Summary
Under the direction of the AVP of IT, performs a full range of duties to manage and maintain the information technology applications, systems, and infrastructure for My Community Credit Union (MCCU).
The Systems Administrator I is responsible for working with Operations, Operations Support, Lending, Collections, Finance, and other departments to coordinate cases, issues, and other support responsibilities as needed to define and implement solutions that will meet business needs while determining how to streamline and improve current processes. This role has the responsibility to support the CU at a Tier 3 level of support with a focus on expanding into the more technical and engineering portion of the Credit Union.
This role has responsibility for ensuring that the tools and systems for user interaction and system access employ proper security processes, structure, policy and profile across all systems with a major emphasis on the Microsoft suite of tools. This role includes installation, configuration, and maintenance of systems hardware and software, user security and profile management, server and environment management, and enterprise system management.
This individual will take an active day-to-day proactive role in working with MCCU’s Third Party Partners to support the AWS environment, optimize MCCU’s servers, systems and environment architecture and adhere to establishing systems management standards which result in reliable, secure, and highly available systems, servers and security.
In this high visibility role, the System Administer I is responsible for effective communication to all levels of the organization. Collaboration is required to work with managed services partners on planning to optimize capacity, space and computing capability; update and patch management; efficient use of MCCU environments, security, process improvement and projects to support IT Initiatives.
Work Environment
- This is an on-site position
- Secondary Point of Contact for the Credit Union's AWS environment
- Secondary Point of Contact for the Credit Union's Microsoft 365 environment
- Create, maintain, and troubleshoot automation scripts in the CU’s Windows environment
- Maintain and administer the Call Center Suite of Systems: RingCentral & NICE CXOne environment
- Maintain and administer the SharePoint & OneDrive environment
- Manage and administer off-site M365 backups
- Demonstrate and utilize excellent verbal and written communication skills emphasizing communication of technical information to non-technical personnel.
Essential Functions & Responsibilities
- Supervisor Duties
- As Systems Administrator I, you will be responsible for managing the Helpdesk team and providing onsite guidance and assistance. This includes timely completion of tickets, ensuring the Helpdesk is growing as a team, and taking the extra step to bridge the knowledge gap in complex technical issues.
- The ability to motivate or influence others is a material part of the job, requiring a significant level of diplomacy and trust. Obtaining cooperation (internally and/or externally) is an important part of the job.
- Responsible for training and ensuring the help desk has the skills to efficiently on-board new workstations and staff.
- Administration
- Responsible for managing user, group, and computer accounts in Active Directory (AD), Active Directory and Single Sign-On Application Integration, and manage Group Policy Objects (GPOs) throughout the Active Directory (AD) enterprise, and Self-service Portal Administration in conjunction with our Third-Party IT Vendor.
- Management and administration responsibilities for hardware and virtualized Windows servers, SSL Certificate Administration and renewals, Entra Enterprise Application Certificate renewals, ensuring smooth Windows IIS operations, server aging analysis, and reporting together with the Third-Party IT Vendor.
- Manage employee change and HR requests for name changes, promotion, transfers, onboarding, and offboarding including but not limited to user and email setup, logins, printer setup, telephone setup etc.
- Responsible for coordination with the Third-Party IT Vendor to ensure support and documentation for server capacity management and planning, for space utilization, resource utilization, and network bandwidth utilization.
- Responsible for the management, administration and maintenance of the physical surveillance system and associated servers along the Third-Party IT Vendor.
- Perform scheduled cleanups & audits on various IT systems to maintain strong security posture
- Responsible for technical documentation, run-books, systems architecture diagrams, maintenance procedures, and reporting related to systems, environments, and servers.
- Work with our Third-Party IT Vendor to develop standard operating procedures for common technical issues. Maintain IT department technical documentation and support ticket system.
- Security
- Responsible for managing and administering Microsoft M365, Conditional Access Policies, AD Connect, eDiscovery, Defender, DLP policies, Autopilot, Intune, Microsoft Security Policy, Microsoft Authenticator Integration, and Proofpoint/Exchange Administration to ensure dependable and secure endpoint operation.
- Manage operating system and application computer images and the automation of deployment of new workstations and phones. Manage the cell phone and Apple business manager accounts to complement Intune usage and security.
- Use best practice techniques and utilize physical security, SIEM, XDR, email security, anti-virus and Microsoft platform tools to monitor all user endpoints and proactively resolve problems.
- Work with Security and IT Auditors to identify and remediate issues. Plan and implement changes to the systems environment, independently and with our Third-Party IT Vendor, to satisfy deficiencies identified through audits.
- Document all actions taken to resolve identified security issues. Assist with the configuration of Security Tools and platforms to ensure proper identification.
- Support
- Provide Tier 3 support for escalated tickets for the entire Credit Union.
- Assist the Helpdesk and Application Support teams with escalated issues as needed.
- Provide on-call weekend support as needed.
- Ensures timely user notification of maintenance requirements and effects on MCCU System and Infrastructure availability.
- Consistently demonstrates organizational acumen in providing management and operational areas with timely information regarding MCCU System and Infrastructure service needs and interruptions.
- Troubleshoot hardware and software issues in person, remotely and via phone, independently and with our vendor partners.
Performance Measurements
- Project Delivery – 90% adherence to schedule within MCCU Scope of Activity
- Server patch and Security Management – 90% adherence Process
- Security – 90% adherence to Policy
- Support - 90% adherence to appropriate SLAs
Knowledge And Skills
- Experience
- Three to five years of similar or related experience.
- Education
- (1) A four-year college degree preferred or two-year college degree (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.
- Skills
- Experience with AWS technologies
- Experience with Microsoft 365 tools, technologies, and platform
- Experience with Fortinet SDWAN, MFA, Conditional Access, Meraki, and Firewalls
- Knowledge of Apple technologies such as iOS and Mac operating systems
- Experience with Genetec, Halo ITSM Administration
- Experience with Proofpoint, Datto, Auvik, Ring Central, and Sophos
- Knowledge of Fortinet SDWAN and firewalls
- Knowledge of Genetec Administration
- Experience with Veeam and backup methodologies
- Prioritize outstanding issues and manage user expectations
- Escalate high-priority issues using established guidelines
- Effectively provide technical support within established KPI’s and SLA’s
- Manage patch management and security vulnerability maintenance
- Manage antivirus control software and security updates.
- Desirable but not required
- Knowledge of banking applications such as Symitar, CFM, ITC, Synergy etc.
- Experience with Apple & Google Developer policies
- Five years of progressive responsibility in an enterprise applications and infrastructure support role
- Proficient in scripting languages such as PowerShell, Python, etc.
Physical Requirements
- Constantly repeating motions that may include the wrists, hands and/or fingers. This includes but may not be limited to keyboarding, writing, and setting up computer hardware.
- Constantly remaining in a stationary position, often sitting for prolonged periods.
- Occasionally adjusting or moving objects up to 75 pounds for various needs.
- The person in this position constantly communicates in person and in writing with members, managers, and colleagues. Must be able to exchange accurate information in these situations.
- The ability to observe details at close range to assess the accuracy, neatness, and thoroughness of the work assigned.
This Job Description is not a complete statement of all duties and responsibilities comprising the position.
