System Administrator

WORKS CLOSELY WITH: Department Heads, Principals, Advancement, Business Office, etc.
(Administrative Team)
Director of Information Services, Crisis Team
External constituents (network support vendor)
SUPERVISES: Not applicable at this time

JOB SUMMARY:

The System Administrator supports faculty, staff and students across two campuses by monitoring, maintaining and improving network hardware, server resources, systems and key processes as a member of the Information Systems team. The System Administrator must have a strong diagnostic and analytical technical skillset about multiple technologies.

In addition to the day-to-day technical work, the System Administrator will actively participate in improving the services offered by the Information Systems team. This will include, among other tasks; assisting with new technology investigations; writing and updating service documentation; proposing and implementing process improvements.

DUTIES AND RESPONSIBILITIES:

• Able to work with minimal supervision.
• Able to be proactive, take direction and establish ownership of projects.
• Able to use multiple problem-solving techniques such as, root-cause analysis, brainstorming and prioritization.
• Develop technology solutions by researching, recommending, and budgeting for available programs and equipment.
• Assist with establishing standards, practices and security measures to ensure effective and consistent information processing operations and to safeguard informational resources.
• Effectively and concisely ask questions to determine nature of problem(s), and walk customer through problem-solving process
• Log and track service requests in the established ticketing system (Zendesk), prioritize and escalate jobs as required.
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, and reviewing system and application logs.
• Perform daily backup operations, ensuring all required systems and system data are successfully backed up to the appropriate media
• Carry out housekeeping and other maintenance tasks on a regular scheduled and as required basis.
• Assess, design, administer, and manage the lifecycle of data center hardware and related infrastructure
• Assist Manager of Information Systems and act as the technical resource for third party vendors when required
• Assist in maintaining and developing directory services and automation of enterprise systems
• Assist with writing training, process, and ticket documentation (procedures), and train end-users
• Create and update knowledge documentation to help you, your team and other users in resolving issues and to improve self-service experience
• Maintain practical and strategic oversight of Blackbaud suite of database products; provide on-the-ground coordination of school-wide data team, consisting of representatives from Registrar's Office, Business Office, Advancement Office and Admissions Office
• Serve as liaison with Blackbaud professional services, third-party providers and independent contractors
• Regularly follow-up with the IT resources after receipt of escalated tickets from the Service Desk and investigate how to enable the Service Desk to resolve these in the future.
• Follow up with customers after completed tasks to ensure the service delivery results were satisfactory, efficiently delivered, and consistent.
• Continually develop skills and abilities to keep current on new technology and practices and broaden knowledge. Activities may include; membership and participation in trade organizations, attending training seminars, conferences and trade shows.

TECHNICAL RESPONSIBILITIES:

• Manage all resources on two campuses including but not limited to: Troubleshoot and repair: Servers, Hyper-V, VMware, Storage, Network Switches (HP ProCurve), Routers, Print servers, Xerox and HP MFP’s & Copiers, Remote access services/VPN, Cloud Services, Firewalls (Watch Guard), Phone System (Mitel), Apple laptops, Desktops, iPhones, iPads, HP/Dell Laptops and desktops, Chromebooks
• Knowledge of Firewalls including VPN installation, configuration and troubleshooting.
• Routine firewall & security reviews, internal & external scans, and security audits of all infrastructure systems
• Installation and troubleshooting of desktop/laptop client applications including, Google G-Suite, MS Office 365, Apples iWork’s and iLife, Adobe Creative suite, Antivirus, etc. Across Faculty, Staff and Student devices and a multitude of platforms
• Manage Apple, Dell and HP laptops/desktops, Chromebooks, iPhone, iPads (Heavy MAC)
• Create, change, and manage user accounts, associated permissions, email, distribution groups and security groups. (Google G-Suite Admin, MS AD & Azure)
• Manage JAMF Casper Management Suite and infrastructure. Regular maintenance and update Casper Server, Compose, build, deploy and support OS and Software images, Maintain and manage Self Service
• Manage the performance, stability, and reliability of all network systems and devices
• Perform and install upgrades for servers and network devices with creating a maintenance plan outlining the process and timeline
• Assist in keeping an accurate and extensive inventory of all network devices, servers, workstations and other equipment
• Use ITIL V3 best practices
• Assist with daily tickets for the centralized service desk (Zendesk). Leverage his/her knowledge to ensure timely resolution; update the FAQ and self-service database to help resolve similar tickets in the future.
• Escalate tickets to the appropriate technical resource, when needed.

 KNOWLEDGE, SKILLS, ABILITIES (BEST PRACTICES, TEAM BUILDING, DETAIL ORIENTED):

• Proactive, “can do”, customer-oriented focus
• Able to perform Tier I, II & III level troubleshooting with time sensitive resolution
• Thorough knowledge of typical enterprise infrastructure and operating systems up through Windows 2012
• Excellent knowledge of Windows / Active Directory and Group Policy
• Strong analysis, problem solving, and troubleshooting skills.
• Ability to document and explain technical details clearly and concisely
• Ability to multitask and have a sense of urgency while maintaining a positive attitude.
• Pays attention to detail
• Excellent prioritization and time management skills

WORKING CONDITIONS (SCHEDULE, PHYSICAL DEMANDS, WORKING ENVIRONMENT):

• Rotates schedule to spend 1-2 weeks at each campus, or as needed – must have reliable transportation.
• Emergencies may require working more than 40 hours in workweek, to include, evenings, weekends and holidays.
• Work involves minimal exposure to dirt, dust, crowded spaces.
• Moderate physical activity to include; walking, standing, kneeling, crouching or sitting for extended periods of time; lifting or moving light to heavy objects up to 50 pounds.

QUALIFICATIONS (EDUCATION, CERTIFICATION, YEARS EXPERIENCE):

• 4-year degree in Computer Science, Computer Engineering, or equivalent work experience
• 5+ years of strong networking with routers, security appliances, and layer 2 and 3 switches.
• 5+ years’ experience with servers and server hardware
• CCNA & MCSE or higher: Equivalent work experience will be considered
• Experience with: JAMF Casper Suite,
• Experience with: WatchGuard Firewalls
• Scripting Experience
• Database management
• ITIL V3 certification

Interested candidates should send a cover letter with salary expectations, resume and 3 professional references to: HRInfoSystems@wis.edu.