Technology Operations System Administrator - Sharepoint

Our Story:
Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

As a member of the team, you can expect to:

• Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
• Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
• Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:
The Technology Operations System Administrator is a CPI Service Desk team member responsible for being a Subject Matter Expert (SME) in CPI technology systems. This role ensures the reliability, security, support, and stable operation of CPI’s systems, cloud, networking infrastructure, and end-user systems. This role will also act as a senior-level point of escalation within the Service Desk (SD) team and maintain escalated incident tickets. This role requires an automation-first mindset and deep knowledge of endpoint environments using Microsoft Intune.

What You Get To Do Everyday:

Advanced Systems Administration & Technical Expertise:

• Lead endpoint management modernization, driving continuous improvement of Microsoft Intune and owning the migration from SCCM, including Autopilot and White Glove deployments with ongoing Intune ownership and support.
• Act as the top-tier escalation authority for the Service Desk, delivering expert troubleshooting across cybersecurity, networking, operating systems, enterprise applications, and M365/SharePoint services.
• Own and optimize critical enterprise systems, ensuring compliance and reliability by proactively resolving systemic issues, applying automation and best practices, and maintaining clear, consistent technical documentation.

Incident, Problem, and Change Management:

• Own incident and problem management within an ITIL framework, troubleshooting and resolving cybersecurity, networking, systems and end-user issues while analyzing trends to eliminate root causes.
• Support change management efforts, ensuring smooth, low-impact deployment of system updates, patches, and upgrades.

User Support & Knowledge Management:

• Provide frontline and escalated technical support to internal and external users, ensuring timely resolution of complex issues, focusing on end-user experience and support.
• Drive knowledge sharing and user enablement by maintaining FAQs and knowledge base (KB) content and delivering advanced training during onboarding and as needed.

Collaboration, Mentorship, and Process Improvement:

• Mentor and elevate the Service Desk team, providing escalation support, coaching, and training while contributing to performance metrics and KPIs.
• Partner with technology leadership on process improvement and strategic initiatives, improving workflows, driving efficiency, and supporting cross-functional projects aligned to business goals.

Additional Responsibilities:

• Identify and implement opportunities for processing automation and efficiency improvements within the Service Desk function.
• Participate in continuous improvement initiatives to enhance the effectiveness of Technology Services.
• Perform other position-related duties as assigned or needed, including (at times) assisting in technology desk moves, audio/visual, and white-glove support.

You Need to Have:

• Two years or more of experience in a Systems Administration or related Information Technology field
• Two years or more of experience working as a Windows system, MAC, and End-User Systems (M365 and SharePoint), supporting an enterprise network with business-critical applications
• Experience working with Microsoft Intune for endpoint and mobile device management, including SCCM migration, Autopilot, and White Glove end-user support
• Experience working with a broad range of technologies, including Windows server and desktop OS, ServiceNow ITSM, cybersecurity products including email hygiene and anti-malware products, Active Directory, VMware or other virtualization technologies, Azure or other cloud technologies, LAN/WAN/Wireless networking technologies, remote access VPN and VDI, and Microsoft Office 365 & SharePoint, Role Based Access, Conditional Access, Audio/Visual support, Badge Access administration.
• Experience running technology-based projects
• Experience in troubleshooting hardware, networking, and software-related issues, and providing top-tier end-user systems support
• Knowledge of scripting languages (e.g., PowerShell)
• Knowledge and understanding of ITIL principles
• Attention to detail & strong troubleshooting skills
• Ability to analyze and resolve issues by leveraging various industry-standard monitoring and reporting tools
• Ability to effectively obtain, share, analyze, and convey information
• Ability to collaborate with peers, managers, and external customers
• Ability to actively learn and grow skillsets in key technology areas, including operating systems, end-user systems, security applications, and networking technologies
• Excellent interpersonal communication and organizational skills to work with clients and manage critical issues
• Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups

What We Offer:

• Competitive Salary
• Comprehensive benefits package
• 401k
• PTO
• Health & Wellness Days
• Paid Volunteer Time Off
• Continuing education and training
• Hybrid work schedule
• Paid Parental Leave

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.