Summary:
Commitment: Part-Time
Location: Remote; must be located in the DC–Maryland–Virginia area and available during agreed US business hours
Engagement: Hourly independent contractor; direct applicants only—no agencies
Experience Level: Mid-Senior
Position Summary:
CMHWorks is seeking a part-time IT Services Administrator to manage its service desk and day-to-day IT operations. This position supports internal staff and clients across Microsoft 365, user access, endpoints, security tools, business systems, and managed WordPress websites.
The administrator will own requests from intake through resolution, maintain clear documentation, and escalate only issues requiring product engineering support.
Details:
Job Responsibilities:
- Manage the Jira Service Management queue and meet established response and resolution targets.
- Resolve account, software, email, endpoint, website, and access issues for employees and clients.
- Administer Jira, Confluence, Tempo, Microsoft 365, Entra ID, GitHub, AWS IAM, and related business systems.
- Complete employee onboarding, access changes, and offboarding, including account, license, MFA, hardware, and application access.
- Provision, support, ship, recover, and troubleshoot Windows and macOS devices.
- Support Outlook, Teams, mobile email, VoIP, and other workplace applications.
- Maintain RMM, endpoint security, email security, monitoring, and vulnerability-management tools.
- Respond to phishing, compromised accounts, security alerts, and vendor advisories.
- Maintain managed WordPress websites, including backups, staging tests, core and plugin updates, vulnerability remediation, and rollback.
- Troubleshoot DNS and email-delivery issues involving SPF, DKIM, DMARC, reputation, and blocklists.
- Prepare and document change requests for work affecting production client environments.
- Configure, monitor, maintain, and improve hosted and third-party services.
- Automate recurring administrative and deployment tasks where practical.
- Maintain accurate access records, ticket notes, runbooks, and onboarding procedures.
Required Qualifications:
- At least three years of experience in IT operations, systems administration, or service-desk management.
- Hands-on Microsoft 365 and Entra ID administration experience.
- Experience administering user access in AWS IAM and GitHub.
- Windows and macOS provisioning and troubleshooting experience.
- Experience maintaining WordPress websites in a managed-hosting environment.
- Familiarity with system monitoring, endpoint management, and security tools.
- Ability to manage a ticket queue independently and communicate clearly with non-technical employees and clients.
- Strong troubleshooting, security, documentation, and time-management skills.
- Dependable availability during agreed US business hours.
- Bachelor’s degree in computer science or a related field, or equivalent practical experience.
Preferred Qualifications:
- Jira Service Management, Confluence, and Tempo administration.
- PowerShell or other scripting and task-automation experience.
- DNS and email-deliverability troubleshooting.
- RMM or EDR deployment and administration.
- Configuration-management experience.
- VoIP or cloud phone-system administration.
- Security-awareness or phishing-simulation program administration.
- Relevant Microsoft certification.
No agencies will be considered.