System Administrator

Evergreen Goodwill•Seattle, WA

13d•Hybrid

About The Position

The System Administrator is the Level 3 escalation point for the service desk, resolving complex end-user, endpoint, and application issues that Level 1 and Level 2 cannot close, while performing administrative work that supports store and corporate users. The role is suited to an experienced helpdesk or desktop support technician ready to own difficult tickets, establish team standards, and develop toward systems engineering. The position also has hands-on responsibility for infrastructure projects, design and operational standards, automation, security within its domain, backup and disaster recovery verification, vendor and asset management, and mentoring technicians and engineers. The role supports 24 retail locations and participates in scheduled maintenance windows and an on-call rotation. This is a hybrid position based at the Seattle Administration location, with three days in the office and two remote. The position reports to the Sr. Manager, IT Services. The stated salary band is $65,000–$73,000.

Requirements

At least 3 years of helpdesk, desktop support, or service desk experience, including experience handling escalated or Tier 2/3 tickets.
Strong Windows 10/11 troubleshooting skills across operating systems, applications, drivers, and peripherals.
Working knowledge of Active Directory and Microsoft 365 administration, including users, groups, mailboxes, licensing, and basic Group Policy.
Experience with endpoint management and remote support tools such as Intune, SCCM/ConfigMgr, or similar.
Networking fundamentals, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting from the endpoint side.
Basic scripting skills for routine tasks; PowerShell preferred.
Clear written communication and a habit of documenting work for others to follow.
Good judgment about what can be resolved independently and what should be escalated to Systems Engineering.
Bachelor's degree in computer science, information technology, or a related field, or equivalent professional experience; demonstrated work carries more weight than credentials.

Nice To Haves

Experience supporting multi-site or retail environments, including point-of-sale systems.
Exposure to Entra ID, SSO, conditional access, or MFA tooling.
Experience with ticketing, asset management, and knowledge base platforms.
Familiarity with Windows Server, virtualization, or backup tools.
Experience training or mentoring other technicians.
Relevant certifications such as CompTIA A+, Network+, or Security+, or Microsoft 365 or Endpoint Administrator certifications; equivalent practical experience is also accepted.

Responsibilities

Own tickets escalated from Level 1 and Level 2, drive them to resolution, and document root causes and fixes in the knowledge base.
Troubleshoot complex Windows endpoint, application, printing, and peripheral issues, including issues affecting multiple users or sites.
Handle user onboarding and offboarding; administer Active Directory and Microsoft 365 accounts, group membership, passwords, MFA resets, and license assignments.
Manage endpoints using device management tools, including imaging and deployment, software packaging, patch compliance, and policy assignment.
Provide remote support to 24 retail locations, including point-of-sale systems, store devices, and local connectivity; coordinate on-site work when needed.
Identify recurring issues and trends, propose fixes, and escalate infrastructure problems to Systems Engineering with clear, documented handoffs.
Mentor Level 1 and Level 2 technicians, review ticket quality, and write troubleshooting guides and runbooks.
Support infrastructure and identity projects through end-user rollout, testing, and communication.
Participate in scheduled maintenance windows and an on-call rotation.
Set and document build, configuration, and operational standards for the systems team.
Review designs and significant changes before production, define production-readiness criteria, and hold infrastructure work to those criteria.
Work within enterprise architecture and change management standards and help shape those standards.
Lead infrastructure projects, including virtualization migration, identity rollout, endpoint modernization, and store technology deployment.
Design and build infrastructure hands-on and automate configuration management, provisioning, and infrastructure-as-code where appropriate.
Own security posture within the role's domain, including patching discipline, access models, hardening standards, and vulnerability response.
Own backup, restore verification, and disaster recovery testing, and verify that restores work.
Manage vendor relationships for platforms and hardware in the role's domain, including evaluation and selection input.
Own asset standards and lifecycle planning, including related budget input.
Improve systems engineering team capability through review, standards, and teaching.
Mentor Level I and II engineers and explain what is required to reach the next level.
Document work so others can carry it forward.