Summary:
The Systems Administrator (SA) is responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software, SaaS products and related infrastructure. This individual participates in technical research and development to enable continuing innovation within the infrastructure. This individual ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational values, enabling staff, volunteers, and partners. 
 
This individual is accountable for the following systems: Systems that support Shedd’s infrastructure; Systems that support Shedd’s enterprise applications; Responsibilities on these systems include SA engineering and provisioning, operations and support, maintenance and research and development to ensure continual innovation. 
 
Essential Duties and Responsibilities include the following. Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 

• Demonstrate commitment to Shedd’s vision, mission and values.
• Provide level 2 application/OS support for Shedd’s enterprise applications, such as Tessitura ticketing CRM, Office 365, and Atlassian Jira/Confluence 
• Provide infrastructure support at datacenter, as well as on-premises, in conjunction with Shedd’s remote managed services provider for server and network hardware at datacenter, as well as on-premises 
• Provide level 1 escalation for managed service provider 24x7 
• Provide support outside of regular business hours for both planned and unplanned projects, upgrades, troubleshooting, and outages 
• Research, implement, document, and support SaaS products 
• Maintain uptime statistics for identified key systems 
• Design and Support solutions leveraging cloud services 
• Assist in user-level configuration of Tessitura ticketing CRM 
• Assist in the design of new server/application/storage/network environments 
• Assist in developing and implementing IT solutions to Shedd’s strategic goals 
• Install, maintain and document application software and upgrades across all systems, including custom and 3rd party solutions 
• Create and maintain documentation for Shedd’s knowledgebase 
• Consistently document work in work ticketing system 
• Review logs and alerts on at designated intervals, including non-business hours, for priority 1 and 2 issues.
• Identify and escalate critical infrastructure problems to the proper management teams 
• Maintain Shedd’s compliance standards 
• Adhere to Shedd’s Change Review process 
• Perform other duties as assigned 

 
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
Education:
B.S. in a related field or the equivalent combination of education, experience and training from which comparable skills can be acquired. 
 
Experience:  

• Minimum of 2 years experience in Information Technology (4 years preferred)
• Proficiency with:
  • Microsoft Windows Server 2016 and 2019 
  • Active Directory 
  • IIS 
  • Office 365 Administration 
  • Microsoft Azure 
  • Microsoft SharePoint 
  • Atlassian Products (Jira / Confluence / Bamboo) 
• Working knowledge of:
  • SQL Server 2014/2016/2019 
  • Ubuntu Linux 
  • CRM and ticketing systems
• Experience configuring and troubleshooting a variety of software packages including Antivirus, Antispam, Backup, and business software (CRM and Office365) 
• Experience designing and implementing infrastructure environments comprised of server and storage components to support new application platforms 
• Functional knowledge of core protocols such as TCP/IP, SSH, SMTP, LDAP, and DNS 
• Experience interacting with 3rd party support and consultants 

Special Skills: 

• Ability to learn quickly and to communicate technical issues to non-technical personnel 
• Must have strong customer-service background and excellent communication and problem-solving skills 
• Must be able to maintain effective relationships with users at all levels.
• Must be able to positively interact with a diverse customer base 
• Must be able to lift heavy computer equipment (not more than 60 pounds)