System Administrator II

• Investigate and resolve complex desktop, laptop, peripheral, application, and connectivity issues escalated by Service Desk staff; maintain timely incident and request updates in ServiceNow.
• Serve as the Service Desk’s senior technical escalation point; coach technicians, share troubleshooting approaches, and provide hands-on assistance during high-impact incidents.
• Assist the Service Desk Supervisor with technical work prioritization, escalation coordination, and day-to-day continuity of support services; communicate recurring issues and service risks.
• Administer and troubleshoot enterprise endpoints; coordinate operating system and application updates, patch deployment, endpoint compliance, and remediation of identified security or configuration issues.
• Assist with updates, endpoint policies, patch schedules, software deployment packages, and remediation workflows; test changes and coordinate implementation with Infrastructure and Security.
• Support Windows and Microsoft 365 end-user services, including authentication, account access, collaboration applications, and workstation-to-service connectivity.
• Perform approved routine administration of Active Directory and related identity services, including account, group, policy, and access changes within assigned permissions.
• Partner with Infrastructure, Network, Security, and application teams to diagnose problems spanning endpoints and back-end services; document findings and coordinate handoffs or remediation.
• Support endpoint lifecycle activities, including device standards, provisioning, refreshes, inventory, deployment, and retirement across Windows and Apple devices.
• Provide advanced Apple device troubleshooting and assist Infrastructure and vendor partners with enrollment, application, connectivity, and security issues.
• Assist with implementation and operational rollout of CRL’s enterprise Apple device program, including Apple Business Manager, MDM enrollment, device configuration, app distribution, and support to the Service Desk.
• Support enterprise technology pilots, migrations, and upgrades; test support readiness, identify repetitive incidents, and recommend practical automation or service improvements.
• Create and maintain technical documentation, knowledge articles, configuration procedures, and cross-training materials that enable consistent first- and second-level support.
• Apply CRL security, privacy, change management, and access-control requirements; safeguard confidential company and client information and escalate suspected security issues promptly.
• Provide occasional direct user support and after-hours assistance when required for major incidents, planned changes, or business-critical activities; perform other duties as assigned.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.

Other duties as assigned, * Reaching, including above the shoulder

• Twisting
• Bending or stooping
• Squatting or crouching
• Kneeling
• Climbing
• Lifting up to 50 pounds
• Frequent walking to other departments

EQUIPMENT: All of CRL’s IT hardware and software systems.

GENERAL STATEMENT OF RESPONSIBILITY: Provide advanced desktop and endpoint support and perform approved systems administration activities. Serve as the senior technical resource for the Service Desk, bridging end-user support and Infrastructure while assisting the Supervisor with escalations, technical guidance, and service improvements., EDUCATION: Degree in Computer Science, Information Technology, or related field; equivalent relevant experience accepted

EXPERIENCE: Four years of hands-on enterprise systems administration, including direct responsibility for production server environments, virtualization, upgrades, and incident resolution..

SKILLS & ABILITIES:

• Strong troubleshooting knowledge of Windows desktops and laptops, Microsoft 365 applications, common business software, hardware, and peripheral devices.
• Working experience with Active Directory, Microsoft Entra ID, and enterprise endpoint management tools (such as Intune and NinjaOne); familiarity with Apple Business Manager and iOS/iPadOS administration.
• Practical understanding of TCP/IP, DNS, DHCP, VPN, wireless connectivity, and the relationship between endpoint and server-based services.
• Familiarity with Windows Server, virtualization, and common infrastructure services sufficient to investigate issues and collaborate effectively with system administrators.
• Experience with IT service management practices, including incident, request, problem, and change management; proficiency using ServiceNow or a comparable platform.
• Ability to manage escalated work independently, distinguish critical issues from routine requests, and communicate status and next steps clearly to users and technical partners.
• Ability to mentor coworkers and develop concise, reusable technical documentation without direct personnel-management responsibility.
• Demonstrated commitment to customer service, information security, teamwork, accountability, and continuous improvement.
• Ability to be at work and on time
• Ability and judgment to interact and communicate appropriately with other employees, clients and management

OTHER: Flexible work schedule; work outside of normal business hours, including weekends, may be required; this is an on-call position requiring use of wireless phone for after-hours contact.

The employer shall, in its discretion, modify or adjust this position to meet the company’s changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.

• denotes essential job function

An Equal Opportunity Employer

Pay Range: $85,000 - $150,000

Starting Pay Range: $85,000 - $105,000

Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement