Systems and Network Administrator

This position oversees the development, implementation, maintenance, and support of Crown Colleges technical support offerings including, but not limited to: disaster recovery planning, network infrastructure maintenance, script writing for automation, business applications, and server administration.

This position requires flexibility in addressing a varying set of issues across a spectrum of technologies. In addition to technical expertise, the candidate must excel in customer relations and interpersonal skills as well as demonstrate a strong desire to troubleshoot and resolve issues.

All members of the infrastructure team within the Information Technology department are charged with working very closely with the other members of the team. Each member has a core set of responsibilities but is expected to help the other members whenever possible as many of the projects pursued by the team cross into the other team members areas.

SUPERVISION RECEIVED: Director of IT or equivalent leadership role in IT

SHARED ROLES WITH OTHERS: Some aspects of this position are shared with one or more others to accomplish key tasks, o Server Administration Manage VMware or other hypervisor solutions as needed Manage servers and their performance and storage utilization as applicable Maintain Microsoft Windows Servers and Linux operating systems Manage and maintain server hardware and related hardware in server farm Analyze quotes, handle licensing, and handle warranty on server stack components Manage certificate renewals and installs o Backups Maintain server, M365 and database backups Test backups as scheduled Manage effective backup strategy for servers and as needed, critical workstations Analyze quotes, handle licensing, and handle warranty on backup solutions o Disaster Recovery Planning Develop and maintain a Disaster Recovery Plan for the college's technical offerings Enforce compliance with these disaster recovery policies Assist with cyber insurance plans as needed o Infrastructure Security Manage patch management, antimalware solution and DNS security solutions on endpoints Manage patch management on servers Manage antimalware solution and DNS security solution on servers Respond to and investigate endpoint security and email secuirty incidents Set up and maintain email security solutions as needed Address incidents of compromised user accounts Produce different documentation for audits as needed Assist with security audits and testing as needed Address application security incidents o Application Support Support and maintain various business applications Support our faculty, staff, and students in our Learning Management System (LMS), such as Canvas, as needed Support other applications used by faculty as needed Manage print management software, such as PaperCut Maintain and upgrade databases on current applications Monitor databases to optimize database performance and resource use Monitor and maintain database security Manage database backups Document software applications o Network Administration Oversee development and expansion of network infrastructure Identify, analyze, and correct issues that prevent users from connecting to different resources Complete network infrastructure maintenance, improvements, and projects Maintain the various components of the college's Internet connection(s) Work with ISP's on implementations and issues as needed Manage and monitor firewall Manage remote access to network services for faculty, staff, and students Troubleshoot VPN issues Manage and monitor LAN and WLAN infrastructure Oversee the installation of cabling when outsourced Complete network hardware and wiring installations Perform cable repairs as required Perform cable management and maintenance as required Assist with resolving copper and fiber connection issues Troubleshoot onsite network hardware, wiring, and connectivity issues Maintain network switching infrastructure, identifying potential bottlenecks and proposing solutions Manage and track the distribution of static and dynamic network addresses to network hosts in the network Troubleshoot wireless Internet issues Perform Wi-Fi planning, designing, and deployment Test wireless configurations as needed Monitor and improve wireless network infrastructure Install and track UPS assets Manage information of and documentation on certificates Support use of various network services, such as file sharing, printing, email, and telecommunications Configure and maintain networked print services Expand knowledge of networking concepts and gain network skills as needed Respond to network outage events Develop and maintain network security policies Implement the procedures detailed in the security policies Perform regular audits of the network to ensure compliance with the security policies Analyze quotes, handle licensing, and handle warranty on network components o Customer Service Responsibilities Responsible for ensuring customer satisfaction in every step of the issue resolution process Identify, evaluate and prioritize customer problems and complaints Interact with customers from several different disciplines via phone, e-mail, remote management, and in-person providing technical support and problem resolution Track information about status of each customers issue in a Help Desk system. Document progress and resolution information to keep customer informed. Research as required to find the correct solution Constant communication to customers and other team members is essential for successful operation Train customers on how to best mitigate issues and use different software if necessary Utilize all technical resources to solve customer problems Escalate unresolved issues to appropriate technology specialists or vendors Provide support to customers and other information technology personnel on a variety of issues Provide Tier 2 and Tier 3 support o Vendor Management and Coordination Work with vendors on obtaining software licensing and negotiating pricing Work with hardware and printer vendors Coordinate projects with vendors on implementing IT solutions Work with various hardware and software vendors on support issues and projects Help manage and oversee vendor relationships o Other Responsibilities Collaborate with different business units to accomplish organizational goals Perform business analysis tasks on new hardware and software implementations Printer fleet management for all users and devices. Advise on IT department policies and procedures Utilize PowerShell for various administrative tasks and stay up to date on changes to such cmdlets involved Be familiar with a variety of the field's concepts, practices, and procedures Shared Responsibilities: o Cybersecurity o J1 Administration o JICS o Softdocs o Middleware Applications & Integrations o Automations o Reports, Crown College will not discriminate against or harass any employee or applicant for employment because of race, color, national origin, sex, disability, age, or status with regard to public assistance. (The examples given above are intended only as illustrations of various types of work performed and are not necessarily all-inclusive. This position description is subject to change as the needs of the employer and requirements of the position change. Crown College reserves the right to change and/or eliminate any and all job duties as necessary.)

Be in agreement with the Crown College Statement of Faith and Community CovenantWorks well in a team environment consisting of technical and non-technical personnelExcellent customer service skillsAttention to detail and organizational skillsAbility to manage time and prioritize tasksAbility to learn and adapt to changeAbility to manage multiple projects in a fast-paced, deadline-driven environmentStrong self-starter and ability to work independentlyComprehensive knowledge of end user workstation hardware and softwareExperience with network cablingComprehensive knowledge of computers and networkingKnowledge and experience with wireless networking systemExperience with Microsoft Windows Server and Linux Knowledge of TCP/IP-based networks and network security PHYSICAL DEMANDS: The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sit for extended periods of timeTo have hand and arm (or equivalent) dexterity adequate to allow for extensive use of a keyboard for data entryTo talk and hear with enough proficiency to allow for communicating with co-workers and customers by phone or in personTo have adequate vision to accommodate frequent viewing of computer screensBe able to frequently lift and/or move up to ten (10) pounds and infrequently lift or move up to 25 poundsBe able to work in an environment with moderate or loud noise levels as circumstances ariseBuilding and installing cabling in tight and closed locationsWork with equipment that may require the ability to lift up to 50 pounds MINIMUM QUALIFICATIONS: Bachelors degree or associated technical training 5 years experience in the IT field 1 year customer service experience PREFERRED QUALIFICATIONS (in addition to the above minimum qualifications): Bachelors degree in a related IT degree At least 5 years experience in the IT field within Higher Education Experience in a customer support role in Higher Education NON-DISCRIMINATION POLICY