System Administrator

About Fountain House

At Fountain House, we believe in the power of community to transform the lives of individuals with serious mental illness. Every day, thousands of members choose to come to Fountain House to contribute their talents, learn new skills, access opportunities, and form friendships. Members and staff operate successful employment, education, wellness programs and work as partners to perform all the functions that keep our community going. The Fountain House model has been replicated in more than 300 locations in 30 countries and 32 states and currently serves more than 100,000 people with mental illness worldwide. As originators of this approach, we provide leadership by constantly advancing the practice and by leading the conversation around mental health recovery. As a result, Fountain House has created a comprehensive Community System of Care. This includes Clubhouses in Manhattan, the Bronx, Hollywood California, Harlem NY, and Care Management, Community Oriented Recovery and Empowerment Services, and a large housing program ranging from 24-hour supervised residences to scattered site supported apartments. We are committed to reducing social isolation, advocating for mental health policy changes, and driving solutions that empower our members.

As the System Administrator, you will play a pivotal role in assisting the Solutions Architect in shaping the daily impact of our platform, enabling program teams to serve members more effectively. This work is crucial to ensuring that our work leads to systemic change and sustainable support for people living with serious mental illness.

Your Impact

As the System Administrator, you will:

• Manage platform users and onboarding
• Provide support and troubleshoot tickets
• Generate reports and maintain high data quality for our SaaS platforms, with a primary focus on the Eccovia, ClientTrack EHR system.

Key Responsibilities

User Management & Support???

• Create, modify, and deactivate user accounts in accordance with organizational roles and policies?
• Monitor and manage the IT support ticketing system and the Eccovia CT ticketing system?
• Serve as first point of contact for user support questions and troubleshooting, escalating complex issues to the appropriate team members as needed?
• Prioritize and resolve tickets in a timely manner, ensuring high levels of customer satisfaction?
• Develop and maintain user documentation and training materials?
• Conduct user training sessions and system onboarding?

Reporting & Analytics

• Generate routine and ad hoc reports on system performance, user activity, and ticket resolution?
• Identify data patterns and assist in interpreting results and making recommendations to the Solutions Architect?

Data Quality & Governance??

• Perform regular data audits to identify incomplete, inaccurate, or inconsistent records???
• Work with end users to correct data entry issues and improve workflows???
• Propose and implement data validation rules or system enhancements to improve data quality??

System Maintenance & Coordination??

• Ensure proper access controls and permissions are in place for all user accounts?
• Assist in the development and implementation of IT policies and procedures?
• Monitor system performance and escalate technical issues to the Solutions Architect or vendor?
• Participate in testing and validation of system upgrades or configuration changes?

Who You Are

• A skilled and dedicated System Administrator
• You enjoy working with people, systems and solving problems
• Detail-Oriented: Paying close attention to details to ensure accuracy and completeness in all tasks?
• Proactive: You take initiative to identify and solve problems before they escalate?
• Customer-Focused: You are committed to providing excellent service and support to users?
• Dependable: You reliably and consistently meet deadlines, taking pride in your work
• You can convey information clearly and effectively, both verbally and in writing?to a wide range of audiences
• You believe people with serious mental illness deserve access to holistic support, and the opportunity to define their futures.
• You value inclusion, joy, accountability, and creativity-and you're ready to be part of a team that embodies all of these.

What You Bring

• Associate's degree in a related field, BA desirable
• 2-3 years of experience in systems administration, program support, or data operations, preferably in social services, healthcare, or nonprofit sectors?
• Strong technical aptitude with comfort managing databases and configuring SaaS platforms?
• Experience with data entry workflows, quality assurance and reporting tools?
• Experience cleaning data or "data wrangling"?
• Experience documenting requirements for reports and data visualizations?

Why Join Fountain House?

• Empower Marginalized Communities - Elevate the voices of individuals with lived experience and drive real systemic change.
• Innovate in Mental Health Advocacy - Join a mission-driven team at the forefront of mental health reform.
• Professional Growth & Leadership - Access mentorship, training, and career development opportunities in a rapidly evolving field.

Join Us & Make an Impact!

Be part of a movement that is transforming mental health care through research, advocacy, and community.

Fountain House, Inc. is an Equal Opportunity Employer

At this time Fountain House, Inc. is not able to sponsor visas

Note: This job description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as may be required. The employer has the right to revise this job description at any time. This job description is not to be construed as a contract for employment.