Systems Administrator

Job Title: Systems Administrator (2600047U) Position Overview The Systems Administrator is primarily responsible for end‑user support, application administration, user access management, troubleshooting, and day‑to‑day IT service delivery across the agency. Responsibilities Serve as systems administrator for agency applications, platforms, and end‑user technology services, including configuration, administration, support, and maintenance. Administer user accounts, roles, permissions, and group‑based access across business systems and technology platforms, including provisioning, modification, and deprovisioning. Provide Tier 1 and Tier 2 technical support for agency staff and troubleshoot hardware, software, authentication, connectivity, printing, mobile device, and application‑related issues. Install, configure, deploy, and maintain end‑user devices and related technology, including laptops, desktops, monitors, printers, mobile devices, conference‑room systems, and cell phones. Respond to and coordinate resolution of incidents, outages, and break/fix issues, including escalation to vendors, service providers, and enterprise technology partners when required. Identify recurring technical issues, document root causes, and implement corrective actions or recommendations to improve stability and reduce repeat incidents. Maintain accurate inventories and records for hardware, software, licenses, system configurations, and assigned technology assets. Create and maintain technical documentation, standard operating procedures, support guides, and system‑administration records. Support the Director of IT and Cybersecurity with technical projects, system implementations, cloud‑related tasks, and other infrastructure or operational initiatives as assigned. Assist with cybersecurity operations by supporting secure administration practices, access control, technical issue triage, and response actions related to suspected security events or incidents. Track and report on service activity, including ticket volume, response times, resolution trends, and recurring support issues, to support continual improvement of agency IT services. Qualifications Demonstrated ability to communicate clearly and professionally with end users, leadership, vendors, and technical partners during time‑sensitive outages, service disruptions, and other high‑impact support situations. Knowledge of end‑user support, systems administration, and general IT operations. Ability to administer business applications, user accounts, permissions, and enterprise technology platforms. Ability to troubleshoot a broad range of hardware, software, access, connectivity, and application issues. Familiarity with Microsoft 365, endpoint support, mobile device support (MDM), and identity and access management. Strong organizational skills and the ability to manage multiple requests, competing priorities, and operational deadlines at once. Sound judgment, professionalism, and composure when handling agency systems, accounts, sensitive information, and user‑facing service issues. Preferred Abilities, Skills, and Experience Associate’s degree in information technology, computer science, or related field. Up to five years of related professional, administrative, or technical experience. Ability to communicate complex technical information clearly to non‑technical audiences. Excellent problem‑solving and analytical skills with the ability to report issues, document, and communicate results. Working knowledge of cybersecurity principles and secure system‑administration practices. Salary Range $65,000 — $85,000 Other Position Information Full‑time / Exempt Hybrid Work Schedule Four days telework, one day onsite Three days telework, two days onsite Two days telework, three days onsite One day telework, four days onsite Onsite location is OIG’s Boston office; remote work must be within Massachusetts or within approximately a two‑hour commute distance. No travel reimbursement. Some positions may require primarily on‑site work during initial training. Benefits Paid vacation; sick and personal leave; health, dental and vision insurance through the Commonwealth’s Group Insurance Commission; optional pre‑tax health savings account plans. Participation in the Commonwealth’s state retirement plan. Additional options include life insurance, long‑term disability insurance, deferred compensation savings, tuition remission, pre‑tax commuter account plans. Potential eligibility for the federal Public Service Loan Forgiveness program. Diversity and Inclusion Statement The OIG is dedicated to creating and maintaining a workplace that welcomes, respects and values people of every race, color, religion or creed, sex, sexual orientation, gender identity, gender expression, ethnicity, ancestry, national origin, age, disability, pregnancy or a pregnancy‑related condition, veteran status, military service or genetic information. We welcome all applicants whose diverse backgrounds and experiences reflect and support this ongoing commitment. For questions regarding the OIG’s diversity policies, contact the OIG’s Diversity Officer Sarah Hoover at View email address on click.appcast.io. #J-18808-Ljbffr Commonwealth of Massachusetts