Senior System Administrator

About Us:Trust for Public Land (TPL) is a national nonprofit that works to connect everyone to the benefits and joys of the outdoors. As a leader in equitable access to the outdoors, TPL works with communities to create parks and protect public land where they are needed most. Since 1972, TPL has protected more than 4 million acres of public land, created more than 5,364 parks, trails, schoolyards, and iconic outdoor places, raised $93 billion in public funding for parks and public lands, and connected nearly 9.4 million people to the outdoors.Come be a part of an extraordinary organization that has created more than 5,000 parks, protected 3 million acres of natural areas, generated $80 billion for parks and conservation, and help put more than 8 million people within a 10-minute walk of a park.Position Summary:The Senior System Administrator serves as the highest point of technical escalation on the help desk team. This position is responsible for the monitoring, tracking and resolution of software, desktop and laptop hardware, and other user-end technology related issues, as well as the support of the organization's critical network and cloud-based infrastructure. The position requires frequent interaction with 370-plus staff located across the country. The Senior System Administrator will be required to work independently with minimal supervision, and in coordination with other members of the IT team. This position reports to the Sr Director of IT.Location:Remote / WFHEssential Duties:
• Provide advanced technical support and act as Tier 1 and 2 escalation point to resolve all local and remote-site PC hardware, software, and networking problems.
• Act as the MS365 / EntraID administrator with support from 3rd party contractor specialist.
•Troubleshoot and resolve high-priority or highly complex hardware, software, and network issues.• Lead the installation, configuration, and maintenance of advanced IT systems and infrastructure, including servers, networking equipment, and enterprise applications.
• Conduct root cause analysis for critical incidents and implement preventive measures.• Manage and optimize IT infrastructure performance, including proactive monitoring and capacity planning.
• Provision new hire accounts and computers and deprovision terminated user accounts in a timely, effective fashion.
• Manage tickets throughout their lifecycle and provide excellent customer service to ensure user satisfaction with resolutions.
• Write concise and accurate technical documentation for internal IT use and end-user training purposes
• Mentor and train other support staff on technical issues.
• Assist with evaluating new and evolving systems and applications and recommend appropriate improvements, upgrades and infrastructure changes.
• Foster strong relationships with IT managers and staff, promoting collaboration and effective communication across departments.
• Participate in team meetings to plan and implement IT projects, and collectively resolve pending technical issues.Performance Metrics:o Meet established response and resolution time targets for service desk tickets.o Maintain a high level of customer satisfaction, as measured by user feedback and surveys.o Maintain all tickets assigned, provide proper notes, close tickets when complete.o Manage and complete assigned projects on time and on budget.Qualifications:
• Minimum of 5 years of Helpdesk experience in distributed environment
• Minimum 3 years of hands-on experience in a Windows 10 and Mac environment
• Minimum 3 years of experience using remote access software, imaging/deployment software and or experience supporting multiple locations
• High level of proficiency with Microsoft Office365, EntraID, InTune, and Sharepoint,
• Experience with Microsoft Teams and Zoom
• Experience with Windows server administration
• Excellent analytical and decision-making skills
• Highly self-motivated and resourceful with strong ability to work well under pressure
• Excellent written and verbal communication and collaboration skills
• Exceptional customer service skills
• Quick learner with strong ability managing conflicting priorities
• Occasional work on evenings and weekends is required.
• Willingness to travel occasionally and work flexible hours as needed.
• Experience with Jira Service Management and Confluence a plus but not requiredPhysical Requirements:
• Occasional lifting of up to 40 lbs may be required.