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Crisis Prevention Institute · 17 hours ago

Service Desk System Administrator

Milwaukee, WI

Full-time

Onsite

Mid, Senior Level

$75K/yr - $82K/yr

2+ years exp

Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de-escalation and crisis prevention training. The Service Desk System Administrator (SDSA) is responsible for ensuring the reliability and security of CPI’s systems while acting as a senior-level point of escalation within the Service Desk team.

AssociationConsultingEducationHealth CareProfessional ServicesTraining

Responsibilities

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

Qualification

Microsoft IntuneWindows system administrationNetwork administrationVirtualized environmentsCybersecurity productsITIL principlesScripting languagesTroubleshooting skillsProject managementCommunication skills

Required

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