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The compensation range for this job is:
$82,747.00 - $108,877.00

POSITION SUMMARY

The Senior System Administrator is responsible for assisting a team of technicians assigned to support the IT managed service needs of specific external customers. This position serves as the subject matter expert for support escalations for that team, provides thorough oversight and delegation of all tickets for the team's clients, monitors the ticket queue and ensures that issues are escalated appropriately through the tiers per the policies of the department. This position is the advocate for the client and ensures that all efforts are made to deliver excellent customer service. This role requires the incumbent to teach and coach team members. The Senior System Administrator will communicate the status of service and personnel matters and escalate concerns to the COIT Manager. This role requires continuing education and certification with industry standard vendors such as Microsoft, VMware, Hyper-V, HP, Aruba, Meraki, MSO365, Barracuda, Cisco, and WatchGuard. This position also helps maintain the department's Knowledge Management, RMM and PSA systems. The Senior System Administrator is part of an on-call rotation for clients which rotates among all employees within the department.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Essential Functions Statement(s)
• Guide decisions and foster expectations that achieve and maintain the overarching goal of excellent customer service
• Receive all service orders escalated to the team, and as needed the department, delegate where appropriate
• Oversee assigned technicians to ensure they are making progress on service orders and are aligned with departmental policies and procedures, provide coaching when necessary
• Provide direction and support to the Tier I group if they are not delivering per departmental polices or are experiencing a high call volume
• Oversee all vendor management for the team and when necessary, involve the COIT Manager, Account Manager, and/or the point-of-contact for the client to align vendor support with the client's needs and urgency
• Using the industry standard for troubleshooting methods provide applicable support as required by the client
• Follow-up with the end-users to ensure they are satisfied with the solution and service
• Receive project turn-overs from the project engineer team and review all client projects for quality, sign off only when standards are met
• Consistently correct and maintain client documentation to include, but not limited to, credentials, list of current equipment in SP, network diagrams, rack elevations, and site maps
• Partner with MITS management as a technical advisor to develop and deliver client-focused solutions that align with business needs, maintain industry standards, and effectively

POSITION QUALIFICATIONS

Competency Statement(s)
• Accountability - Ability to plan, organize, measure and coordinate multiple tasks to deliver.
• Active Listening - Ability to actively attend to, convey, and understand the comments and question of others.
• Critical thinking - Ability to use thinking and reasoning in gather raw data and processing that data into a meaningful form to solve problems.
• Business Acumen - Ability to grasp and understand business concepts and issues.
• Communication Skills Written & Oral - Must have excellent oral and written communications skills. Able to succinctly describe status of business.
• Conceptual Thinking - Ability to think in terms of abstract ideas.
• Negotiation Skills - Ability to reach outcomes that gain the support and acceptance of all parties.
• Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.

SKILLS & ABILITIES

Education: Bachelor's Degree in Information Technology or equivalent work experience may be substituted for experience on a year for year basis.

Experience: Minimum of six (6) years of experience in workstation and server management, new program installation, machine setup, problem identification and resolution. Equivalent education and training may be substituted for experience on a year for year basis.

Computer Skills: Strong hands-on experience MS Project, Word, PowerPoint, SharePoint, Excel, and Visio. SAP Project System and knowledge of SQL or similar experience a plus.