IT Systems Administration Associate

Status: Full-Time, Exempt

Location:  Philadelphia, PA

Application Deadline: Applications will be reviewed on a rolling basis.

For consideration, please our Job Center at https://www.afsc.org/job-center to submit your Cover Letter and Resume to the online application in addition to answering the Application Questions. 

SUMMARY OF PRINCIPAL RESPONSIBILITIES 

The IT Systems Administration Associate will assume responsibility for providing high-level IT Helpdesk technical support services to the AFSC (locally in the Philadelphia office and remotely for staff around the world), including managing tickets through our helpdesk support system, troubleshooting issues, maintaining workstations and servers, and providing support to AFSC network and communication technology. The role will proactively resolve tier II support requests relating to devices, networking, file management, security, user account management, and advanced troubleshooting. 

The IT Systems Administration Associate will also help ensure the confidentiality, availability, and integrity of the AFSC network and information systems, and monitor and act upon security threats made against all AFSC technology infrastructure. They will be part of the AFSC IT security team, which plans for and responds to all IT security issues in the organization. This role is responsible for helping administrate and maintain the AFSC’s physical servers, storage, switches and cabling, communications infrastructure, remote access systems, firewalls, and networking equipment. They will work on backup and restoration processes for AFSC sites and servers, as well as patching and updating of AFSC endpoints.

 They will provide backup support for the IT Operations Manager, Information Security Manager, and Director of Online Engagement. This position is part of the emergency IT support team and will be expected to provide out-of-local business hours emergency support when needed. This position also works with IT Director on creating proposals and project plans for AFSC IT and IT security projects.

ESSENTIAL FUNCTIONS/RESPONSIBILITIES: The key responsibilities of the IT Systems Administration Associate include the following:

1. Proactively apply advanced troubleshooting skills to solve support requests in the IT ticketing system.

 2. Manage and prioritize assigned IT Helpdesk tickets in a timely manner to ensure successful resolution of inquiries. Support IT Operations Manager and IT Systems Operations Associate(s) in the management of helpdesk operations. 

3. Leadership role in IT Helpdesk support group, supporting Systems Operations Associate(s), IT Operations Manager, and other IT Helpdesk staff with troubleshooting and successful resolution of escalated tickets. 

4. Membership in the AFSC IT security team, which plans, implements, and maintains network, software and device security for AFSC infrastructure and organizational information systems.

5. Membership in the emergency IT support team – commitment to provide out-of-business hours emergency support when needed.

6. Monitor, investigate and rectify any security threats made against the AFSC network.

7. Help configure, maintain, and support AFSC servers including domain controllers and application servers, as well as all storage arrays including those hosting virtual servers, backups, databases, and media asset management systems.

8. Help configure, maintain, and support firewalls, switches, routers, wireless access points, and all other network and server infrastructure.

9. Work with the Director of Information Technology on proposals for capital expenditures for major AFSC IT and IT security projects.

10. Assist Director of Online Engagement with AFSC web security and administration, domain renewals, SSL certificates, and emergency support as needed.

11. Administration of the organization’s hypervisors, firewalls, and access points, patch management and updates, backups and restoration, and physical networking equipment.

12. Provide training, documentation, and engage in webinars on AFSC systems, software, and security for its end users.

13. Research and implement new technologies for use in the organization as needed.

14. Apply technical expertise about workstations, servers, peripherals, software, and networks to provide guidance and technical advice to US and international AFSC users, PYM, the AFSC board and various Friends Center tenants, regarding the acquisition, maintenance and upgrading of their networks, workstations, servers, and peripherals.

15. Research, recommend and work with vendors that sell networking equipment, servers, storage, and other technology products that are reliable, cost effective and maintainable.

16. Ensure IT support to the organization is provided within predefined service level agreements. 

MINIMUM QUALIFICATIONS

EDUCATION: Bachelor’s degree in Computer Science or Engineering preferred, or equivalent experience. Exceptional work experience may be accepted in lieu of a degree.

 EXPERIENCE:

1. Minimum 3 years’ experience of systems administration in an enterprise network, preferably multi-site.

2. Experience with hypervisors and virtual server management as well as firewall management.

3. Experience with Windows Server and Active Directory domain administration. Web development and database experience preferred (MySQL and PHP).

4. Experience supporting multilingual global users preferred.

OTHER REQUIRED SKILLS AND ABILITIES:

 1. Must possess good analytical skills and be able to resolve a wide variety of technical problems. Must be equally proficient in providing hands-on-keyboard and remote desktop support.

2. Must be willing to work from AFSC offices in Philadelphia and occasionally travel to other AFSC offices as needed.

3. Willingness to work outside of local business hours to service support requests and provide emergency support as needed. Must be willing to work under considerable pressure and come in after hours to fix network, computer, or communications system issues.

4. Clear oral and written communication skills – must be comfortable conversing and corresponding with staff around the world who do not speak English as their primary language.

5. Proven ability to collaborate with staff and partners from diverse backgrounds, to identify the requirements of their events and projects, and to patiently explain complex concepts and policies.

6. Demonstrate ability, willingness, and judgment to work independently, take initiative and self-start projects that add value to the organization, set priorities and meet deadlines.

7. Good organizational skills, discipline, and ability to work with minimal supervision. Must show initiative in problem solving—a good self-starter. 

8. Must be able to advise, train, support, and work with a diverse group of individuals.

9. Must be user-oriented.

10. Be able to work under pressure, make and meet commitments.

11. Commitment to Quaker values and testimonies. Understanding of and compatibility with the principles and philosophy of the American Friends Service Committee including non-violence and the belief in the intrinsic worth of every individual.

12. Understanding of and commitment to the principles, concerns, and considerations, of AFSC regarding issues of race, class, nationality, religion, age, gender and sexual orientation, and disabilities. Demonstrated ability to work and communicate with diverse staff.

COMPENSATION: Salary Range (IT Admin II $58,197 – $78,654) –Exempt – Comprehensive medical and hospitalization plan; term life, accident and salary continuation insurances, defined benefit pension plan, plus fringe benefits; participation in unemployment and worker’s compensation and social security. 

The American Friends Service Committee is an Affirmative Action/Equal Opportunity Employer. Qualified persons are encouraged to apply regardless of their religious affiliation, race, age, sex, gender identity, sexual orientation, or disability. 

The AFSC’s Central Office and some of its offices in the U.S. are unionized workplaces. This position is represented.

The AFSC Maintains a deep commitment to a mandate of care for our staff and communities, and thus requires vaccination for COVID-19; as well as adherence to social distancing, masking, and office occupancy protocols.

The American Friends Service Committee is a smoke-free workplace.