Service Desk System Administrator

Service Desk System Administrator

Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we've helped train more than 17 million people within service-oriented industries including education, health care, behavioral health, long-term care, human services, security, corporate, and retail. At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It's a philosophy that is central to everything we do, and traces back to our beginning.

The Role

The Service Desk System Administrator (SDSA) is a CPI Service Desk team member responsible for being a Subject Matter Expert (SME) in CPI technology systems. The SDSA ensures the reliability, security, support, and stable operation of CPI's systems, cloud, and networking infrastructure. The SDSA will also act as a senior-level point of escalation within the Service Desk (SD) team and maintain escalated incident tickets. This role will require an automation-first mindset and deep knowledge of endpoint environments using Microsoft Intune.

What You Get To Do Every Day

Drive continuous improvement and modernization of Microsoft Intune, including leading the migration from System Center Configuration Manager (SCCM) to Intune with support for Autopilot and White Glove deployment processes.

Serve as the highest escalation point within the Service Desk team, providing expert-level troubleshooting and support for cybersecurity, networking, operating systems, application software, and other technology services.

Manage and maintain an assigned set of critical enterprise technology systems, ensuring they adhere to organizational compliance and operational requirements.

Proactively identify recurring issues and implement long-term solutions, leveraging automation and best practices to enhance system reliability.

Develop and maintain technical documentation on newly implemented systems, configurations, and processes to ensure operational consistency.

Monitor, mitigate, identify, troubleshoot, document, and correct issues related to cybersecurity, networking, systems, and other technology services within the Information Technology Infrastructure Library (ITIL) framework.

Analyze incident trends to drive problem management initiatives, ensuring systemic issues are resolved at the root cause level.

Assist in the change-management processes, ensuring smooth deployment of system updates, patches, and upgrades with minimal disruption to end users.

Perform other position-related duties as assigned.

You Need To Have

Bachelor's Degree or equivalent experience in Technology Services or related field

Two years or more of experience in a Service Desk or related Information Technology field

Two years or more of experience working as a Windows system or network administrator

Two years or more of experience administering virtualized environments in an enterprise business setting

Two years or more of experience supporting an enterprise network with business-critical applications

Experience working with Microsoft Intune for endpoint and mobile device management, including SCCM migration, Autopilot, and White Glove support

Experience working with a broad range of technologies, including Windows server and desktop OS, ServiceNow ITSM, cybersecurity products including email hygiene and anti-malware products, Active Directory, VMware or other virtualization technologies, Azure or other cloud technologies, LAN/WAN networking technologies, remote access VPN, VDI, and Microsoft Office 365

Experience working in project management and running technology-based projects

Experience troubleshooting hardware, networking, and software-related issues

Knowledge of scripting languages (e.g., PowerShell)

Knowledge and understanding of ITIL principles

Attention to detail & strong troubleshooting skills

Ability to analyze and resolve issues by leveraging various industry-standard monitoring and reporting tools

Ability to effectively obtain, share, analyze, and convey information

Ability to collaborate with peers, managers, and external customers

Ability to actively learn and grow skillsets in key technology areas, including operating systems, hypervisors, applications, and networking

Excellent interpersonal communication and organizational skills to work with clients and manage critical issues

Outstanding oral and written technical and non-technical communication skills, including the ability to interact with varying business and technology groups

What We Offer

$75,000 - $82,000 annual salary

Annual company performance bonus

Comprehensive benefits package

401k

PTO

Health & Wellness Days

Paid Volunteer Time Off

Continuing education and training

Parental paid leave

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, diversity of thoughts and beliefs, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.