Position Summary:

Pearson Virtual Schools (PVS), is hiring a Systems Administrator, local to Baltimore Maryland, who will join the team who manages our School IT Services for our customers nationwide. Candidates should have practical experience in the support and administration of various IT services. We are looking for someone who has hands-on experience as well as the ability to manage and “get things done” in a highly technical environment. Professional customer service skills and independent troubleshooting capabilities are inherent requirements of this role.

This position does allow for a mix of office and work-from-home (Hybrid Model). In exchange, we require that employees have the appropriate means to work remotely, including adherence to our work-at-home policies regarding home office setup, including but not limited to privacy of records, technology standards, equipment standards, and expectations.

The following equipment will be provided to you by the company as a full-time employee:

• Laptop and phone

• Headset

The following equipment will need to be provided by you, as the employee, when working from home:

• 2nd monitor (required)

• Keyboard (preferred)

• Mouse (preferred)

Overall Responsibilities:

• Provide technical support and roll-out solutions in planning, coordination, design, configuration, implementation, upgrade, and ongoing maintenance/monitoring along with day-to-day management of most school staff and student technology and applications

• Assist with escalated school staff and student tech support issues as needed, resolving customer issues using proven troubleshooting techniques

• Assist with troubleshooting daily technical issues and other day-to-day tasks as required for both internal and external customers

• Administer and troubleshoot Windows operating systems (workstation and server), laptop computers, Apple iPads, Chromebooks, and printers

• Administer and troubleshoot all apps on Google Workspace and Microsoft 365

• Configure devices for school staff and students and ensure they have access to all required tools and resources

• Build, deploy, maintain, and manage servers running various services, including but not limited to, domain controllers, file and print, web, Linux, SharePoint, and DNS/DHCP

• Independently gather, evaluate, and assess key application functions as it relates to customer needs

• Provide mentoring to Service Desk teams supporting our customers

• Primary escalation point of contact for support desks, accepting requests through ticketing systems and other channels, such as email, IM, or in person

• Track and follow open tickets via multiple ticketing systems and other channels

• Regularly prioritize, communicate, and complete various tasks on multiple diverse projects

• Actively participate in conference calls and gather business requirements from stakeholders

• Resolve work collaboratively and effectively on team projects while demonstrating the ability to complete technical tasks on time and on target with minimal guidance

• Creating, documenting, and following standard processes and procedures

• Contribute to and maintain a knowledge base repository

• Other duties as assigned

Technical Capabilities & Proficiencies:

• Possess knowledge and hands-on experience with many, if not most of the following:

• Microsoft 365 (Azure Active Directory, Exchange, SharePoint, Office) *

• Microsoft Endpoint Manager (Intune and Autopilot) *

• Microsoft On-Prem Active Directory (User & Computers, Group Policy, Sites and Services, Domains and Trusts) *

• Microsoft Windows Workstation and Server Administration (Win 10, 11 - Ser 2008, 2012, 2016, 2019) *

• Google Cloud Directory Sync (GCDS aka GADS) *

• Google Workspace (G-Suite) including Gmail, Drive, Chat, Meet *

• Google Voice *

• Hardware and Software Configuration and Troubleshooting (HP, Dell, and Acer Laptops, Apple iPads, Chromebooks)

• DNS, DHCP, SMTP, SFTP, and Other Services

• File and Print Services

• IIS and Basic HTML

• Multifunction Print Devices

• Powershell Scripting

* (extensive hands-on experience and highly preferred)

Knowledge and experience of the above include, but are not limited to, day-to-day operational support, troubleshooting, provisioning, design, installation, configuration, administration, and maintenance.

Experience and Requirements:

• Bachelor’s degree in computer science or equivalent work experience

• Minimum of 3 years of experience in systems administration or equivalent in a large enterprise environment

• Able to work on call, evenings, and/or weekends when necessary

• Available 24x7 during critical outages of supported systems

• Ability to understand the technology and successfully integrate it into dynamic and diverse environments

• Ability to plan, prioritize and organize work schedules to maximize performance and meet real-time customer needs

• Excellent written and oral communication skills. Must be able to communicate clearly, concisely, and appropriately within a wide range of audiences.

• Ability to establish priorities, work independently, and proceed with objectives without supervision.

• Ability to switch gears when more pressing issues come and juggle multiple calls and projects simultaneously

• Excellent attention to detail

• Demonstrated ability to work in a fast-paced environment

• Customer focused approach

• High degree of flexibility

• Team player track record

• Ability to work remotely, if necessary

• Broadband Service at Home

• Ability to work from home in a secure and distraction-free environment

• Ability to work a hybrid workplace model

This position is eligible to participate in a sales incentive plan, and information on benefits offered is here.

Learning is the most powerful force for change in the world. More than 20,000 Pearson employees deliver our products and services in nearly 200 countries, all working towards a common purpose – to help everyone achieve their potential through learning. We do that by providing high-quality, digital content and learning experiences, as well as assessments and qualifications that help people build their skills and grow with the world around them. We are the world’s leading learning company. Learn more at pearsonplc.com.