Systems Engineer II

Reporting to the AVP of IT Operations, the Systems Engineer II serves as an escalation point for complex IT incidents and service requests, owning and resolving high-priority, high-impact tickets that require advanced technical analysis. This role provides advanced troubleshooting across operating systems, end-user devices, applications, and network connectivity, performing root cause analysis and implementing long-term solutions to prevent recurring incidents. The Systems Engineer II communicates effectively with end users, leadership, and technical teams throughout incident resolution and collaborates with infrastructure, security, and application teams to coordinate issue resolution and ongoing system support. In addition, the position provides clear technical guidance to non-technical staff, develops and maintains technical documentation and knowledge base articles, follows and reinforces incident, problem, and change management best practices, and supports secure on-site and remote end-user environments in compliance with HIPAA and organizational security policies.

Responsibilities

• Analyze, troubleshoot, and resolve complex technical issues across end-user systems, applications, and network services
• Manage escalated incidents from initial assessment through resolution, ensuring minimal disruption to business operations
• Accurately document issues, resolutions, and procedures within ticketing systems and knowledge bases
• Effectively communicate technical information to non-technical users and business stakeholders
• Prioritize and manage multiple concurrent issues in a fast-paced support environment
• Collaborate cross-functionally with IT teams to restore services and improve support outcomes
• Apply organizational policies, security standards, and regulatory requirements, including HIPAA, during all support activities
• Provide guidance and technical direction to non-technical support staff as needed
• Support secure remote access technologies and end-user productivity tools
• Participate in continuous improvement efforts related to service delivery, documentation, and support processes, The pay range listed represents the company's good faith estimate of the salary or wage range for this position at the time of posting, as required under applicable law. Actual compensation will be based on a variety of factors, including a candidate's relevant experience, education, skills, and internal equity relative to other employees in similar roles. Candidates with less directly related experience may be placed toward the lower end of the range, while those with extensive or specialized experience may be placed toward the higher end. Market conditions and budget considerations may also influence final pay decisions.

Do you have experience in Phone communication?, Do you have a High school diploma or GED?, * 1-3+ years' experience working with technology, preferably in a customer-facing position

• High School diploma/GED
• Office 365 knowledge
• Microsoft Teams knowledge a plus
• SharePoint knowledge a plus
• Exceptional verbal and written communication skills with ability to effectively communicate complex technical information to customers, team members, and company employees across organization.
• Consistent application of business etiquette in all communication, including face-to-face, email, and phone interactions with customer end users, POD members, internal stakeholders, and C-level employees.

Valuing Diversity

We are committed to excellence in diversity, equity, and inclusion, while simultaneously creating a culture that supports those values. We believe the differences we bring enhance our ability to provide exceptional service and care to diverse children, families, and communities. Moreover, diversity, equity, inclusion, and belonging align with our values and our mission to help vulnerable children and their families build permanent, positive change.

Pulled from the full job description

• 403(b) matching
• Tuition reimbursement
• 403(b)
• AD&D insurance
• Vision insurance
• Dental insurance
• Disability insurance, In addition to the chance to make a lasting impact on the lives of the youth we serve, The Home for Little Wanderers offers competitive salaries and a comprehensive benefits package including:
• Generous time off including up to 15 days per year for new full-time employees, plus 11 holidays, and 5 sick days
• Health, Dental and Vision Insurance available
• Extensive training to new staff
• Tuition reimbursement of up to $2,400 per fiscal year
• 403(b) Retirement Plan with employer match
• Employer paid Long-term and Short-term Disability Insurance, plus Basic Life and AD&D Insurance
• And more!

When you join The Home for Little Wanderers, you join a team of professionals dedicated to creating better, brighter futures for kids. For over 200 years, The Home for Little Wanderers has helped build stable lives and hopeful tomorrows for vulnerable children and their families. Our 25+ community-based and residential programs serve thousands of at-risk youths from birth to age 26. Many of these children have experienced abuse, neglect, trauma, or a disrupted family life. As the oldest child welfare agency in America, we provide them with safe surroundings, permanent loving relationships, and a secure path toward a better, brighter future. To learn more about the incredible impact our employees have on the lives of children and families, click here: https://www.youtube.com/watch?v=DXedSArtYbg