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Job Summary Administers, manages, designs, documents, and evaluates network systems. Creates and maintains network documentation. Ensures compliance with hardware and software standards and works to improve equipment procedures and processes. Administers and maintains routers, switches, network security devices, and management systems. Provides complex technical, analytical, and professional services related to program and member services, office operations support, and problem resolution.

Primary Duties Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. These duties and responsibilities will be rated on the Annual Performance Review.

• Design, implement, and maintain mission-critical network infrastructure, including all servers, routers, bridges, switches, modems, cabling, and Internet service providers.

• Maintain network systems and applications to the highest standards of security and availability.

• Maximize network reliability by monitoring performance, troubleshooting network problems, and scheduling maintenance and upgrades.

• Install and maintain contract data in primary and third-party applications, and provide technical support and training to team members.

• Coordinate with the IT Manager to back up all local systems, file directories, and applications.

Additional Responsibilities

• Install, test, maintain, and upgrade network servers, including all patches, service packs, hot fixes, hardware, and software.

• Manage Windows Server 2019 and 2022 environments, including deployment, configuration, and management, as well as VMware ESXi hosts, vCenter Server, virtual machines, and clusters.

• Utilize Office 365 and tools to streamline workflow, enhance productivity, and manage network connectivity, including VPN (tunneling) and Terminal Service connections.

• Design, configure, install, and maintain network infrastructure, including servers, routers, switches, modems, cabling, and Internet service providers.

• Establish and maintain network users, directories, and security, responding to user needs and questions related to access and resources.

• Manage system backups, verify backups, routinely test file restoration and disaster recovery procedures, and monitor server event logs daily.

• Research, evaluate, and recommend new technologies, making project plans for infrastructure improvements and coordinating departmental software implementation as needed.

• Supervise IT Service Desk staff, ensuring adherence to procedures, managing incoming tickets, creating reports on system availability, and ensuring 100% SLA compliance.

• Negotiate contracts and coordinate activities with hardware, software, telecommunications, and training vendors to meet organizational objectives.

• Engage in ongoing training for skill development, including security issues and mandatory corporate or funding source training, with occasional local and out-of-state travel required.

• Perform other responsibilities as assigned.

Qualifications: Education, Experience, and Certification(s)

• Required: Bachelor's degree in IT or related field or equivalent experience (2 years) to bachelor s degree.

• Strong administrative experience managing Microsoft 365

• Hands-on experience with VMware products like VMware vSphere, VMware ESXi, VMware Workstation, and VMware vCenter. In addition, required minimum 5 years plus of applicable work experience in maintaining network systems at the highest standards for security.

• Hands-on tuning and troubleshooting experience required.

• Technical experience in designing, building, installing, configuring, and supporting Windows servers and desktop operating systems required.

• Hands-on experience with Cisco firewalls (such as Cisco ASA, Firepower, or Cisco Secure Firewall) is crucial.

Knowledge, Skills, and Abilities

• Effective internal and external customer relations skills; ability to participate in and respond effectively to sensitive inquiries, negotiations, complaints, and team activities.

• Ability to communicate clearly, concisely, and effectively both orally and in writing.

• Must possess training skills to communicate technical information to non-technical users.

• Expert knowledge of Cisco routers and switches, with excellent troubleshooting and customer service skills.

Physical DemandsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, use their hands and arms, and climb or balance, as well as stoop and kneel. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 75 pounds. Specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work EnvironmentWhile performing the duties of this job, the employee is occasionally exposed to outside weather conditions. The noise level in the work environment is usually quiet to moderate.

What We Offer – for Benefit Eligible Employees May Include:Because ServiceSource hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

• Health coverage for you and your family through Medical, Dental, and Vision plans

• Financial protection with 100% company paid Disability, Life, Accidental Death & Dismemberment insurance

• A 403(b)-Retirement plan in which the company matches dollar for dollar on a generous percentage matching up to 3% of your contribution

• Tax advantages through Flexible Spending and Health Savings accounts that allow you to pay for specific healthcare and dependent care expenses with pre-tax dollars

• To help you manage your work and life needs, we offer an Employee Assistance Program, Wellness Program, and Tuition Assistance

• A generous paid time-off program in which the benefits increase based on your tenure with the company

  ServiceSource is committed to hiring and retaining a diverse workforce and building an inclusive workplace. We are an Equal Opportunity and Affirmative Action Employer, making employment decisions without regard to a person’s race, color, religion, sex (including pregnancy, sexual orientation, gender identity and transgender status), national origin, age (40 or older), veteran status, disability, or any other protected class. We are an E-Verify Employer and a drug-free workplace. Pre-employment background checks are required for all employment positions.

PAY TRANSPARENCY POLICY STATEMENT:

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information