Date: January 2024

　　TITLE:System Administrator

　　RESPONSIBLE TO:Information Technology Operations Manager

　　DIVISION/DEPT:Analytics & Technology/Technology Team

　　SUPERVISES:N/A

　　FLSA STATUS:Exempt

　　BASIC FUNCTION:

　　• Provide hardware, software, networking, and application support to GII and member organization staff.

　　• Provide system administration of Microsoft and Office 365 system environments.

　　• Provide system administration of VMWare and VDI environments.

　　SPECIFIC DUTIES :

　　• Provide support to GII Directory users via phone, email, and in person.

　　• Provide 1st and 2nd level hardware and software support to GII computer users.

　　• Prioritize and respond to helpdesk requests.

　　• Maintain organized, detailed and up to date records in all helpdesk tracking systems.

　　• Diagnosing, resolving, documenting and closure of helpdesk tickets in a timely manner as defined by the department SLA.

　　• Escalating helpdesk tickets to third level technical staff when needed to ensure a timely and successful resolution.

　　• Ensures all servers and workstations are patched in a timely manner.

　　• Manage systems hosted by cloud service providers to include systems hosted on Microsoft, as well as providers that provide Infrastructure as a Service, Platform as a Service and Software as a Service solutions.

　　• Assist with the implementation and design of new technology systems.

　　• Assist and advise clients on system, software and hardware configurations and procurement.

　　• Administration of on-prem Exchange Server and Active Directory.

　　• Administration of virtual server and virtual desktop environment.

　　• Create new users, provide appropriate access, and set appropriate security levels.

　　• Provide support to senior engineers in the areas of network performance and system maintenance.

　　• Help maintain and improve all aspects of GII’s computer network.

　　• Respond to alerts generated by our monitoring systems.

　　• Other duties as assigned.

　　RELATIONSHIPS:

　　• Internal: Daily contact with GII staff to provide network and PC support

　　• GII Members: Contact with local Goodwill’s to respond to technical information requests.

　　• Outside: Frequent contact with consultants and suppliers

　　• Government Officials: N/A

　　SKILLS NEEDED :

　　• Excellent interpersonal and communication skills.

　　• Excellent customer service skills.

　　• Aptitude for solving and analyzing technical problems.

　　• Understanding of computer networks and networking components.

　　• Ability to maintain and support computer hardware and software.

　　• 3-5 years’ experience of VMWare vSphere, ESX, and Horizon VDI.

　　• Knowledge of asset and software management.

　　• 3-5 years’ experience of Microsoft operating systems (both server and desktop).

　　• 3-5 years of experience in Microsoft products such as Office 365 Administration, Entra, Intune, Security and Compliance.

　　• Knowledge of Apple products such as Mac’s and iPhones and management of these products through Intune.

　　• Knowledge of backup and restore procedures and software.

　　• Knowledge of mobile technologies and wireless broadband.

　　• Willingness and ability to learn new technologies rapidly.

　　• Ability to organize workload and to deal with problems that may arise.

　　• Ability to deal professionally with people at all levels on a one-on-one basis and in a group.

　　EDUCATION: Bachelor’s degree in computer science; or equivalent combination of education and experience. Microsoft or VMWare certifications encouraged but not required.

　　EXPERIENCE: Experience troubleshooting and maintaining computers and associated equipment, installing, and troubleshooting software, documenting technical issues and concepts, and interacting with customers required. Experience supporting Microsoft technologies. Experience with asset and software management.

　　DECISION MAKING: Decisions related to diagnosing problems and implementing corrective action.

　　SUPERVISION: General – Latitude is given to determine approaches, procedures, and methodologies for accomplishing the work. Receive administrative review. Work is reviewed to assure that it is conceptually sound and meets assignment objectives.

　　PHYSICAL EFFORT: Medium, lifting 30 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 15 lbs. Walking or standing to a significate degree involves sitting most of the time. May require long hours at a personal computer.

　　EMOTIONAL EFFORT: Medium, frequent short deadlines requiring overtime. Work environment usually hectic with periods of high stress.

　　OUR VALUES

　　We believe everyone deserves an opportunity to thrive. Goodwill’s mission grounds us and happens through each one of us. This aspiration applies to each GII team member as much as to the people we serve. GII’s organizational values guide all that we do; how we do our work and make decisions, and how we interact with each other, Goodwill members and all stakeholders.

　　Our mission happens through me (Passion)

　　We have a fire for our mission. We bring our energy, creativity and passion to all that we do. By contributing the best of what is within each of us, we inspire the same in our peers, and multiply Goodwill’s impact.

　　Drive to make a difference (Impact)

　　We believe that our work must lead to a measurable difference in the lives of the people Goodwill serves. We are committed to performance excellence in all that we do. Our strategy focuses our work to achieve that impact, and we say no to things that do not align.

　　You before me (Respect)

　　We treat all people with dignity, kindness, appreciation and respect. We are curious without judgment, and we actively listen to ensure mutual understanding. We give everyone a caring and safe place to share their opinions, their talents, and their questions. We build trust through direct, clear and transparent communication. We are open and humble.

　　Thriving begins at home (Well-being)

　　We respect the contributions and the needs of our individual team members equally, and we understand that each one of us needs different things at different times to thrive both in and out of the workplace. We strive to make genuine and continuous investments in one another and ourselves. As such, we adopt healthy, holistic approaches to our work. We proactively care for one another and ourselves by speaking up for what we need and supporting one another in achieving it.

　　Out of many, One Goodwill (Diversity, Equity & Inclusion)

　　We embrace all people and perspectives as we advance Goodwill’s mission to help people reach their full potential through the power of work. We acknowledge historical inequities still exist and are intentional in breaking barriers. We are committed to being part of the solutions, leaning into courageous conversations, and providing inclusive spaces and equal opportunities for real change in all of our endeavors. Our diversified reflection shall shine as one Goodwill.

　　Be bold, learn and grow (Agility)

　　We are open, creative, innovative, agile and willing to take risks. We operate with a sense of urgency, without rushing for the sake of speed. While we do our best to make good decisions, we embrace failure for the learning it affords and adapt quickly to move ahead. We are one unified team that succeeds and stumbles, and learns and grows together with humility and grace.