Systems Administrator

Systems Administrator

Operation New Hope is a nonprofit operating in Jacksonville, Orlando, St. Johns County, the Space Coast, Tampa, and St. Petersburg. Our pre-release and post-release programs provide job training and placement, and comprehensive support services to people returning from incarceration and others who have been affected by the justice system with the goal of facilitating successful transitions back into the community. We motivate our clients to become productive, responsible citizens, and our programs help prevent recidivism, reduce the repeated costs of incarceration, and improve public safety. Our dedicated team supports career opportunities, mental health, and overall stability of our clients to help them achieve self-sufficiency.

The Systems Administrator is instrumental in ensuring the smooth operation of our IT systems, which are vital to our organization's success. The primary duties will include monitoring and maintaining the integrity and security of our network and systems and managing procedures in line with company policies in a primarily cloud-based environment. The position is responsible for the design, implementation, and support of the organization's IT environment across all locations. The individual in this role brings significant expertise in Microsoft platforms, identity and access management, virtualization, and system security.

Essential Duties and Responsibilities:

• Implement and manage data protection strategies using backup and replication technologies.
• Monitor infrastructure health and performance; troubleshoot infrastructure hardware, Cloud/SaaS, virtualization, and application layer issues.
• Respond to emergency outages in accordance with business continuity and disaster recovery plans.
• Apply and enforce cybersecurity best practices.
• Create and maintain technical documentation, network diagrams, and standard operating procedures.
• Automate the implementation, configuration, and maintenance of Azure and Office 365 systems using PowerShell and Azure CLI.
• Assist in evaluating and integrating new technologies and contribute to IT strategy and planning.
• Provide mentorship and technical leadership to junior support staff.
• Administering virtual machines, configuring cloud networks, managing cloud storage, and performing regular system maintenance and updates.
• Troubleshoot and resolve issues with Microsoft 365 applications (Outlook, Teams, OneDrive), and support general cloud services.
• Diagnose and resolve hardware and software problems for Windows operating systems and other business applications.
• Configure, deploy, and maintain end-user devices, as needed, for junior team member support.
• Manage user accounts, groups, and permissions.
• Communicate clearly with users and provide regular updates, status and information.
• Document, track, and resolve support requests using an ITSM (IT Service Management) system.
• Maintain an up-to-date inventory of IT assets, including hardware components and software licenses. Assist in the procurement process and lifecycle management of IT resources.
• Develop and deliver training materials to educate staff on proper system usage and best practices.
• Flexibility to work outside regular business hours for network maintenance and incident response when required.
• All other duties as assigned.

Education / Experience / Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).
• At least 5 years' experience in system administration or similar technical role.
• Strong understanding of Windows operating systems, Microsoft 365, hardware, and networking. Windows 10/11 administration, deployment, and troubleshooting. Microsoft 365 Certification preferred.
• Strong knowledge of virtualization and cloud platforms and experience with Microsoft Azure, Intune, Entra ID, and MFA.
• Highly proficient in Microsoft 365 support (Outlook, Teams, OneDrive, SharePoint, Office apps).
• Excellent communication and interpersonal skills to provide exceptional support to end-users.
• Strong analytical and critical thinking skills to diagnose and resolve complex technical issues.
• Ability to thoroughly document incidents, resolutions, and IT asset inventory.
• Proactive, detail-oriented, and passionate about improving end-user experience through reliable IT support.
• Ability to adapt to change in a fast-paced environment.
• Upholds the highest ethical standards; is trustworthy and reliable.
• Familiarity with VoIP systems and troubleshooting.
• Must have a valid driver's license, clean driving record, and reliable transportation.
• Must be able to work Monday through Friday 8:30am-4:00pm, with extended hours as needed.
• Must be able to lift up to 25 lbs.

Job Type: Full-time, Exempt

Location: Remote-Hybrid / Based out of Jacksonville, Florida, with the ability to travel to all Florida locations