Systems Administrator

JOB SUMMARY

The Systems Administrator, under the direction of the Director of IT and Security Operations is responsible for the administration of the Commission's physical and virtual network and infrastructure, business systems and platforms. The System Administrator will support a high availability network and platforms in a secure manner while assuring proper controls over accessibility of technology resources. This position is expected to perform both Tier 2 and Tier 3 support as well as network administration.

CORE RESPONSIBILITIES

Technology Administration, and Cybersecurity

• Develop and recommend technical solutions for enterprise physical and virtual network, and server configurations and functionality;
• Administrate and manage the Commission's technology platforms and applications working with Tier 1 and Tier 2 support teams to resolve issues and maintain uptime;
• Maintain a strong cybersecurity posture through implementation and monitoring working with third-party providers to continually enhance Commission's cyber security;
• Collaborate with other IT professionals to develop complex technical solutions;
• Develop and maintain Commission platform maintenance and patching policy and plan and execute regular patch applications to keep all managed servers and devices up to date with required security updates. Communicate maintenance schedules and execute patching with minimal unplanned downtime;
• Liaise with vendors to manage repairs, enhancements and proactive fixes; and
• Keep current on technologies for future improvements, and work with vendors to integrate and build-on them.

Systems Support

• Support the Commission business continuity and disaster recovery preparations and incident response, including backup/recovery system, data flow, and archiving;
• Administrate and manage the Commission's physical and virtual network infrastructure including firewalls, network switches, Virtual Private Networks (VPN) at all Commission locations as necessary to secure and maintain the Commission's network;
• Manage wireless access points and monitor wireless network in all Commission offices;
• Act as the lead when troubleshooting network and infrastructure outages;
• Manage and work with third party vendors for telecommunications services including Internet Service Providers and Voice over IP providers.

Customer Support

• Troubleshoot and provide Tier 3 technical support and provide a resource for Tier 1 and Tier 2 support staff and act as backup for Tier 2 support;
• Achieve high client satisfaction as measured by formal company surveys and informal inquiries; and
• Utilize strong customer service skills to communicate effectively with Commission employees at varying levels, troubleshoot issues, and gain consensus on technical plans
• Work collaboratively with other staff to provide excellent customer service;
• Be primary contact for technical issues;
• Test and monitor IT business continuity and disaster recovery plans;
• Be the on-site technical support for infrastructure projects and support end users and travel to various sites as required or needed;
• Develop and maintain clear, accurate and user-friendly job aids and SOPs to standardize IT Processes, procedures and instructions for both IT staff and end users.
• Performs related duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Not applicable

Qualifications:
PROFESSIONAL EXPECTATIONS

The Cannabis Control Commission expects all employees to model:

• Commitment to its Mission, Vision, and Values

• Contributions Toward Meeting Organizational Goals and Objectives

• A High Level of Integrity, Collaboration, and Professionalism

• A Culturally Sensitive, Inclusive, and Accountable Workplace Environment

• Working Respectfully with Others, Supporting Diverse Perspectives, and Upholding Organizational Values

• Transparent, Meaningful, and Effective Communication

COMPETENCIES, SKILLS, AND ATTRIBUTES

• Must possess writing skills that are able to be effectively communicated with Commission staff and/ third party vendors;

• Able to communicate in a clear and concise manner across the Commission along with individuals outside the Commission while maintaining customer satisfaction;

• Able to build constructive working relationships characterized by a high level of acceptance, integrity, cooperation, and mutual regard;

• Able to earn the trust, respect, and confidence of co-workers and customers through honesty, forthrightness, and professionalism;

• Able to accept personal responsibility for the quality and timeliness of work, and for meeting expectations;

• Able to seek opportunities to resolve problems, achieve goals, or otherwise advance the Commission's mission;

• Ability to work out of the Worcester headquarters and travel between locations to assure high availability of technology and systems;

• Comfortable working independently, as well as with teams; and

• Experience working with people from diverse cultural and ethnic backgrounds.

QUALIFICATIONS AND REQUIREMENTS

• Bachelor's degree required;

• 7+ years in a technology support role supporting every aspect of desktop computing including Windows, Apple, MS Office, desktop applications, printers, and hardware troubleshooting;

• Experience providing customer support and guiding users through technical steps and processes in a clear, simple and easy to understand manner.

• 5+ years proven experience supporting Microsoft Azure Infrastructure and M365 environments.

• 5+ years experience supporting virtual and physical technology infrastructure including servers, resources, networks and devices;

• Experience with Database Management and Administration a plus;

• Experience with VOIP including Ring Central preferred;

• Palo-Alto Firewall and network administration preferred;

• Familiarity with Zero-trust environments desired; and

• Experience with Cyber security AI and similar tools preferred.

1. ADA REQUIREMENTS

Physical Demands:

• Required to lift 35 pounds and push 65 pounds of computer equipment.

• Must tolerate sitting, standing, or walking for extended periods of time.

• Must be sensitive to and can manage frequent interruptions.

• Standard office environment with use of, and exposure to various office temperatures, and equipment such as computers, fax machines, copiers, etc.

Benefits Package: The Commission is pleased to offer a comprehensive benefits package to its employees. The specific components and eligibility may vary based upon position classification, hours worked per week and other variables. Therefore, specific benefits for this position may be discussed as part of the interview and offer process.

This position is non-civil service. This position is an exempt position. The overall benefits available include: paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth's Group Insurance, and optional pre-tax Health Savings Account plans. In addition, the Commission provides employees the opportunity to elect life insurance, long term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs.

The Commission employees also participate in the Commonwealth's State Retirement Plan, which can become a defined benefit plan for those that both vest and subsequently retire from State service. Follow this link for additional retirement information: http://www.mass.gov/treasury/retirement/state-board- of-retire/.