IT System Administrator

Summary

The IT Systems Administrator is responsible for the administration, support, and continuous improvement of the organization's core infrastructure, including network, server, virtualization, unified communications, and call center platforms. This role provides advanced technical support across LAN/WAN/WLAN environments and is responsible for supporting enterprise phone systems, Microsoft Teams Phone, and Genesys contact center services. The position works closely with infrastructure engineers, service desk teams, vendors, and business stakeholders to ensure secure, reliable, and highly available technology services.

Primary Responsibilities

• Assist in the design, installation, configuration, administration, and ongoing support of companywide LAN, WAN, WLAN, server, storage, virtualization, unified communications, and call center systems.
• Monitor infrastructure and network performance, ensuring optimal configuration of interfaces, VLANs, QoS, routing protocols, and high-availability solutions.
• Assist in securing infrastructure systems from internal and external threats, including intrusion, malware, and service disruptions.
• Participate in the development, testing, and maintenance of high-availability and disaster recovery technologies and procedures.
• Administer and support enterprise phone systems, including VoIP and softphone platforms integrated with Microsoft Teams Phone.
• Manage phone system configuration including user provisioning, phone numbers, extensions, call routing, auto-attendants, hunt groups, call queues, voicemail, and emergency calling.
• Provide administrative support for contact center platforms such as Genesys, including users, roles, skills, queues, routing policies, schedules, and IVR configurations.
• Provide support for conference room Collaboration and AV design and support
• Support call center reporting, dashboards, and analytics related to call volume, service levels, and system availability.
• Provide third-level support for escalated infrastructure, unified communications, and call center issues and assist lower-level support teams as needed.
• Troubleshoot complex issues involving networking, voice, video, SIP, SBCs, telecom carriers, Audio/Video Conferencing and SaaS platform integrations.
• Work with vendors and service providers to resolve technical issues, manage services, and support system implementations.
• Maintain accurate system documentation, network diagrams, call flows, and configuration standards.
• Research, evaluate, and recommend new technologies that improve system reliability, performance, and business outcomes.
• Execute special projects and perform other duties as assigned by the Director of IT Infrastructure.
• Consistently demonstrate behaviors aligned with the company's core values, policies, and service expectations.
• Always demonstrate behaviors consistent with those of the Company's Core Values

Key Competencies

• Strong ability to learn, adapt, and apply new technologies
• Excellent troubleshooting, analytical, and problem-solving skills
• Strong verbal, written, and interpersonal communication skills
• Ability to effectively prioritize work and manage multiple tasks
• Customer-focused mindset with commitment to service excellence
• Ability to translate business requirements into technical solutions

People Management

None

Work Environment

This position operates primarily in a professional office environment with routine use of computers, networking equipment, and mobile devices.

Physical Demands

• Ability to lift and carry up to 50 pounds
• Prolonged periods of sitting and working at a computer
• Occasional driving

Expected Hours of Work

This is a full-time position. Work hours may vary and may occasion