Service Desk System Administrator

Our Story:

Crisis Prevention Institute Inc. (CPI) is the worldwide leader in evidence-based de‑escalation and crisis prevention training and dementia care services. Our programs teach professionals the skills to recognize, prevent, and respond to crises in the workplace. Since 1980, we’ve helped train more than 17 million people within service‑oriented industries including education, health care, behavioral health, long‑term care, human services, security, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security of everyone. We believe the power of empathy, meaningful connections, personal safety, and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning.

The Service Desk System Administrator (SDSA) is a CPI Service Desk team member responsible for being a Subject Matter Expert (SME) in CPI technology systems. The SDSA ensures the reliability, security, support, and stable operation of CPI’s systems, cloud, and networking infrastructure. The SDSA will also act as a senior‑level point of escalation within the Service Desk (SD) team and maintain escalated incident tickets.

This role will require an automation‑first mindset and deep knowledge of endpoint environments using Microsoft Intune.

• Drive continuous improvement and modernization of Microsoft Intune, including leading the migration from System Center Configuration Manager (SCCM) to Intune with support for Autopilot and White Glove deployment processes.
• Serve as the highest escalation point within the Service Desk team, providing expert‑level troubleshooting and support for cybersecurity, networking, operating systems, application software, and other technology services.
• Manage and maintain an assigned set of critical enterprise technology systems, ensuring they adhere to organizational compliance and operational requirements.
• Proactively identify recurring issues and implement long‑term solutions, leveraging automation and best practices to enhance system reliability.
• Develop and maintain technical documentation on newly implemented systems, configurations, and processes to ensure operational consistency.
• Monitor, mitigate, identify, troubleshoot, document, and correct issues related to cybersecurity, networking, systems, and other technology services within the Information Technology Infrastructure Library (ITIL) framework.
• Analyze incident trends to drive problem management initiatives, ensuring systemic issues are resolved at the root cause level.
• Assist in the change‑management processes, ensuring smooth deployment of system updates, patches, and upgrades with minimal disruption to end users.
• Perform other position‑related duties as assigned.

• Bachelor’s Degree or equivalent experience in Technology Services or related field
• Two years or more of experience in a Service Desk or related Information Technology field
• Two years or more of experience working as a Windows system or network administrator
• Two years or more of experience administering virtualized environments in an enterprise business setting
• Two years or more of experience supporting an enterprise network with business‑critical applications
• Experience working with Microsoft Intune for endpoint and mobile device management, including SCCM migration, Autopilot, and White Glove support
• Experience working with a broad range of technologies, including Windows server and desktop OS, Service Now ITSM, cybersecurity products including email hygiene and anti‑malware products, Active Directory, VMware or other virtualization technologies, Azure or other cloud technologies, LAN/WAN networking technologies, remote access VPN, VDI, and Microsoft Office 365
• Experience working in project management and running technology‑based projects
• Experience troubleshooting hardware, networking, and software‑related issues
• Knowledge of scripting languages (e.g., Power Shell)
• Knowledge and understanding of ITIL principles
• Attention to detail & strong troubleshooting skills
• Ability to analyze and resolve issues by…