System Administrator\u00A0

Reports to: Sr. Manager, IT Services
Band: $65,000-73,000
Location: Seattle Administration, Hybrid - 3 days in office, 2 remote

Position Summary

We are hiring a System Administrator to serve as the Level 3 escalation point for our
service desk. You will resolve the most complex end-user, endpoint, and application
issues that Level 1 and Level 2 can't close, and handle the admin-level work that keeps our
stores and corporate users productive.
This is a strong fit for an experienced helpdesk or desktop support technician who is
ready to own the hardest tickets, set the standard for the team, and build toward a
systems engineering career.

Key Responsibilities

Domain ownership

• Own tickets escalated from Level 1 and Level 2, drive them to resolution, and
  document root cause and fixes in the knowledge base
• Troubleshoot complex Windows endpoint, application, printing, and peripheral issues,
  including problems that span multiple users or sites
• Handle day-to-day account and access work - user onboarding and offboarding,
  Active Directory and Microsoft 365 accounts, group membership, password and MFA
  resets, and license assignment
• Manage endpoints through device management tooling: imaging and deployment,
  software packaging, patch compliance, and policy assignment
• Provide remote support to 24 retail locations, including point-of-sale, store devices,
  and local connectivity issues, and coordinate on-site work when needed
• Identify recurring issues and trends, propose fixes, and escalate infrastructure
  problems to Systems Engineering with clear, well-documented handoffs
• Mentor Level 1 and Level 2 technicians, review ticket quality, and write troubleshooting
  guides and runbooks
• Support infrastructure and identity projects with end-user rollout, testing, and
  communication
• Participate in scheduled maintenance windows and an on-call rotation

• Set the build, configuration, and operational standards the systems team works to. Write them down
• Review designs and significant changes before they reach production
• Define what "production-ready" means for infrastructure work, and hold work to it
• Work within enterprise architecture and change management standards, and help shape them

• Lead infrastructure projects: virtualization migration, identity rollout, endpoint modernization, store technology deployment
• Design and build, hands-on. This is not a review-only role
• Automate at the level of the environment, not just your own tasks - configuration management, provisioning, and infrastructure-as-code where it earns its place

• Own security posture within your domain: patching discipline, access model, hardening standards, and vulnerability response
• Own backup, restore verification, and disaster recovery testing. Prove the restores work

• Manage vendor relationships for platforms and hardware in your domain, including evaluation and selection input
• Own asset standards and lifecycle planning, and the budget input that follows from them

• Raise the capability of the systems engineering team through review, standards, and teaching
• Mentor Level I and II engineers, and be explicit with them about what reaching the next level requires
• Document your work so someone else can carry it

• 3+ years of helpdesk, desktop support, or service desk experience, including time
  handling escalated or Tier 2/3 tickets
• Strong Windows 10/11 troubleshooting skills across OS, applications, drivers, and
  peripherals
• Working knowledge ofActive Directory and Microsoft 365 administration - users,
  groups, mailboxes, licensing, and basic Group Policy
• Experience with endpoint management and remote support tools (Intune,
  SCCM/ConfigMgr, or similar)
• Networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting from
  the endpoint side
• Basic scripting for routine tasks - PowerShell preferred
• Clear written communication and a habit of documenting your work for others to
  follow
• Good judgment about what you can resolve on your own and what needs to go to
  Systems Engineering

• Experience supporting multi-site or retail environments, including point-of-sale
  systems
• Exposure to Entra ID, SSO, conditional access, or MFA tooling
• Experience with ticketing, asset management, and knowledge base platforms
• Familiarity with Windows Server, virtualization, or backup tools
• Experience training or mentoring other technicians
• Relevant certifications (CompTIA A+, Network+, or Security+; Microsoft 365 or
  Endpoint Administrator) or equivalent practical experience

Bachelor's degree in computer science, information technology, or a related field - or equivalent professional experience. Demonstrated work carries more weight than credentials.

Job Family: Technology

Pay Type: Salary
Min Hiring Rate: 65000
Max Hiring Rate: 73000