System Administrator

Reports to: Sr. Manager, IT Services
Band: $65,
Location: Seattle Administration, Hybrid - 3 days in office, 2 remote

We are hiring a System Administrator to serve as the Level 3 escalation point for our service desk. You will resolve the most complex end-user, endpoint, and application issues that Level 1 and Level 2 can't close, and handle the admin-level work that keeps our stores and corporate users productive. This is a strong fit for an experienced helpdesk or desktop support technician who is ready to own the hardest tickets, set the standard for the team, and build toward a systems engineering career.

• Own tickets escalated from Level 1 and Level 2, drive them to resolution, and
  document root cause and fixes in the knowledge base
• Troubleshoot complex Windows endpoint, application, printing, and peripheral issues,
  including problems that span multiple users or sites
• Handle day-to-day account and access work - user onboarding and offboarding,
  Active Directory and Microsoft 365 accounts, group membership, password and MFA
  resets, and license assignment
• Manage endpoints through device management tooling: imaging and deployment,
  software packaging, patch compliance, and policy assignment
• Provide remote support to 24 retail locations, including point-of-sale, store devices,
  and local connectivity issues, and coordinate on-site work when needed
• Identify recurring issues and trends, propose fixes, and elevate infrastructure
  problems to Systems Engineering with clear, well-documented handoffs
• Mentor Level 1 and Level 2 technicians, review ticket quality, and write troubleshooting
  guides and runbooks
• Support infrastructure and identity projects with end-user rollout, testing, and
  communication
• Participate in scheduled maintenance windows and an on-call rotation

• Set the build, configuration, and operational standards the systems team works to. Write them down
• Review designs and significant changes before they reach production
• Define what "production-ready" means for infrastructure work, and hold work to it
• Work within enterprise architecture and change management standards, and help shape them

• Lead infrastructure projects: virtualization migration, identity rollout, endpoint modernization, store technology deployment
• Design and build, hands-on. This is not a review-only role
• Automate at the level of the environment, not just your own tasks - configuration management, provisioning, and infrastructure-as-code where it earns its place

• Own security posture within your domain: patching discipline, access model, hardening standards, and vulnerability response
• Own backup, restore verification, and disaster recovery testing. Prove the restores work

• Manage vendor relationships for platforms and hardware in your domain, including evaluation and selection input
• Own asset standards and lifecycle planning, and the budget input that follows from them

• Raise the capability of the systems engineering team through review, standards, and teaching
• Mentor Level I and II engineers, and be explicit with them about what reaching the next level requires
• Document your work so someone else can carry it

• 3+ years of helpdesk, desktop support, or service desk experience, including time
  handling escalated or Tier 2/3 tickets
• Strong Windows 10/11 troubleshooting skills across OS, applications, drivers, and
  peripherals
• Working knowledge of Active Directory and Microsoft 365 administration — users,
  groups, mailboxes, licensing, and basic Group Policy
• Experience with endpoint management and remote support tools (Intune,
  SCCM/Config…