Systems Administrator

Systems AdministratorThe Systems Administrator is responsible for the day-to-day administration, support, maintenance, and optimization of the organization's IT systems and infrastructure, including troubleshooting hardware, software, networking, cloud services, endpoint devices, identity management platforms, and collaboration technologies. This role provides Tier 1 and Tier 2 support, manages user access and security controls, supports Microsoft 365 and endpoint management solutions, maintains technical documentation, and participates in infrastructure, security, and operational improvement initiatives. This position is expected to take ownership of assigned systems, proactively identify opportunities to improve reliability and efficiency, and communicate technical information effectively to both technical and non-technical users while delivering a high level of customer service.Adhere to PACT values. (Purpose: Using our strengths passionately to contribute to our mission. Accountability: Choosing to rise above one's circumstances and demonstrating ownership to achieve results. See It. Own It. Solve It. Do It. Courage: Standing up for what's right and acting. Transparency: Doing things openly and honestly).Essential Job Functions:Reliable, consistent, attendance is a requirement. This position requires punctuality and dependable attendance to meet the needs of the business, including attending and taking part in meetings and presentations.Endpoint & Device ManagementProvisions, configures, and deploys endpoint devices (laptops, desktops, mobile devices).Maintains device lifecycle including imaging, patching, and decommissioning.Manages device inventory and asset tracking.Supports and troubleshoots Fortinet VPN client.Supports laptops such as Lenovo, mobile devices, standalone and Enterprise Xerox printers, and peripherals.Identity & Access ManagementCreates, modifies, and deactivates user accounts in Active Directory / Azure AD.Manages group membership, permissions, and access rights.Manages user accounts such as Groups (security, M365 groups, distribution lists)Supports identity-related troubleshooting (account lockouts, MFA issues, etc.).Coordinates the set-up of data services, as well as phone, computer, and printer installation.Onboarding & OffboardingExecutes onboarding processes including account creation, device provisioning, and access setup.Manages offboarding processes to ensure timely account deactivation, secure access removal, and asset recovery.AV & Collaboration TechnologySupports conference room technologies (Teams/Zoom rooms, AV systems).Troubleshoots audio/video issues and maintains equipment readiness.Coordinates with vendors, if necessary.Systems Ownership & OperationsTakes ownership of assigned IT systems and processes, including: endpoint provisioning workflows, user lifecycle management processes, identifies opportunities to improve efficiency, automation, and user experience.Maintains documentation for systems and standard operating procedures.Desktop SupportProvides support to users and is the first point of contact for problem resolution.Diagnoses and resolves technical problems with desktop computers, laptops, and peripherals.Installs and configures end-user hardware and software components.Repairs and/or replaces damaged computer hardware.Sets up and maintains user accounts, passwords, and permissions.Manages technical documentation.Responds to user requests and inquiries via phone, email, or ticket system.Ensures security and compliance with company policies and standards.Coordinates resolution of technical issues with other IT staff and vendors as needed.Supervisory Responsibilities:This position has no supervisory responsibilities.Qualifications:Education/Experience:Bachelor's degree from an accredited college or university in Computer Science or related field3+ years of experience supporting users in an enterprise environmentExperience with:Active Directory (hybrid environments preferred)Microsoft 365 ecosystemTicketing systems (Zendesk or similar)Basic knowledge of A/V systems, including Extron devices and their operationExperience managing multiple tickets with competing prioritiesUnderstand role-based access control (RBAC) for assigning permissionsAuthentication methods (SSO, MFA)Familiarity with the fundamental principles of ITIL/SLAExperience with Windows desktop operating systemsExperience with Microsoft Cloud servicesPreferred experience:Exposure to Microsoft Intune or endpoint management toolsBasic PowerShell scripting capability (or interest in learning)Experience supporting AV/conference room systemsFamiliarity with hybrid identity (AD + Azure AD)Certificates, Licenses, and Registrations:Must have reliable transportation, a valid driver's license, and insurance.Microsoft Windows Desktop Environment certification preferredMicrosoft Office 365 Cloud Environment certification preferredSpecial Knowledge/Skills/Abilities:To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the job holder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)Ability to work with a diverse population, including the publicAble to communicate complex information clearlyExceptional interpersonal skills, with a focus on listening and questioning skillsAbility to effectively manage, organize, and prioritize work in a fast-paced environmentAbility to analyze problems, develop and recommend solutions, and resolve issues.Ability to remain professional and flexible while under pressure.Ability to work collaboratively with cross-functional teams.Excellent communication and customer service skillsAbility to work independently and as part of a teamAble to maintain a high level of flexibilityHighly organized and detail-orientedStrong problem-solving abilitiesCompliance:Carries out responsibilities in accordance with HFB policies.Reasoning Ability:Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability needed. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions. (For best performance, the jobholder in this position would be expected to show the right knowledge, skills, and abilities in the listed areas.)Competencies:Action-Oriented / Customer Focus / Drives for Results / Informing / Approachability / Learning on the Fly / Perseverance / Self-development / Listening / Peer Relationships / Integrity and Trust / Functional/Technical SkillsPhysical Requirements:The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. While performing the duties of the job, the employee is required daily to analyze and interpret data, communicate, and remain in a standing or stationary position for a significant amount of the workday; and often access, input, and retrieve information from the computer and other office productivity devices. The employee must regularly move about the facility, use hands, wrists, and fingers to grip, type, and write. The employee will climb ladders and perform tasks at elevated heights. The employee must frequently lift 50 pounds. The employee will need to have the average ability to hear horns, warnings, and alerts associated with a warehouse.Work Environment:The work environment characteristics described here are representative of those employee