Systems Support Administrator

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 the 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 an inherent requirement of this role.

This position will be 95% work from home. The other 5% will be in person when needing to attend an event, visit a school or customer, or work from the local Pearson office location for a specific purpose.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:

• 2 Primary Laptops and up to 10 “Test” Devices/Peripherals
• 4 External Monitors
• Additional hardware to support the requirements of multiple primary computers and test devices

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

• Headset (required)
• Keyboard (required)
• Mouse (required)

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 (workstation and server), Chrome
  
  OS and Chrome
  
  OS Flex operating systems, laptop computers, Chromebooks, Apple iPads and printers
• Administer and troubleshoot all apps on Google Workspace and Microsoft 365 and Azure environment
• 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
• Possess knowledge and hands on experience with many, if not most of the following:
  • Microsoft Azure (365, Entra , Exchange, SharePoint, Virtual Machines)
  • 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 2016, 2019, 2022)
  • Microsoft SQL
  • Google Cloud Directory Sync (GCDS)
  • Google Workspace Plus for Education
  • Google Voice
  • Google Chrome Management
  • Hardware and Software Configuration and Troubleshooting
  • DNS, DHCP, SMTP, SFTP and Other Services
  • File and Print Services
  • IIS Web Servers
  • Multifunction Print Devices
  • Powershell Scripting

Knowledge and experience of the above…