Position Summary

The Systems Administrator is responsible for the administration, reliability, security, and continuous improvement of the organization's Microsoft 365 services and endpoint management environment. This role provides hands-on systems administration across Microsoft 365, Microsoft Intune, Windows endpoints, device compliance, patching, identity-related administration, and productivity platforms.

This position serves as a senior technical resource for escalated support needs, providing Level 3 guidance, troubleshooting, and knowledge transfer to the Service Desk team. The ideal candidate is highly organized, technically strong, customer-focused, and comfortable translating operational issues into durable processes, standards, automation, and documentation.

Key Responsibilities

Microsoft 365 Administration

• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, OneDrive, Microsoft Entra ID-related administration, security groups, distribution lists, mailboxes, and licensing.
• Manage user lifecycle activities including provisioning, deprovisioning, access changes, mailbox configuration, group membership, and license assignments.
• Troubleshoot complex Microsoft 365 issues involving desktop apps, web apps, collaboration tools, email flow, permissions, synchronization, and user experience.
• Monitor service health, message center updates, configuration changes, and operational impacts across the Microsoft 365 environment.
• Support Microsoft 365 governance practices, including standard configurations, access reviews, documentation, and administrative controls.
• Identify opportunities to improve adoption, reliability, supportability, and secure use of Microsoft productivity technologies.

Endpoint Management & Device Administration

• Administer and maintain Microsoft Intune and related endpoint management technologies for Windows, mobile, and other managed devices.
• Partner with Cybersecurity and GRC teams to configure and maintain device compliance policies, configuration profiles, application deployments, enrollment processes, baseline settings, and endpoint security settings.
• Manage device provisioning, deployment, replacement, retirement, and lifecycle standards in partnership with IT Operations and Service Desk teams.
• Support endpoint inventory, asset accuracy, hardware standards, device refresh planning, and lifecycle replacement initiatives.
• Troubleshoot escalated endpoint issues involving enrollment, policy application, application deployment, device compliance, profiles, certificates, and connectivity.
• Develop and maintain endpoint management documentation, standards, runbooks, and operational procedures.

Patch Management & Vulnerability Remediation

• Own end-to-end workstation patch management processes for Windows, Microsoft Office, and third-party applications.
• Deploy, validate, and monitor operating system updates, application patches, security updates, and remediation activities.
• Investigate and resolve failed patch deployments, compliance gaps, and recurring endpoint remediation issues.
• Partner with Cybersecurity and GRC teams to address vulnerability findings, compliance requirements, and remediation priorities.
• Maintain patching schedules, reporting, documentation, and evidence needed for operational and compliance review.

Level 3 Service Desk Guidance & Escalation Support

• Serve as a Level 3 escalation point for complex Microsoft 365, endpoint, workstation, application, identity, and collaboration issues.
• Provide technical guidance, coaching, and troubleshooting support to the Service Desk team to improve first-contact resolution and reduce recurring escalations.
• Create and maintain knowledge base articles, escalation procedures, support playbooks, and standard operating procedures.
• Participate in ticket review, root cause analysis, trend identification, problem management, and operational reporting activities.
• Translate recurring support issues into process improvements, automation opportunities, endpoint configuration changes, or user education materials.
• Maintain a strong customer-service orientation while ensuring timely, secure, and sustainable issue resolution.

Systems Administration & Operational Excellence

• Maintain reliable, secure, and well-documented systems administration practices across assigned Microsoft 365 and endpoint platforms.
• Support automation, scripting, reporting, and process improvement activities that improve efficiency and reduce manual operational effort.
• Collaborate with vendors, Cybersecurity, Infrastructure, and business stakeholders to resolve issues and advance operational maturity.
• Maintain accurate documentation, configuration records, support metrics, and operational dashboards as required.
• Participate in change management, incident management, and continuous improvement activities related to supported platforms.

Onboarding, Offboarding & Access Support

• Support technology onboarding and offboarding processes related to Microsoft 365 access, endpoint readiness, application deployment, and account lifecycle activities.
• Own coordination of resources to ensure new hire device readiness, software availability, user profile configuration, day-one productivity, and new hire orientation programs.
• Support equipment recovery, account deprovisioning, license reclamation, mailbox handling, and device cleanup during employee separations.
• Coordinate with internal stakeholders on special access, device, or collaboration requirements while maintaining security and operational standards.

Qualifications

• 5+ years of experience in Systems Administration, IT Operations, End User Computing, Desktop Engineering, or related technology roles.
• Hands-on experience administering Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, groups, licensing, and security-related administration.
• Hands-on experience with Microsoft Intune, endpoint management, Windows device configuration, application deployment, compliance policies, and device lifecycle support.
• Experience troubleshooting complex endpoint, Microsoft 365, collaboration, identity, and productivity application issues.
• Experience with workstation patching, endpoint compliance, vulnerability remediation, and related reporting.
• Demonstrated ability to provide technical escalation support, guidance, and documentation for Service Desk or support teams.
• Strong communication, documentation, organization, and customer-service skills.
• Ability to manage multiple priorities, solve problems independently, and work effectively with technical and non-technical stakeholders.

Preferred Skills

• Microsoft 365 Certified: Administrator Expert, Endpoint Administrator Associate, or equivalent certification.
• Experience with Microsoft Entra ID, conditional access concepts, MFA, SSO, group-based access, and identity lifecycle processes.
• Experience using PowerShell or automation to support Microsoft 365 and endpoint administration tasks.
• Experience with ITSM platforms such as Jira Service Management or similar ticketing and knowledge management tools.
• Knowledge of ITIL service management concepts, change management, incident management, and problem management.
• Experience supporting remote workforces.
• Familiarity with cybersecurity, GRC, endpoint protection, vulnerability management, and compliance practices.

Success Measures

• Microsoft 365 service reliability, configuration quality, and administrative effectiveness.
• Endpoint compliance, patching performance, and vulnerability remediation progress.
• Reduced repeat escalations through effective Level 3 guidance, root cause analysis, and knowledge transfer.
• Service Desk enablement through high-quality documentation, runbooks, and coaching.
• Ticket resolution quality, responsiveness, and user satisfaction.
• Asset and endpoint inventory accuracy.
• New hire readiness and onboarding satisfaction.
• Operational efficiency, process maturity, and continuous improvement contributions.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position.

** In accordance with CareQuest Institute for Oral Health’s Compliance Plan, all employees must conduct CareQuest Institute for Oral Health business and activities in accordance with applicable laws, regulations, professional standards and ethical standards and report potential compliance or ethical issues to CareQuest Institute for Oral Health’s designated Compliance Officer. **

CareQuest Institute for Oral Health’s Affirmative Action Program affirms our commitment to make reasonable accommodation for known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.