Systems Engineer/Help Desk Support

The Systems Engineer is primarily responsible for the design, implementation, maintenance, and security of the organization's technology infrastructure, including on-site servers, endpoint devices, network hardware, cloud services, and backup systems. This is a remote position working an afternoon-to-evening shift (2:00 PM – 9:00 PM) with on-campus presence required twice per year for hands-on infrastructure work, planning sessions, or other duties that cannot be performed remotely. Beginning at 5:00 PM, this role also serves as the primary point of contact for Help Desk support, assisting students and faculty with technical issues during evening hours when regular Help Desk staffing is unavailable. The Systems Engineer also provides day-to-day direction to the Junior Systems Administrator and helps shape how the organization plans, tests, and rolls out system updates.

Duties and Responsibilities

Systems Engineering & Infrastructure:

• Update Management: Plan, apply, and validate updates/patches for on-site servers, desktop PCs, and laptops, coordinating remote deployment and verification.
• Network Devices: Configure, maintain, and troubleshoot network devices, including switches, wireless access points (APs), and firewalls, remotely where possible.
• Cloud Administration: Administer and support the Microsoft Azure and Microsoft 365 environments (identity, licensing, security policies, mail, storage, and collaboration tools), and Google Workspace.
• Backup Management: Manage the organization's backup infrastructure using Veeam, including configuring backup jobs, monitoring completion, and performing regular restore/recovery testing to verify data integrity.
• Architecture & Testing: Help architect and continuously improve the organization's approach to patch management, change control, and update testing — including establishing testing environments, rollout schedules, and rollback procedures.
• Documentation: Maintain accurate documentation of infrastructure, configurations, and standard operating procedures.
• Monitoring: Monitor system health, security alerts, and performance remotely and proactively address issues before they impact users.

Team Leadership:

• Task Direction: Assign, prioritize, and direct the daily workday tasks of the Junior Systems Administrator, who performs on-site hands-on work as needed.
• Quality Review: Review the Junior Systems Administrator's completed work for quality and adherence to standards.
• Mentorship: Provide mentorship and technical guidance to help develop the Junior Systems Administrator's skills.

Help Desk Support (After 5:00 PM):

• Call Triage: Answer and triage Help Desk calls and tickets from students and faculty during evening hours.
• Remote Troubleshooting: Troubleshoot hardware, software, account/login, and connectivity issues for end users remotely.
• Ticket Documentation: Document all support interactions in the ticketing system, including resolution steps and follow-up needs.
• Escalation: Escalate unresolved or complex issues appropriately and hand off open items to the daytime team as needed.

Required Education & Experience

Required Education:

• Education: Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent work experience).

Required Experience:

• Experience: 3+ years of progressively responsible experience in systems administration/engineering, including server, endpoint, and network device management.
• Certifications (a plus, not required):
  • Microsoft Certified: Azure Administrator Associate
  • CompTIA Network+ or Security+
  • Veeam Certified Engineer (VMCE)

Competency:

• Cloud Platforms: Hands-on experience administering Microsoft Azure and Microsoft 365.
• Backup & Recovery: Experience with Veeam (or comparable enterprise backup software), including backup validation/restore testing.
• Networking: Working knowledge of switches, wireless access points, and firewalls (configuration and troubleshooting).
• Remote Support: Strong customer service skills and the ability to communicate technical information clearly to non-technical users (students and faculty) over the phone or remote session.
• Prioritization: Demonstrated ability to prioritize and manage competing demands, especially during the evening Help Desk overlap window.
• Leadership: Prior experience directing or mentoring junior staff preferred.
• Independence: Ability to work independently and reliably in a remote environment with minimal on-site supervision.

Working and Environmental Conditions

This is a fully remote position. The employee must maintain a reliable, secure home-office setup with sufficient internet connectivity to perform system administration and Help Desk duties. On-campus presence is required twice per year for hands-on infrastructure work, planning meetings, or other activities that cannot be completed remotely; additional on-campus visits may be requested for major projects, onboarding, or emergency situations.