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Pearson · 2 days ago

Systems Support Administrator

Baltimore, MD

Full-time

Hybrid

Mid Level

$85K/yr - $95K/yr

3+ years exp

Pearson is a global leader in lifelong learning, and they are seeking a Systems Support Administrator to manage IT services for their virtual schools. This role involves providing technical support, troubleshooting various systems, and ensuring that school staff and students have access to necessary technology and resources.

BooksDigital MediaEdTechEducationHigher Education

H1B Sponsor Likely

Responsibilities

Provide technical support and roll out solutions in planning, coordination, design, configuration, implementation, upgrade, and ongoing maintenance/monitoring along with day-to-day management of most school staff and student technology and applications

Assist with escalated school staff and student tech support issues as needed, resolving customer issues using proven troubleshooting techniques

Assist with troubleshooting daily technical issues and other day to day tasks as required for both internal and external customers

Administer and troubleshoot Windows (workstation and server), ChromeOS and ChromeOS Flex operating systems, laptop computers, Chromebooks, Apple iPads and printers

Administer and troubleshoot all apps on Google Workspace and Microsoft 365 and Azure environment

Configure devices for school staff and students and ensure they have access to all required tools and resources

Build, deploy, maintain, and manage servers running various services, including but not limited to, domain controllers, file and print, web, Linux, SharePoint and DNS/DHCP

Independently gather, evaluate, and assess key application functions as it relates to customer needs

Provide mentoring to Service Desk teams supporting our customers

Primary escalation point of contact for support desks, accepting requests through ticketing systems and other channels, such as email, IM, or in person

Track and follow open tickets via multiple ticketing systems and other channels

Regularly prioritize, communicate, and complete various tasks on multiple diverse projects

Actively participate in conference calls and gather business requirements from stakeholders

Resolve work collaboratively and effectively on team projects while demonstrating the ability to complete technical tasks on time and on target with minimal guidance

Creating, documenting, and following standard processes and procedures

Contribute to and maintain a knowledge base repository

Other duties as assigned

Qualification

Microsoft AzureMicrosoft Endpoint ManagerWindows AdministrationGoogle WorkspacePowershell ScriptingActive DirectorySQLTechnical SupportCustomer ServiceTroubleshootingTeam CollaborationAttention to Detail

Required

Bachelor's degree in computer science or equivalent work experience

Minimum of 3 years of experience in systems administration or equivalent in a large enterprise environment

Able to work on call, evenings and/or weekends when necessary

Available 24x7 during critical outages of supported systems

Ability to understand technology and successfully integrate it into dynamic and diverse environments

Ability to plan, prioritize and organize work schedule to maximize performance and meet real-time customer needs

Excellent written and oral communication skills. Must be able to communicate clearly, concisely, and appropriately within a wide range of audiences

Ability to establish priorities, work independently, and proceed with objectives without supervision

Ability to switch gears when more pressing issues come and juggle multiple calls and projects simultaneously

Excellent attention to detail

Demonstrated ability to work in a fast-paced environment

Customer focused approach

High degree of flexibility

Team player track record

Ability to work remotely, if necessary

Broadband Service at Home

Ability to work from home in a secure and distraction free environment

Possess knowledge and hands on experience with many, if not most of the following: Microsoft Azure (365, Entra ID, Exchange, SharePoint, Virtual Machines), Microsoft Endpoint Manager (Intune and Autopilot), Microsoft On-Prem Active Directory (User & Computers, Group Policy, Sites and Services, Domains and Trusts), Microsoft Windows Workstation and Server Administration (Win 10, 11 - Ser 2016, 2019, 2022), Microsoft SQL, Google Cloud Directory Sync (GCDS), Google Workspace Plus for Education, Google Voice, Google Chrome Management, Hardware and Software Configuration and Troubleshooting, DNS, DHCP, SMTP, SFTP and Other Services, File and Print Services, IIS Web Servers, Multifunction Print Devices, Powershell Scripting

Benefits

Eligible to participate in an annual incentive program

Company

Pearson

Glassdoor3.7

Pearson operates as a media and education company that offers a wide range of services to its customers.

Founded in 1998

London, England, GBR

10001+ employees

https://www.pearson.com/

H1B Sponsorship

Pearson has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (1)

2021 (1)