Job Title: Information Technology Systems Administrator Department: Information Technology (IT) Reports to: Director of IT Status: Exempt Mission Support: Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing lives through the power of work. Position Summary: Responsible for managing, overseeing, and maintaining a multiuser computer environment, including local area networks, servers, and mobile devices. Provides support for the Corporate Office, store locations, Attended Donation Center (ADC) locations, and Career Connections. Identifies, researches, and resolves technical problems and is expected to perform tasks such as deploying and supporting end-user hardware and addressing network and security issues. Essential Duties and Responsibilities: - Ensures that systems are being maintained by applying system updates or patches.
- Assists in the selection of system configurations and with decisions regarding systems and IT projects.
- Maintains the inventory of all assets connected to GWH’s network infrastructure.
- Sets up user permissions on the file server and ensures file security and compliance are met.
- Administers, develops, tests, implements, and maintains operating systems and related software.
- Establishes and implements standards for computer operations for compatibility between hardware and software.
- Troubleshoots and resolves software, operating system, and network problems.
- Schedules, performs, and monitors system backups, and performs data recoveries as necessary.
- Schedules, plans, and performs system upgrades.
- Maintains building access through the system program.
- Sets up employee identification badges.
- Performs basic and advanced troubleshooting functions with end users to resolve issues at first contact.
- Analyzes and diagnoses problems to quickly arrive at workable resolutions.
- Escalates unresolved issues in accordance with the internal IT SLA and owns the case to resolution.
- Escalates issues to leadership or outside vendors as appropriate.
- Recommends and drives process enhancements; identifies common issues in systems and processes.
- Ability to communicate the status of work activities and issues with peers and management as they relate to projects and tasks. Follows processes.
- Attends in-service and related training as assigned by Leadership.
- Conducts internal audit reviews on all systems at regular intervals.
- Communicates with associates as required: keeping them informed of service request progress, impending changes, and agreed outages.
- Produces detailed timelines for each application release and implements effective project control by monitoring the progress of the software release. Gives updates and status reports as needed.
- Reviews all designs and unit test plans where applicable.
- Participates in all hardware and software evaluations.
- Represents the IT function at meetings throughout the company.
- Performs liaison duties between users, operations, and programming personnel in the areas of systems design, modifications, or troubleshooting.
- Assists in the management of vendor relationships and service level agreements for networks, cloud computing, and Software as a Service (SaaS) systems.
- Provides after-hours support for systems and servers.
- Creates documentation to support system implementations and version control, and maintains documentation of all relevant specifications, systems, and procedures.
- Researches, interviews, and negotiates with suppliers to obtain prices and specifications.
- Ensures computer equipment, hardware, and software are updated to meet organizational needs.
- Logs all help desk interactions.
- Completes hardware and software installations, upgrades, and removals.
- Identifies and handles situations requiring urgent attention.
- Antivirus deployment, antivirus, spyware, and adware removal and prevention.
- Manages all corporate local/network printers and copiers.
- Stays current with system information, changes, and updates.
- Creates/removes network accounts in Active Directory and O365.
- Configures and supports Virtual Private Network.
- Configures systems to GWH standards that are outlined by policies and procedures.
- Orders and configures mobile devices; keeps inventory.
- Sets up and maintains office phones.
- Works with users to provide IT services for departmental projects as needed.
- Verifies each morning that networks and systems are up and fully functional.
- Performs quarterly audits of accounts to ensure proper policies are followed.
- Helps develop strategic relationships between vendors and end users.
- Helps manage relationships with key vendors.
- Minimizes cost and maximizes value in the procurement process by applying best/leading practices.
- Handles centralized IT purchasing responsibilities along with the Director of IT.
- Receives all hardware and software; keeps inventory.
- Reviews quotes, purchase orders, and invoices for technical needs.
- Performs other duties as directed by management to support evolving organizational needs.
Additional Responsibilities: - Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.
- A master’s degree in a relevant field is preferred.
- Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.
- Adhere to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
- Must be punctual, maintain a professional appearance, and perform expected duties.
- Maintain a high level of confidentiality.
- Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter.
- Adhere to local, state, and federal laws and regulations.
Minimum Qualifications: - A bachelor’s degree in computer science or related field is required; equivalent professional experience may be considered in lieu of a degree.
- A minimum of five (5) years of IT or customer service experience.
- Experience maintaining and troubleshooting Windows OS and MS Office suites.
- Experience with server administration, cloud, and SaaS model management.
- Must be available to work nights and weekends and perform after-hours support as required to meet business needs.
- Interpersonal skills such as telephony skills, communication skills, active listening, and customer care.
- Strong organizational skills along with being detail-, task-, and goal-oriented.
- MCP, CompTIA A+, CompTIA N+ is preferred.
- Familiarity with IT Standards (ITIL)and best practices is preferred.
- Experience with SQL databases and reports is preferred.
- Experience with firewalls, switches, and routers is preferred.
- This position requires travel to multiple locations daily. Must have reliable transportation to report to assigned work locations
- Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.
Key Performance Indicators (KPI): - System uptime and availability
- System security
- System optimization
- On-time delivery of management information
- Maintenance and uptime of mission-critical applications
- Data accuracy and integrity
Physical Requirements/Work Environment: - Ability to sit, stand, bend, and reach.
- Ability to lift, push, and pull up to 25 lbs.
- Able to spend most working hours at a computer.
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