About Evergreen Goodwill

Evergreen Goodwill of Northwest Washington is a 501(c)(3) nonprofit organization founded in 1923 that helps people get jobs across Northwest Washington by offering high-quality free job training, education and job placement. Goodwill empowers individuals to overcome barriers to working, by providing comprehensive support and connecting them with life changing job opportunities, ensuring they are career-ready and can support themselves and their families.

The organization employs over 2,000 people, operates five job-training centers, 23 nonprofit retail stores and more than 27 donation sites in King, Snohomish, Skagit, Whatcom and Kitsap Counties. Every day, Evergreen Goodwill connects people with the jobs, services and skills they need — because Jobs Change Lives. We are committed to creating and sustaining a culture of equity, diversity and inclusion (DEI) and are focused on creating a joyful, inclusive and successful organization.

System Administrator

Reports to: Sr. Manager, IT Services

Band: $65,000-73,000

Location: Seattle Administration, Hybrid - 3 days in office, 2 remote

Position Summary

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.

Key Responsibilities

Domain ownership

• 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 escalate 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

Standards and engineering practice

• 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

Infrastructure and modernization

• 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

Security and resilience

• 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

Vendor and asset management

• 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

Multiplication

• 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

Job-Specific Qualifications

• 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 ofActive Directory and Microsoft 365 administration — users,

groups, mailboxes, licensing, and basic Group Policy

• Experience with endpoint management and remote support tools (Intune,

SCCM/ConfigMgr, or similar)

• Networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi, and VPN troubleshooting from

the endpoint side

• Basic scripting for routine tasks — PowerShell preferred
• Clear written communication and a habit of documenting your work for others to

follow

• Good judgment about what you can resolve on your own and what needs to go to

Systems Engineering

Other / Preferred Qualifications

• Experience supporting multi-site or retail environments, including point-of-sale

systems

• Exposure to Entra ID, SSO, conditional access, or MFA tooling
• Experience with ticketing, asset management, and knowledge base platforms
• Familiarity with Windows Server, virtualization, or backup tools
• Experience training or mentoring other technicians
• Relevant certifications (CompTIA A+, Network+, or Security+; Microsoft 365 or

Endpoint Administrator) or equivalent practical experience

Minimum Education

Bachelor's degree in computer science, information technology, or a related field — or equivalent professional experience. Demonstrated work carries more weight than credentials.

Everyone Is Welcome

When you join Evergreen Goodwill, you join a truly vibrant community. We value the things that make us different and unique. From diverse international and ethnic backgrounds, to languages, identities, ages, orientations, and beyond, Evergreen Goodwill celebrates individual and cultural diversity.

Why work at Evergreen Goodwill?

A health plan that includes medical, dental, vision and prescription coverage

100% Employer-paid life, accidental death and dismemberment (AD&D), and long term disability insurance (for salaried employee)

Voluntary supplemental coverage for life, accident, illness, and short- and long-term disability

Flexible Spending Accounts (FSA) Plan

Roth and 403(b) Retirement Savings Plan program

Paid vacation, (9) holiday and sick time

Limited paid time off for Jury Duty and Bereavement Leave

Employee discounts

Employee referral bonus

Employee Assistance Program (EAP)

Mentorship Program

Career Advancement Opportunities

Paid Job Training

EEO Statement: Evergreen Goodwill of Northwest Washington is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, sex, national origin, age, disability, marital status, citizenship, military status, sexual orientation, gender identity, genetic information, veteran status, or other protected characteristics in accordance with applicable law. This policy applies to all aspects of employment, including hiring, compensation, benefits, and termination.

This document does not represent a contract of employment, and EGNW reserves the right to change this job description and/or assign tasks for the employee to perform, as EGNW may deem appropriate.