate documentation.
- Partner with the co‑managed helpdesk to meet SLAs and escalate effectively; contribute knowledge base articles and runbooks.
- ServiceTitan: basic troubleshooting, user provisioning, permissions, MFA/SSO, integrations coordination, scheduled reports
- Microsoft 365/Entra ID: identity/access (MFA, Conditional Access), Exchange/Teams/SharePoint/OneDrive support, license management.
- Intune/Autopilot & Defender: device enrollment, compliance policies, configuration profiles, patching/AV health, and reporting.
- IBM MaaS360: mobile device enrollment, profiles, app protection, compliance monitoring, and issue remediation.
- Assist with other corporate systems (e.g., ADP, Sage Intacct, Beekeeper) in partnership with functional owners.
- Maintain reliable site networks: Wi‑Fi, switching, firewalls, VPN; assist with ISP coordination and circuit cutovers.
- Implement and validate VLANs, SSIDs, guest networks, and basic QoS to ensure strong performance for voice and field apps.
- Support conference room AV and connectivity; troubleshoot VoIP/telephony escalations in coordination with vendors.
- Enforce security baselines across endpoints and apps (MFA, device encryption, conditional access, email security).
- Monitor endpoint posture (Defender/Intune/MaaS360) and remediate non‑compliance; contribute to incident response procedures.
- Support deployment and health of EDR/monitoring agents (e.g., Huntress) and participate in alert triage.
- Perform backups/restore testing for critical systems as assigned; document recovery steps.
- Assist with brand migrations/onboarding (Microsoft 365 tenant consolidation, ServiceTitan standardization, telecom cutovers).
- Create and maintain SOPs, build/runbooks, and KB articles; drive repeatability and standardization across brands.
- Track support metrics (first response time, resolution time, ticket volume) and recommend improvements.
- Experience in an IT support/administrator role.
- Strong troubleshooting across Windows/macOS, browsers, networking (TCP/IP, DHCP/DNS), and common peripherals.
- Hands‑on experience with Microsoft 365/Entra ID and Intune/Autopilot; comfort with PowerShell is a plus.
- Experience with mobile device management (IBM MaaS360 or similar) and endpoint security/AV.
- Familiarity with modern Wi‑Fi and firewall platforms (Unifi/Fortinet/Meraki or similar).
- Customer‑first communicator able to translate technical issues for non‑technical users; excellent documentation habits.
- Nice‑to‑have: ServiceTitan administration/support experience; exposure to Sage Intacct, ADP, and Beekeeper.
- Primary support for corporate and brand employees; occasional after‑hours maintenance or incident response.
- Travel to brand locations as needed for go‑lives or major incidents (estimate 10–25%).
Submit your resume highlighting any detail around your experience with ServiceTitan, Microsoft 365/Intune, and mobile device management.
What we have to offer you!
- Competitive pay with incentives and mileage/travel reimbursement
- Benefits – Health, Vision, Dental, PTO, Holidays, 401k and matching
- Employee Discount
- Employee Referral
- You will be part of a world class family of residential services brands, that invests heavily in training and developing our people to position for continued success
- Our focus on growth will create many opportunities to take on more responsibilities and develop into senior roles
All candidates are required to undergo pre-employment Background and Drug Screenings, as well as a Motor Vehicle Record Check.
- This posting provides details on potential commissioned compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as a salary offer.
