Senior IT Systems & Operations Administrator

The Opportunity

The Senior IT Systems and Operations Administrator is a dynamic technology leader who drives the performance, security, and reliability of COPA’s enterprise systems. Blending hands-on systems expertise with operational oversight, vendor strategy, procurement leadership, and onsite technical support, this role powers the infrastructure behind high-quality clinical and administrative care. As a trusted partner to leadership, the Senior IT Systems and Operations Administrator helps shape and elevate COPA’s IT capabilities—fueling innovation, efficiency, and exceptional service across the organization. 

The Company

Central Oregon Pediatric Associates (COPA) has been caring for kids and families in Central Oregon for over 50 years, building lifelong relationships and helping children thrive from newborns to teens. Our mission is to provide exceptional, right-fit care for kids at every age and stage, and our vision is to improve the health of all kids in our community. We do this in a welcoming, inclusive environment where collaboration, openness, play and accountability are part of how we care, not just what we do. At COPA, you’ll work alongside people who value kindness, teamwork, and earning families’ trust every single day.

The Job

Maintains an in-depth knowledge of principles, practices, standards, and techniques and demonstrates knowledge in accordance with COPA policies and procedures within pertinent laws and regulations in the following areas: 

IT Operations Ownership & Governance 

· Own the day-to-day management and continuous improvement of COPA’s IT operational framework.

· Develop, refine, and implement IT processes, standards, procedures, and best practices.

· Maintain governance over user access, permissions, and system configuration across M365, Azure/Entra ID, SharePoint, VOIP, and other key business systems.

· Oversee operational governance of COPA’s phone ecosystem, including soft-phone tools, VOIP platforms, call routing standards, and communication workflows.

· Lead operational planning and coordination for the organization’s transition from traditional phones to soft-phone-based communication, ensuring alignment with IT standards and user readiness.

· Evaluate organizational technology needs and recommend solutions, improvements, and strategic changes.

· Support the long-term plan to insource IT infrastructure by documenting processes, expanding internal capacity, and reducing reliance on managed service providers.

Vendor Management & Contract Oversight

· Serve as co-liaison to IT vendors, MSP partners, VOIP providers, ISPs, and software vendors.

· Monitor service levels, escalate issues, manage renewals, and evaluate vendor performance.

· Identify opportunities to transition appropriate functions from vendors to in-house operations.

· Coordinate technical escalations requiring external engineering or specialized support.

· Provide recommendations to leadership on vendor consolidation, replacement, or renegotiation.

Technology Procurement & Asset Lifecycle Administration

· Manage procurement of hardware, software, and licensing, including vendor quotes and purchasing recommendations.

· Maintain IT asset inventory, warranties, refresh cycles, and lifecycle documentation.

· Establish and maintain inventory governance processes.

Systems Administration & Application Management

· Administer Microsoft 365, Azure/Entra ID, SharePoint, Teams, VOIP systems, and key business applications.

· Maintain SharePoint sites, permissions, lists, and workflows.

· Oversee system monitoring, patching, endpoint protection, and security hygiene.

· Support improvements to network, workstation, and infrastructure stability.

 Technology Projects & Process Improvement Leadership

· Lead small- to mid-sized IT projects, including system rollouts, migrations, and workflow redesign.

· Document processes, SOPs, and training materials to support organizational adoption.

Onboarding & Offboarding

· Manage the technical onboarding/offboarding framework, ensuring accurate provisioning, access, and device readiness.

· Support or delegate execution of related technical tasks.

End-User Support & Escalation (As Needed)

· Provide advanced technical support for issues requiring onsite troubleshooting or deeper systems expertise.

· Serve as the escalation point for complex or unresolved tickets, ensuring timely and high-quality resolution.

· Oversee support workflows to ensure tickets are routed, prioritized, and handled according to organizational standards.

· Identify recurring issues and recommend long-term, structural solutions rather than reactive fixes.

· Maintain clear documentation of escalated incidents, resolutions, and lessons learned to strengthen operational maturity.

Benefits

· 401k and Profit sharing 

· HSA, HRA and FSA Enrollment 

· Medical, Life, Vision and Dental Insurance

· Supplemental insurance Options

· Pediatric Care Benefits 

· Employee Assistance Program (EAP)

Qualifications

Education and Certification
 

· High school diploma or equivalent required.

· 3–5+ years of relevant IT experience in operations, systems administration, or hybrid support/sys-ops roles.

· Associate’s or Bachelor’s degree in IT, Computer Science, or related field preferred (not required).

· Relevant certifications preferred but not required

· Microsoft Certified: Azure Administrator Associate (AZ-104)

· Microsoft 365 Certified: Administrator Expert (MS-102)

· CompTIA Security+

· ITIL 4 Foundation (or higher)
 

Experience
 

Required Qualifications & Experience
 

· Experience administering Microsoft 365, Azure/Entra ID, and SharePoint.

· Strong understanding of identity and access management, permission models, and governance.

· Experience coordinating with or supporting external IT vendors.

· Familiarity with endpoint management, patching, and basic security practices.

· Experience supporting or administering VOIP/soft-phone systems (call flows, routing, extensions).

· Ability to develop and follow IT procedures, apply organizational policies, and maintain operational standards.

· Strong analytical and problem-solving skills, with the ability to resolve escalated technical issues.

· Effective communication skills, including the ability to explain technical concepts to non-technical users.

· Ability to work independently, manage multiple priorities, and maintain accountability for outcomes.

Preferred Qualifications & Experience
 

· Experience in multi-site or healthcare environments.

· Hands-on SharePoint experience (site design, lists, permissions, workflows).

· Exposure to security or compliance frameworks (HIPAA, PCI, etc.).

· Experience leading IT projects or implementing new systems.

· Familiarity with networking concepts (VLANs, DNS/DHCP, Wi-Fi optimization).

· Knowledge of procurement processes and asset lifecycle management.

· Experience with PowerShell, Intune, or automation tools (helpful but not required).

· Bilingual in Spanish and English is a plus.

· Experience with Epic EMR is a plus.
 

Physical Requirements

· Use of clear and audible speaking voice and the ability to hear normal speech level in person, over the telephone or through use of other required technology. Sitting or standing for long periods of time Frequent repetitive motion includes computer keyboard use, reaching with hands and arms, and walking Occasional lifting and or moving up to 30 pounds and on rare occasions up to 50 pounds.  Specific vision abilities required include viewing computer monitor for long periods of time, close vision, distance vision, color vision, peripheral vision, and depth perception

· Must be able to wear appropriate personal protective equipment (PPE) as required
 

Working Conditions
 

· Hybrid role with a combination of remote work and regular onsite presence at COPA locations for hands-on technology support, system administration, and coordination with clinical and operational teams.

· Must be able to respond onsite to issues such as hardware failures, network concerns, vendor coordination, or operational support needs.

· Position includes on-call responsibilities, as needed, to support critical systems and operational continuity.

· Occasional after-hours or late-night work may be required for:

• scheduled maintenance windows,
• emergency outages,
• infrastructure updates,
• major project deployments, or
• vaccine management system integrations.

· Work performed in a standard medical office environment with ergonomically configured equipment; may be eligible for hybrid work per COPA’s Local Remote Work Policy.

· Exposure to typical medical office hazards, including proximity to mechanical equipment, chemicals, and odors.

· This role is included in COPA’s OSHA Exposure Control Plan due to potential occupational exposure to blood or other potentially infectious materials.

· Travel between COPA clinics, the business office, and community partner locations as required.