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

The Massachusetts Teachers’ Retirement System (MTRS) is the pension plan for the Commonwealth’s public-school educators. The plan provides retirement, disability, and survivor benefits to more than 71,000 recipients and maintains and services retirement accounts for over 102,000 active members and 35,000 inactive members.

Our agency mission is to ensure that members of the MTRS achieve and maintain a successful and secure retirement through responsible benefits administration, financial integrity and the provision of outstanding services.

GENERAL STATEMENT OF DUTIES

The System Administrator administers, monitors, and supports the agency's enterprise infrastructure and cloud environments, ensuring system availability, security, and performance for approximately 125 staff members. This position works closely with the Chief Technology Officer and senior technical staff.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Cloud & Virtualization Infrastructure

· 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.

Microsoft 365 & Collaboration

· 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.

Vendor Management & Coordination

· 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.

Security & Compliance

· 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.

Documentation & Knowledge Management

· 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.

End-User & Helpdesk Support

· 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.