Systems Administrator (SA)

Position Summary System Administrator 1st Tier:

Network Administrators are the onsite, eyes on the ground resource for Umbrella Managed Systems. This position is the face of Umbrella to many of our clients? userbase. This position will be performing regularly scheduled visits and holding monthly appointments with client contacts; with the goal of becoming an expert on the client?s environment and workflow. This position has a proactive nature of work, setting and verifying standards, alignment, and documentation across multiple environments. While interacting with clients, it is important for this role to assist in user training, helping clients see the value in standardization, as well as promoting effective interaction with the other departments at Umbrella.

At Umbrella, we seek to add only ideal team players who can flourish in our culture and embody the characteristics of our Core Values:

Be Humble:

Umbrella team players are humble. They lack excessive ego or concerns about status. Humble people are quick to point out the contributions of others and slow to seek attention for their own. They share credit, emphasize team over self and define success collectively rather than individually.

Be Hungry:
Umbrella team players are hungry. They are always looking for more. More things to do. More to learn. More responsibility to take on. Hungry people almost never have to be pushed by a manager to work harder because they are self-motivated and diligent. They are constantly thinking about the next step and the next opportunity.

Be (People) Smart:
Umbrella team players are smart. They have common sense about people. Smart people tend to know what is happening in a group situation and how to deal with others in the most effective way. They have good judgment and intuition around the subtleties of group dynamics and the impact of their words and actions.

Essential Functions & Responsibilities:

• Be a champion of standardization, understanding impact on both Umbrella and our clients
• Create, document, and maintain a recurring schedule of appointments and meetings
• Observe and interact with our clients userbase with the intention to understand their workflow and identify their recurring issues
• Redirect, relay, and hand-off client?s issues to the correct Umbrella department
• Conduct standardization audits and alignment checks on client environments, log your results, and provide technical feedback, according to Umbrella policy
• Maintain a professional appearance, interactions, and relationships while onsite
• Set and manage expectations of clients on both your schedule, and their technical environment.
• Understand how the technical environment affects the client?s users? performance and how that performance can have impact on their businesses essential functions and profitability
• Perform onsite, eyes-on tasks requested by other Umbrella departments
• Respond to escalations and questions from team members
• Log time, travel, and expenses accurately and timely, according to Umbrella policy
• Create, correct, and update documentation across all tools
• Attend and have input at various team huddles, meetings, and company forums
• Be flexible and willing to help other Umbrella departments and team-members, we succeed and fail as a group
• Participate in Umbrella company initiatives and activities. Be part of the Umbrella Way
• Continuous work to improve yourself, and others, both technically and professionally as expected by management
• All other tasks, tickets, or projects as requested by management

Placement Criteria:

• Minimum of a AS, BS, or certifications in a related discipline and 3-5 years of related technical support experience or a suitable combination of education and relevant experience; Certifications preferred but, not required;
• Extensive knowledge of commonly-used concepts, practices, and procedures within information technology support in a Windows environment, including but not limited to:
• Intermediate knowledge of Windows Server Technology and Microsoft OS and Office products;
• Intermediate knowledge of TCP/IP, network routing, firewall functions (NAT), including basic understanding of common protocols such as HTTP(S), RDP, DNS, SMTP, etc.
• Understanding of concepts such as Active Directory, Virtualization, VOIP, DNS, DHCP, etc
• In depth understanding of computer hardware and troubleshooting
• Ability to prioritize workflow and organize diverse material and ability to handle multiple, competing and changing priorities; ability to perform effectively without supervision and within established time limits and ongoing deadlines;
• Ability to interact effectively and professionally, provide exceptional service, internally and externally at all times.

All team members are expected to exhibit exemplary customer service skills, both with external customers, vendors, visitors, co-workers, and leadership. Written and verbal communication skills should be concise and effective. You should aspire to excellence in both work and customer service and should show courtesy to all they encounter while representing the Umbrella. You are expected to maintain an air of professionalism in interpersonal relationships and personal grooming, exercise confidentiality concerning the affairs of the business. You will be expected to exhibit a willingness to learn, problem solve and help team members while openly and actively participating in Umbrella Way

Umbrella Managed Systems views each of these traits as performance indicators, and employee appraisals reflect each of these attributes as an element of performance upon which employees are rated.

Physical Demands

While performing the duties of this position the employee is regularly required to sit and talk and hear. The employee is regularly required to use hands to finger, handle or feel and reach with hands and arms. The employee is required to stand, walk, and drive or ride in a motor vehicle. The employee must occasionally lift and/or move up to 50 lbs. Must have the ability to travel, sometimes with short notice and be able to provide after-hours support and weekend implementation as needed.