IT Systems Administrator I

Company: North Carolina State University

Job Location: Raleigh, NC

Category: Network/System Administrator

Type: Full-Time

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr.ncsu.edu/.

Essential Job Duties: This role is a critical component of the Wilson College of Textiles IT team, reporting directly to the Director of IT. The Systems Administrator will be responsible for providing high-level technical support, managing a varied endpoint environment, overseeing critical infrastructure, and driving automation initiatives to enhance efficiency and service delivery. This is an excellent opportunity for a proactive and detail-oriented individual to make a significant impact within a dynamic academic setting.

Key Responsibilities:

• 1. Endpoint Management (25%):
  • Comprehensive Endpoint Lifecycle Management: Oversee the full lifecycle management of Windows, macOS, and Linux endpoints in a hybrid on-premise and cloud environment. This includes provisioning, deployment, configuration, maintenance, and decommissioning.
  • Strategic Cloud-First Migration: Play a key role in the ongoing migration towards a cloud-first endpoint management environment. Manage and optimize the deployment of faculty, staff, and loaner devices via Microsoft Intune, while actively planning and executing the expansion of Intune management to research lab devices, student lab devices, and other university-owned endpoints.
  • Operating System Compliance & Support: Ensure that all University-owned computers within the Wilson College of Textiles are running supported operating systems. For any documented exceptions, develop and maintain a clear plan for long-term support and eventual migration. Adhere strictly to endpoint compliance frameworks and policies set forth by the central University IT office (OIT).
  • Software Asset Management (SAM) & Compliance: Collaborate with end-users to identify and inventory software installed on all University-owned computers. Verify software licenses, ensure security compliance, and meet other regulatory or institutional metrics.
  • Application Packaging & Deployment: Expertly package and manage application deployments across macOS and Windows environments using tools such as Microsoft Configuration Manager (SCCM), Microsoft Intune, and Jamf Pro.
• 2. Configuration Management (25%):
  • Strategic Configuration Development: Actively participate in the review and refinement of a comprehensive configuration management strategy for Windows, macOS, and Linux computers across the Wilson College of Textiles. Focus on ensuring security, sustainability, and supportability of all configurations.
  • Tool Utilization: Leverage and manage existing configuration management tools including Group Policy, Puppet, Microsoft Intune, SCCM, and Jamf Pro to maintain consistent and secure endpoint configurations.
  • Documentation & Standardization: Ensure that all configuration services and policies are meticulously documented, including version control and change logs, to facilitate knowledge transfer, troubleshooting, and audit compliance.
• 3. Automation & Scripting (25%):
  • Workflow Automation Development: Design, develop, and implement strategies to automate routine IT workflows and processes for both internal IT services and external user-facing services.
  • API & AI Tool Integration: Integrate and leverage API and AI tools (such as Node-RED and potentially large language models like ChatGPT) directly into automation processes to streamline operations. Focus on automating workflows within our ticketing system (Zendesk), communication platform (Slack), and other supported systems.
  • Scripting & Tool Proficiency: Proficiently utilize scripting languages (e.g., PowerShell, Python, Bash) to create, manage, and troubleshoot robust automation scripts.
  • Automation Documentation: Ensure all developed automations are thoroughly documented, including their purpose, functionality, dependencies, and troubleshooting steps.
• 4. Windows Server & Containerized Web Infrastructure Management (15%):
  • Windows Server Management: Manage, maintain, and enhance 4-5 virtual Windows server environments primarily utilizing VMware for virtualization. This includes patching, monitoring, performance tuning, and troubleshooting to ensure high availability and optimal performance.
  • Containerized Web Infrastructure: Manage, maintain, and enhance the Wilson College of Textiles' website infrastructure, primarily leveraging Docker for containerization. This includes deployment, scaling, monitoring, and troubleshooting of web services, ensuring reliable performance even with typical web loads.
  • WordPress Environment Support: Provide technical support and collaborate with the Business and Technology Applications Analyst to maintain and improve the WordPress environment, ensuring high availability and optimal performance.
• 5. Tier 3 User Support & Service Desk Management (10%):
  • Provide expert Tier 3 technical support: Act as the primary escalation point for complex and time-critical technical issues, assisting the IT Support Specialist and student technician team.
  • Deliver comprehensive user consultations: Engage directly with faculty, staff, and students within the Wilson College of Textiles to understand their needs and provide tailored systems support and solutions.
  • Ensure timely resolution of user concerns: Proactively address and resolve technical issues, prioritizing based on impact and urgency, and maintaining clear communication with users throughout the process.
  • Contribute to Service Improvement: Collaborate with the Director of IT to continually refine and develop standard operating procedures (SOPs) to ensure high-quality service delivery and an exceptional customer experience.
  • Develop and leverage service analytics: Design, implement, and maintain analytics and intelligence on ticketing and customer experience metrics using Zendesk (or similar ITSM platform). Specifically, track and report on key metrics such as First Response Time and User Satisfaction to continuously improve service delivery. Utilize this data to identify trends, pinpoint areas for improvement, and inform strategic decisions regarding service desk operations.
• Other Work/Responsibilities: Other duties as assigned.
• Minimum Experience/Education: Bachelor's degree with one - two years of relevant experience; or an equivalent combination of education, training and relevant experience.
• Required Qualifications:
  • Proficiency in Windows, Windows Server, & macOS administration and troubleshooting.
  • Proven experience with Microsoft Intune and JAMF Pro for cloud-based endpoint management.
  • Proven experience with Microsoft Configuration Manager (SCCM) and Group Policy for on-premise endpoint management.
  • Experience with workflow automation concepts and tools (e.g., Node-RED, API integrations).
  • Experience providing Tier 3 technical support in a professional environment.
  • Experience with application packaging using the Powershell Application Deployment Toolkit.
• Preferred Qualifications:
  • Previous experience working in an IT role within a university or academic setting.
  • Practical experience with Docker for deploying and managing applications.
  • Experience using IT Service Management (ITSM) platforms, specifically Zendesk.
  • Scripting skills in one of the following: PowerShell, Python, Bash.
  • Experience in creating thorough and clear technical documentation.
• Required License or Certification: N/A