IT Network & System Administrator (Contract-to-Permanent)

About the role

The Massachusetts Teachers' Retirement System (MTRS) is the pension plan for the Commonwealth's public-school educators, providing retirement, disability, and survivor benefits to more than 71,000 recipients and maintaining service accounts for over 102,000 active members and 35,000 inactive members. Our agency mission is to ensure that members achieve and maintain a successful and secure retirement through responsible benefits administration, financial integrity and the provision of outstanding services.

Responsibilities

• Administer and support Citrix DaaS environment, including session management, image updates, and user access
• Support Nutanix hyperconverged infrastructure (HCI) including cluster health, VM management, and storage
• Work with vendors to perform routine maintenance, patching, and capacity planning across all platforms
• Administer Microsoft 365 tenant including Exchange Online, SharePoint, Teams, OneDrive, and Intune
• Manage Teams Phone including user provisioning and troubleshooting
• Maintain Azure Active Directory / Entra ID, conditional access policies, and licensing
• Serve as a primary point of contact for managed service and technology vendors including Citrix, AWS, CrowdStrike, Teams Phone, and Nutanix
• Open, track, and escalate vendor support tickets to resolution
• Hold vendors accountable to SLAs and communicate status updates to leadership
• Evaluate vendor performance and provide recommendations for contract renewals or changes
• Support CrowdStrike Falcon endpoint detection and response platform
• Assist with vulnerability management, patch compliance, and security monitoring
• Participate in IT security reviews, audits, and policy development
• Ensure systems align with agency security policies and applicable compliance frameworks
• Create and maintain technical documentation for all supported systems, configurations, and procedures — this is a core expectation of the role
• Develop and update runbooks, standard operating procedures (SOPs), and network/system diagrams
• Contribute to a centralized knowledge base to support team continuity and succession planning
• Provide Tier 2/3 technical support for escalated helpdesk issues
• Support onboarding and offboarding of staff including account provisioning, hardware setup, and access management
• Assist junior staff with troubleshooting guidance and knowledge sharing

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field required. Relevant professional experience and industry certifications are highly valued and may be considered in evaluating candidates
• 5-7 years of hands-on IT experience in systems administration, infrastructure support, or a closely related technical role
• Demonstrated hands-on experience administering Citrix DaaS and Desktops in a production environment, including FSLogix profile management
• Proven experience managing AWS cloud infrastructure (EC2, S3) in an enterprise or production setting
• Working knowledge of Nutanix HCI, including cluster administration and VM lifecycle management
• Hands-on experience with Microsoft 365 administration including Exchange Online, Teams, Intune, and Entra ID
• 2+ years of direct vendor management experience, including SLA tracking, ticket escalation, and vendor accountability in a production environment
• Strong understanding of networking fundamentals including DNS, DHCP, TCP/IP, VPN, and firewall concepts
• Familiarity with endpoint security platforms (CrowdStrike preferred)
• Ability to create and maintain clear technical documentation, runbooks, and SOPs
• Excellent problem-solving, communication, and writing skills, including the ability to explain technical concepts to non-technical audiences
• Ability to work independently and manage competing priorities in a small team environment
• Adheres to Commonwealth of Massachusetts EOTSS security guidelines, standards, policies, and procedures
• Maintains the confidentiality and security of highly sensitive data

Preferred Qualifications

• Experience with Helpdesk platforms
• Experience with Dell WYSE devices
• Experience administering the WYSE environment
• Experience working in public sector, financial services, or regulated environments
• AWS Certified Solutions Architect - Associate or Professional
• Citrix Certified Associate – Virtualization (CCA-V)
• Nutanix Certified Professional (NCP)
• Microsoft Certified: Microsoft 365 Administrator (MS-102)
• CompTIA Security+, Network+, or equivalent industry-recognized certifications

Pay & Schedule

• Hourly Rate: $50-$55/hour (based on experience)
• Location: Massachusetts Teachers' Retirement System, 500 Rutherford Ave., Charlestown, MA 02129
• Schedule: Generally Monday through Friday, 8:00 AM to 4:00 PM (30-minute lunch) or 7:45 AM to 4:00 PM (45-minute lunch). This position should not exceed 37.5 hours per week and may require an occasional flexible schedule.
• On-site Requirement: Required to report to the office five days per week for the first 90 calendar days
• Contract-to-Permanent: This contract position is designed as a pathway to permanent, full-time employment. Candidates who demonstrate strong performance and reliability during the first 90 calendar days will be actively considered for conversion to a full-time role.

Benefits (upon conversion to full-time)

• Enrollment in the State Employees' Retirement System
• Health and dental insurance
• Paid leave and paid holidays

Application Process

Interested applicants must apply online through MassCareers at https://massanf.taleo.net/careersection/ex/jobsearch.ftl?ftlcompclass=LoginComponent. Applicants are required to submit a cover letter and résumé to Chief Human Resources and Legal Affairs Officer within the MassCareers portal. The cover letter must address why the applicant's background and training would make them a good fit for the position. Applicants who do not submit a cover letter will not be considered. Selected applicants will be invited to take a test designed to evaluate their technical support skills.

This response is AI-generated, for reference only.