IT systems Administrator

Job Description

Job Description

Description:

 

Overview: As a growing 501(c)(3), non-profit organization, CRCI is always looking for new talented individuals who can be an addition to its efforts. It is CRCI's Management's desire that each person involved with the organization (paid or not paid) has a burden for the lost, the sick, and the suffering. It is also important that all staff recognize that they are a representative of CRCI, and the actions will affect the community's outlook upon it. Staff are a representation of the CRCI program, and it will be expected of them to conduct themselves in a manner that would always promote and elevate the image of CRCI to the community. Any behavior that promotes a negative image of the organization is unacceptable.

JOB SUMMARY: The IT Systems Administrator serves as CRCI's primary hands-on technical resource, working under the direction of the Systems Manager. This position is responsible for receiving, prioritizing, and independently resolving technical support requests across all CRCI campuses, offices, programs, thrift stores, and social enterprises; administering user accounts, devices, and permissions throughout the employee lifecycle; supporting network, telephone, camera, and electronic access-control systems; maintaining and improving the organization's business applications, including Airtable, point-of-sale, and workforce systems; coordinating with vendors and service providers; safeguarding the confidentiality and security of employee, resident, donor, and financial information; and translating operational needs into practical technical solutions. This position handles both reactive support and planned systems-improvement work.

Location: This position is based at CRCI West / New London in Stanly County, North Carolina, and works on site.

This is a dual-scope role. All hands-on technical work is performed locally at CRCI West. This position is CRCI's only IT presence in Stanly County and is fully responsible for the physical technology environment there, including equipment, network hardware, telephones, cameras, and access-control systems. At the same time, this position answers technology support requests for the entire organization, resolving remotely what can be resolved remotely and coordinating with CRCI's coast-based IT staff, who perform hands-on work at all other locations.

Routine travel to CRCI's coastal locations is not expected.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Serves as a primary point of resolution for technology support requests submitted through the CRCI IT request process from every CRCI campus, office, program, and store. Reviews incoming requests and prioritizes them based on urgency, operational impact, difficulty, and available resources. Independently troubleshoots and resolves both routine and advanced problems involving user accounts, devices, applications, printers, connectivity, access, and peripherals. Determines whether an issue can be resolved internally, requires escalation to the Systems Manager, or requires vendor involvement, and verifies configuration and settings before opening any vendor ticket. Resolves remotely whatever can be resolved remotely, and hands off work requiring physical presence at a coastal location to the IT staff assigned there, providing them the diagnosis and detail needed to complete it. Performs consistent follow-up so that requests are confirmed resolved rather than left open, and communicates status to requestors throughout.

• Administers user accounts and access across the full employee lifecycle. Supports the technical portion of onboarding by preparing and issuing devices, installing required software, configuring accounts, and confirming that new employees can access every system their position requires. Supports offboarding by removing access to applications, email, files, devices, cameras, and doors; recovering, wiping, and reassigning organizational hardware; and verifying that no organizational data is retained on reassigned equipment. Troubleshoots Microsoft 365 and Google Workspace account access, sign-in failures, licensing, and application issues, and coordinates with HR and department heads when access requirements or separation status must be confirmed.

• Deploys, configures, and maintains organizational endpoints and mobile devices. Sets up individual, shared, and kiosk-configuration computers for CRCI West; installs software; applies updates; connects devices to organizational networks; and tests peripherals before issuance. Troubleshoots endpoint performance, monitors, docking stations, hubs, adapters, and printers. Prepares and assigns organizational mobile phones, maintains the phone and cellular line inventory, identifies unused lines for remediation, and wipes and reassigns returned devices. Maintains accurate asset inventory by employee, position, department, and location, and reduces unnecessary purchasing by reusing and reassigning available equipment wherever possible.

• Owns the network, telephone, camera, and electronic access-control systems at CRCI West, and supports the administrative side of those systems organization-wide. Troubleshoots wireless connectivity, access-point coverage, and internet service on site, and determines whether a fault originates with a device, the local network, networking equipment, or the internet service provider. For other locations, administers permissions and configuration remotely and directs on-site IT staff through the physical portion of the work. Supports telephone extensions, front-desk and admissions calling functions, and phone-system configuration. Administers camera access and keycard, door-code, and physical access-control systems, aligning access with each employee's actual responsibilities and removing it promptly when responsibilities change. Conducts periodic access audits and maintains accurate records of cardholders, permissions, and system configurations.

• Maintains and improves the business applications CRCI depends on daily. Troubleshoots and repairs Airtable bases, tables, views, fields, forms, interfaces, and automations; audits employee and organizational records for completeness and accuracy; and tests changes before release. Supports thrift-store point-of-sale technology, reviewing configuration and user procedure before concluding an issue is vendor-side. Supports resident-data and workforce systems, assists with recurring data audits, and helps determine whether reporting errors originate in source data, automation, permissions, formula logic, or user input. Distinguishes small repairs from larger process changes and escalates the latter for planning and review rather than making unplanned changes to active business processes.

• Coordinates with external vendors and service providers. Communicates technical detail clearly, schedules and supports vendor troubleshooting, tests systems after vendor work, and follows up when an issue remains unresolved. Distinguishes vendor-owned problems from internal configuration problems, and keeps the Systems Manager informed whenever a vendor issue affects multiple departments or campuses.

• Protects the security and confidentiality of organizational information. Supports endpoint patching and vulnerability remediation, verifies that devices are enrolled and reporting in organizational management systems, and identifies unmanaged or out-of-compliance equipment. Identifies stale or unnecessary accounts and verifies that permissions match employee roles. Uses the minimum access required to perform assigned duties, avoids exposing sensitive information during troubleshooting or documentation, and escalates suspected security incidents and unusual account activity immediately. Handles employee, resident, donor, and financial information with the heightened confidentiality required in a substance use disorder treatment setting.

• Creates and maintains documentation, and develops the capability of others. Writes standard operating procedures, troubleshooting steps, and device and account processes so that recurring solutions do not have to be rediscovered. Turns technical instructions into user-facing guidance that nontechnical staff can follow independently. Provides day-to-day direction, task assignment, and coaching to the IT intern based at CRCI West, communicating performance concerns to the Systems Manager. Coordinates with IT personnel at other locations, and shares knowledge rather than allowing processes to remain dependent on one person. Participates in regular IT check-ins, reports progress, carries incomplete work forward, and identifies blockers requiring another department's response.

• Represents CRCI professionally at all times. This position holds full physical access at CRCI West and administrative access to systems across the organization, and interacts daily with staff, residents, volunteers, and vendors. For many employees at other locations, this position is the face of CRCI's IT department, and that impression is formed entirely through how requests are answered. The IT Systems Administrator is expected to maintain a clean, neat, and appropriate professional appearance; to communicate courteously and patiently with employees of every technical skill level; to use plain language rather than technical jargon; and to remain composed when systems are down and operational pressure is high. Support is not considered complete when a technical instruction has been given. It is complete when the employee confirms the issue is resolved and understands what changed. Because this role has access to staff accounts, files, communications, camera systems, and organizational records in the ordinary course of its work, strict discretion regarding confidential organizational, employee, and resident information encountered in the course of the work is a condition of employment. This expectation does not restrict any employee's right to discuss wages, hours, or working conditions, to report suspected unlawful conduct to a government agency, or to exercise any other legally protected right. Conduct that reflects poorly on the organization, whether on a campus, in a store, or in a vendor interaction, is unacceptable.

• Pursues continuous technical and professional growth. Learns new applications and platforms as organizational needs change, develops stronger documentation and standardization practice, and builds the delegation and coordination skills required as the IT team grows. Demonstrates initiative and sound judgment, works within established authorization and security boundaries, and seeks to reduce recurring problems through documentation, automation, and process improvement. Understands and supports the mission of CRCI and represents it professionally and enthusiastically to staff, residents, volunteers, and vendors.

Requirements:

 

• Two or more years of hands-on technical support experience; or one year of experience combined with an associate's degree in information technology or a related field, or a current certification such as CompTIA A+ or Google IT Support Professional.
• Practical working experience supporting Microsoft 365 or Google Workspace, including everyday account, access, and application issues. Full administrative console responsibility is not required at hire, but the willingness and aptitude to grow into it during the first year is.
• Experience setting up, configuring, and troubleshooting computers, mobile devices, and peripherals, and the discipline to keep accurate records of what was issued to whom.
• Working understanding of everyday networking, including wireless connectivity and the ability to determine whether a problem is with a device, the local network, or the internet service provider.
• Comfort working in database or workflow tools, and the ability to learn a platform such as Airtable well enough to make careful, tested changes.
• Ability to explain technical issues in plain language to nontechnical staff, confirm that a problem is actually resolved, and write down what was done so the next person does not start over.
• Ability to diagnose and resolve problems remotely for employees at locations the incumbent cannot physically visit, including asking the right questions of a nontechnical caller and guiding on-site staff through a fix over the phone.
• Professional appearance, courteous conduct, discretion, and sound judgment in a mission-driven environment serving a vulnerable population.
• Valid driver's license and a driving record acceptable under CRCI's insurance requirements. Occasional local travel within the Stanly County area may be required. Any travel time is compensated in accordance with CRCI policy and applicable wage and hour law.
• Ability to lift and carry up to 50 pounds, work on ladders, and access equipment closets and confined spaces, with or without reasonable accommodation.
• Successful completion of a background check and drug screen following a conditional offer of employment, conducted in accordance with applicable federal and state law. A criminal record does not automatically disqualify an applicant; CRCI evaluates any record individually in relation to the duties of this position.

PREFERRED:

• Administrative console experience in Microsoft 365 or Google Workspace, including user provisioning, licensing, group management, and security settings.
• Experience administering user accounts through onboarding and offboarding, including verified removal of access when an employee departs.
• Relevant certification such as CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop or Endpoint Administrator, or Google Workspace Administrator.
• Experience administering electronic access control, keycard systems, or video surveillance platforms.
• Experience with endpoint management or remote monitoring platforms, mobile device management, and patch or vulnerability remediation.
• Experience supporting point-of-sale systems, business telephone systems, or facility technology.
• Experience supporting a workforce or payroll platform such as Paylocity.
• Experience building or repairing workflows in Airtable or a comparable low-code database platform.
• Experience mentoring, directing, or training junior technical staff or interns.
• Prior work in a nonprofit, healthcare, education, or residential care environment.