Application Administrator (Internal Only)

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms, SMBs and technology companies. Thousands of Firms and SMBs count on us to run their business every day. 

We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect. 

Job Overview 

The Application Administrator (AA) is a highly motivated, personable, team-work oriented, experienced IT professional who facilitates the technical support requests placed by our clients, day to day. The Application Administrator is responsible for administering our client's applications and databases, monitoring automation, managing support requests, troubleshooting escalated tickets, assisting peers with any requests not assigned, contributing to Knowledge Base, participating in operation initiatives, providing impromptu training of consultants and facilitating client on-boardings. The position focuses on all tickets within its respective boards and requires an enthusiastic commitment to delivering world-class technology solutions and the highest levels of customer service. Ultimately, your efforts will be essential in providing a positive experience for our clients with their service and support requests. 

This is a remote role. 

Responsibilities 

• Ensure a positive client experience and high client satisfaction 

• Be Involved in the day-to-day functions of Rightworks application support which include: 

• Using and monitoring proprietary automation 

• Administrating 2000+ unique applications and their associated databases 

• Supporting, troubleshooting, installing, updating, maintaining, testing, vetting and implementing client’s accounting software and any non-accounting software 

• Microsoft Windows Server & Office support 

• Troubleshooting of file permissions, registries, GPO’s, batch files, CMD, Symlinks, server performance, etc. 

• Working as a team with other departments to: 

•  Fully and seamlessly implement client’s applications into the Cloud 

•  Complete any assigned tasks as part of a project or initiative 

•  Assist with expedited requests from Client Success Managers and management 

• Provide feedback to appropriate stakeholders for any process during a project that needs improvement 

• Function as an escalation point for tickets, troubleshooting issues thoroughly to a resolution, and/or escalating tickets as needed, all while following all documented procedures 

• Participate in temporary “SWAT” teams for spearheading resolution of trending issues 

• Be responsible for having an in-depth understanding of the Rightworks procedures, processes and policies, including but not limited to, the Application’s Team Standard Operating Procedure (SOP) Handbook 

• Maintain queues at all times 

• Assist in further development of Rightworks’ Application Administrator operation methodologies and procedures 

• Maintain an in-depth knowledge and understanding of Rightworks’ technologies, hosted applications and services 

• Manage multiple tickets at one time 

• Effectively communicate highly technical information to both technical and non-technical users and peers 

• Provide advanced technical support to Rightworks’ cloud servers and applications 

• Instill client confidence in Rightworks’ infrastructure, processes, and personnel 

• Provide planned or impromptu training to members of the team as well as other peers not on the team 

• Assume role as a liaison between product vendor support and hosted client 

• Work remotely and/or in-office as approved by management 

• Complete special projects and tasks assigned by management 

• Frequently contribute to developing documentation, knowledgebase and best-practice guides 

• Be flexible with their schedule to accommodate requests after-hours, including some weekends 

• Communicate frequently and accurately the status of assigned tasks to leadership and status of tickets to clients via appropriate channels 

Requirements  

• Bachelor’s degree in business, computer science or equivalent experience 

• 2+ years of experience supporting Window based applications, technologies and systems 

• MCP, CCA Certification, or equivalent experience preferred 

• Competency in various technologies such as Citrix, Microsoft, Windows applications, etc. 

• Experience with SQL technology and database administration preferred 

• Competency with windows scripting (Powershell, CMD) preferred 

• Excellent communication, time management, prioritization, decision making, presentation, and organizational skills 

• Ability to critically think and come to well-reasoned conclusions and solutions after taking into account all evidence 

• Ability to understand and prioritize accordingly a client’s level of urgency based on degree of impact or need 

• Must be teamwork oriented and communicate frequently with peers in such a way that provides assistance to one another to help with team objectives 

• Ability and desire to learn Rightworks’ processes and technologies 

• Excellent knowledge of MIS objectives and strategies 

• Knowledge of the accounting industry, as it relates to the services and products offered by Rightworks is desired 

• Feedback from Managers, CSMs, and other coworkers should be positive in nature and reflect a positive image of Rightworks 

• Travel 25% of the time to client sites, and training seminars 

Eligibility Requirements 

• This role is open to US Citizens or permanent residents authorized to work in the United States. Rightworks LLC is unable to offer visa sponsorship.  

• Due to specific state regulations, we are unable to accept applications from residents of California, Hawaii, or Alaska.  

• Relocation will not be offered for this position. 

Benefits 

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer flexible PTO, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing paid volunteer time off. We are proud to be an Equal Opportunity Employer!