[Remote] IT Service Management Administrator

Note: The job is a remote job and is open to candidates in USA. Dynamic Quest is seeking an IT Service Management Administrator to own and advance its HaloPSA and Autotask platforms. The role focuses on configuring, documenting, reporting on, integrating, and continuously improving these platforms, initially emphasizing HaloPSA for GovSec and later spanning both PSA environments.

Responsibilities

• Own day-to-day administration and configuration of HaloPSA and Autotask
• Build and maintain standardized HaloPSA client templates, including contracts, service catalog items, ticket types, SLAs, custom fields, and onboarding structures
• Develop client-facing reports, operational dashboards, and CMMC audit/evidence reporting
• Write and maintain SQL queries supporting HaloPSA reporting
• Establish configuration standards, change controls, naming conventions, permissions, and release-management practices
• Administer Autotask contracts, ticket categories, queues, workflows, checklists, forms, and integrations
• Improve existing Autotask configuration by eliminating outdated structures and aligning the platform with current DQ services
• Partner with Service Desk, Professional Services, PMO, Finance, GovSec, and other teams to translate business requirements into scalable PSA configurations
• Support PSA data integration with Microsoft Fabric/Azure for reporting, analytics, and automation
• Help design integrations between HaloPSA, Autotask, Jira, RMM, documentation, billing, and other systems
• Support API- and AI-driven automation initiatives within the DQ platform
• Contribute to the evaluation and potential future consolidation of DQ's PSA platforms

Skills

• Candidates MUST currently reside and work in the United States
• Demonstrated HaloPSA administration experience in a production MSP or service organization – required
• Working knowledge of Autotask PSA, including contracts, ticketing, workflow rules, and reporting
• SQL proficiency sufficient to write and troubleshoot reporting queries, including joins, filtering, and aggregations
• Strong understanding of MSP operations, including SLAs, recurring services, contracts, project time, and billable/non-billable work
• Understanding of APIs, integrations, data structures, and downstream system dependencies
• Strong documentation and production change-management discipline
• Experience with Kaseya/Datto RMM, IT Glue, Jira, Microsoft Fabric, Azure Data Factory, Power BI, CMMC/NIST 800-171, PSA migrations, REST APIs, REWST, PowerShell, or Python
• Experience with AI agents, LLM-based automation, or MCP integrations

Benefits

• Quarterly performance-based bonus opportunity
• Medical, dental, and vision insurance
• 401(k) with company match
• Paid time off and company holidays
• Professional development and vendor certification support
• Remote work environment
• Opportunities to work with modern technologies, automation, AI, and evolving MSP platforms
• A collaborative, forward-thinking environment where employees have the opportunity to make an impact, grow their skills, and help shape how we deliver exceptional service to our clients
• A supportive, team-oriented culture that values collaboration, innovation, accountability, and continuous improvement

Company Overview