IT Infrastructure Administrator

DCI Donor Services (DCIDS) is looking for a dynamic and enthusiastic team member to join us to save lives!! Our mission at DCIDS is to save lives through organ and tissue donation, and we want professionals on our team that will embrace this important work!! We want people to join our team in the role of IT Associate Infrastructure Administrator. The IT Associate Infrastructure Administrator supports the day-to-day operation, administration, security, and maintenance of DCIDS technology infrastructure, including servers, networks, cloud services, endpoint platforms, and telecommunications systems. This role serves as an escalation point for technical support issues and performs routine infrastructure administration under established standards and procedures. The position requires broad working knowledge and ongoing technical development across systems, networking, telecommunications, cloud services, infrastructure security, and security monitoring.

COMPANY OVERVIEW AND MISSION

For over four decades, DCI Donor Services has been a leader in working to end the transplant waiting list. Our unique approach to service allows for nationwide donation, transplantation, and distribution of organs and tissues while maintaining close ties to our local communities.

DCI Donor Services operates three organ procurement/tissue recovery organizations: New Mexico Donor Services, Sierra Donor Services, and Tennessee Donor Services. We also maximize the gift of life through the DCI Donor Services Tissue Bank and Sierra Donor Services Eye Bank.

Our performance is measured by the way we serve donor families and recipients. To be successful in this endeavor is our ultimate mission. By mobilizing the power of people and the potential of technology, we are honored to extend the reach of each donor’s gift and share the importance of the gift of life.

We are committed to diversity, equity, and inclusion. With the help of our employee-led strategy team, we will ensure that all communities feel welcome and safe with us because we are a model for fairness, belonging, and forward thinking.

Below are some of the key accountabilities/qualifications this position will hold:

• Infrastructure Support & Administration

• Administer and support assigned servers, infrastructure systems, cloud services, network components, and telecommunications platforms.

• Perform routine system and infrastructure configuration, maintenance, patching, upgrades, and troubleshooting in accordance with established procedures and standards.

• Monitor infrastructure availability, performance, and alerts and respond to identified issues.

• Install, replace, label, document, and troubleshoot assigned infrastructure hardware, including network, server, telecommunications, and related site equipment.

• Support infrastructure changes and deployments at new and existing locations, including staging, implementation, testing, validation, documentation, and operational handoff.

• Maintain accurate system, network, configuration, inventory, asset, and operational records, including assigned configuration items and change records within the organization’s IT service management platform.

• Coordinate with vendors, service providers, site contacts, and internal IT teams to support installations, maintenance, outages, troubleshooting, testing, and escalation follow-up.

• Support infrastructure and connectivity at assigned office and remote locations, coordinating onsite and remote activities as needed.

• Network & Telecommunications Support

• Troubleshoot network connectivity, wireless, VPN, DNS, DHCP, and related infrastructure issues.

• Assist with the configuration and maintenance of switches, wireless infrastructure, firewalls, and other network components within assigned authority.

• Administer and troubleshoot routine telecommunications functions and services, including phones, extensions, voicemail, call routing, connectivity, call quality, and related VoIP services.

• Systems & Cloud Administration

• Assist with administration and maintenance of Windows Server, Active Directory, Microsoft 365, virtualization, cloud services, endpoint-management platforms, backup systems, and other assigned infrastructure technologies.

• Perform routine account, group, access, authentication, and system configuration activities within assigned authority.

• Troubleshoot server, application, endpoint, and cloud-service issues escalated from technical support.

Technical Support & Escalation

• Investigate and resolve escalated incidents requiring infrastructure-level troubleshooting or administrative access, including issues involving endpoints, applications, accounts, servers, networks, telecommunications, and related systems.
• Escalate complex or specialized issues to System Administrators, Network & Telephony Engineers, Information Security personnel, vendors, or IT leadership as appropriate.
• Develop troubleshooting procedures and knowledge articles, and provide technical guidance and knowledge transfer to help IT Support staff resolve issues at the appropriate support level.

Information Security & Operational Support

• Maintain systems and infrastructure in accordance with established security, configuration, access, and change-management requirements.
• Assist with vulnerability identification and remediation, patching, endpoint protection, security logging and monitoring, backup verification, and other assigned technical security activities.
• Review assigned system and security alerts, perform initial investigation and troubleshooting, and escalate potential information security events in accordance with established procedures.
• Support technical investigation, containment, recovery, and remediation activities during operational or information security incidents.
• Gather and maintain technical evidence and records in support of security assessments, audits, vulnerability management, control validation, recovery testing, and remediation activities.

Continuous Improvement & Development

• Identify recurring technical issues and recommend improvements to systems, documentation, automation, or support processes.
• Participate in cross-training and hands-on technical development to expand proficiency across systems, networking, telecommunications, cloud services, infrastructure security, and security monitoring.
• Maintain knowledge of relevant technologies, technical standards, security practices, and industry trends.

Other related job duties as assigned Qualifications Education and Experience

• Associate’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.

• Minimum of 3 years of hands-on IT support or infrastructure experience.

• Experience troubleshooting Windows endpoints, user accounts, applications, networking, and common infrastructure services.

• Prior experience or hands-on exposure to server administration, networking, Microsoft 365, cloud services, infrastructure security, or telecommunications preferred.

• Experience in healthcare, nonprofit, or other regulated environments is a plus.

• Certifications

• Relevant IT certifications preferred, such as CompTIA A+, Network+, or Security+; Microsoft; Cisco; or equivalent certifications.

Technical Skills

• Strong knowledge of Windows operating systems and common enterprise applications.

• Working knowledge of Windows Server, Active Directory, Group Policy, and Microsoft 365 administration.

• Working knowledge of networking fundamentals, including TCP/IP, DNS, DHCP, VLANs, wireless networks, and VPN technologies.

• Working knowledge of ITSM and ITOM concepts and tools, including incident, change, configuration, asset, and service-management practices; experience using ServiceNow preferred.

• Working knowledge of infrastructure security concepts and practices, including vulnerability management, endpoint protection, secure configuration, security logging and monitoring, incident response, and initial review of authentication, endpoint, network, and system activity.

• Understanding of identity and access management concepts, including account lifecycle, least privilege, multifactor authentication, privileged access, and secure administrative practices.

• Familiarity with virtualization and cloud infrastructure.

• Familiarity with VoIP and enterprise telecommunications technologies.

• Working knowledge of endpoint management, software deployment, patching, infrastructure monitoring, and backup technologies.

• Ability to troubleshoot issues across endpoints, applications, systems, networks, and telecommunications services.

• Key Competencies

• Strong troubleshooting, analytical, and problem-solving abilities.

• Effective communication with technical and non-technical stakeholders.

• Ability to work independently within established authority, exercise sound technical judgment, and recognize when issues require specialized escalation.

• Ability to prioritize and coordinate multiple incidents, service requests, maintenance activities, and project assignments.

• Strong attention to detail and technical documentation.

• Commitment to customer service and continuous improvement.

• Demonstrated interest and ability to develop proficiency across multiple infrastructure disciplines.

• Physical Traits

• Sits, stands, bends, walks, and works in office areas, equipment rooms, and network closets.

• Communicates effectively verbally and in writing.

• Uses computers, hand tools, testing equipment, ladders, and related technology equipment.

• Lifts and carries technology equipment weighing up to 50 pounds, with assistance when appropriate.

Work Environment

• Hybrid work model with a combination of remote and onsite responsibilities based on operational, project, and maintenance needs.
• Onsite presence is required for activities such as hardware installation, infrastructure deployments, network upgrades, telecommunications configuration, and emergency response.
• Standard office conditions when onsite, including extended periods working at a computer.
• May require scheduled after-hours work and participation in an on-call rotation for critical maintenance, outages, or incident response.
• Travel to DCIDS locations may be required to support infrastructure installations, maintenance, and troubleshooting.

New employees must have their first dose of the COVID-19 vaccine by their potential start date or be able to supply proof of vaccination.

We offer a competitive compensation package including:

• Up to 176 hours of PTO your first year
• Up to 72 hours of Sick Time your first year
• Two Medical Plans (your choice of a PPO or HDHP), Dental, and Vision Coverage
• 403(b) plan with matching contribution
• Company provided term life, AD&D, and long-term disability insurance
• Wellness Program
• Supplemental insurance benefits such as accident coverage and short-term disability
• Discounts on home/auto/renter/pet insurance
• Cell phone discounts through Verizon

You will receive a confirmation e-mail upon successful submission of your application. The next step of the selection process will be to complete a video screening. Instructions to complete the video screening will be contained in the confirmation e-mail. Please note - you must complete the video screening within 48 hours from submission of your application to be considered for the position. DCIDS is an EOE/AA employer – M/F/Vet/Disability.