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IT Systems Administrator (End User Infrastructure & Telephony)

Description:

At Mia Aesthetics, we are not just leading the way in plastic surgery—we're redefining it.

Our goal is simple: to ensure everyone has access to the highest quality plastic surgery without the premium price tag. With an elite team of plastic surgeons across the U.S. and a family of over 80,000 satisfied patients, we're on a mission to make beauty accessible to all.

Mia Aesthetics provides on-the-job training, professional development opportunities, opportunities for advancement, benefit offerings, and more.

Be a part of a team transforming lives and supporting dreams every day!

We are seeking a hands-on IT Systems Administrator to provide Tier 2 technical support and own the maintenance, administration, and continuous improvement of our end-user technology environment across multiple locations.

This role will serve as the escalation point for technical issues that cannot be resolved by Tier 1 support and will focus heavily on hardware lifecycle management, device provisioning, network-connected office equipment, and telephony/contact center system support.

The ideal candidate is highly organized, technically capable, and comfortable troubleshooting across multiple systems including workstations, mobile devices, printers, networking equipment, and business phone platforms. This person should be proactive in identifying recurring issues and driving long-term solutions—not just resolving tickets.

Requirements:

Tier 2 Technical Support: Serve as escalation point for Tier 1 Help Desk for complex technical issues. Troubleshoot and resolve issues related to:

Windows and Mac desktops/laptops
Mobile devices and tablets
Printers, scanners, and peripheral devices
Network connectivity and Wi-Fi issues
Software installations and configuration
User account access and permissions
Document resolutions and contribute to internal knowledge base articles.
Monitor support queues and ensure SLA adherence.

Hardware & Asset Management: Own the full lifecycle of company hardware including:

Procurement recommendations
Imaging and deployment
Inventory tracking
Repairs and warranty claims
Device replacement planning
Secure decommissioning/disposal
Maintain accurate asset inventory across all locations.
Standardize workstation and device configurations.

Telephony & Contact Center Support: Coordinate with vendors for escalated telecom incidents.

Administer and troubleshoot business phone systems including:

RingCentral / RingEX
NICE / CXone

Support:

User provisioning/deprovisioning
Call routing issues
Queue configuration support
Softphone/headset troubleshooting
Call quality investigations

Office & Clinic Technology Support: Perform site visits and hands-on troubleshooting when needed. Assist with new office/clinic technology setup. Support network-connected devices in clinics and offices including:

Printers
Workstations on Wheels (COWs)
Wi-Fi access points
TVs / displays / conference room equipment

Microsoft & Endpoint Administration: Administer, support, assist:

Microsoft 365
Entra ID / Azure AD
Intune / endpoint policies
User onboarding/offboarding
Device enrollment
Security policy enforcement
MFA/YubiKey setup and troubleshooting

Vendor & Infrastructure Coordination

Work with ISPs, telecom providers, hardware vendors, and third-party support teams.
Track recurring outages and escalate appropriately.
Assist in documenting infrastructure issues and remediation plans.

Process Improvement & Preventative Maintenance: Create and maintain support documentation and SOPs. Identify recurring support trends and recommend long-term fixes. Perform monthly audits on:

Hardware inventory
Telecom health
Device compliance
Network and printer reliability

Required Qualifications

3–5+ years of experience in IT support, system administration, or infrastructure support.
Experience providing Tier 2 or Tier 3 end-user support.
Experience supporting both Windows and Mac environments.
Experience with: Microsoft 365 Administration, Entra ID / Active Directory, Intune or similar MDM tools, RingCentral, NICE CXone, or similar telephony platforms
Experience troubleshooting printers, Wi-Fi, and office hardware.
Familiarity with networking concepts: DHCP, DNS, VLANs, VPN, Firewall basics
Strong documentation and ticket management discipline.

Preferred Qualifications

Experience in a multi-site healthcare or contact center environment.
Experience with BYOD environments and endpoint security controls.
Experience with hardware procurement and asset lifecycle management.
Familiarity with: SharePoint / Teams administration, Security tools such as SentinelOne, YubiKey or MFA implementations

Key Traits for Success