IT Service Technician at Communities Unlimited, Inc.

Position: Information Technology Support Specialist

Immediate Supervisor: Microsoft 365 SharePoint/Teams Administrator

Division: Program Support

Location: Fayetteville, AR

FLSA Classification: Exempt

SUMMARY OF POSITION

To enjoy working at CU, you need to care about staff being able to effectively use the technology resources provided to support their work. We are looking for an Information Technology Support Specialist to provide virtual and local user support covering a wide range of potential issues in an efficient, accurate, and customer service-oriented manner. CU staff work across 7 states, with the majority in single-person home offices, and have a wide range of computer literacy. The CU staff are typically very passionate about making a difference in the communities and clients they serve, and Program Support Services (the division that includes IT) is committed to courteous, responsive, and effective IT service in support of this mission. We are a nonprofit organization that has existed for over 4 decades. When necessary, we work nights and weekends however, this is not our norm and we believe family and individual health are important. Our culture is one of looking out for each other and working collaboratively to find solutions to challenges.

The person filling this position is the IT help desks front line, and you will solve basic technical problems involving peripherals, Windows, CU backup software, Office Suite, Microsoft 365 Cloud resources (e.g. OneDrive), etc. and provide support for all staff in the organization. This position also covers planning and delivery of staff support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to staff reported incidents; tracking and reporting trends and patterns of problems, as well as recommendations for remediation; maintaining problem tracking databases, installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; ensuring the rigorous application of information security/information assurance policies, principles, and practices; collaborating with various members of the organization including senior leadership team members and mid-level managers to evaluate needs and develop recommendations for new/improved solutions in collaboration with IT staff.

The position is located in the Fayetteville, Arkansas office and reports to the Microsoft 365 SharePoint/Teams Administrator.

Occasional overnight travel may be required.

POSITION REQUIREMENTS

To satisfy the basic requirements for the position, applicants must meet all requirements of Option A OR Option B below.

EDUCATION/QUALIFICATIONS

Option A:

• 6+ years of combined IT Support experience in Microsoft environment
• 2+ year(s) experience providing Help Desk support to end users (Provide example of common Help Desk issue you addressed.)
• Experience supporting or managing a small office LAN. (Describe environment.)
• Prior successful experience with CU IT may be preferred.
• Prior successful experience in a nonprofit internal customer service-oriented role may be preferred.
• Other experience that may be a plus includes:
  • Experience with Python coding
  • Experience with SQL server maintenance
  • Experience with Microsoft 365 Azure, Teams, OneNote, SharePoint and/or Power Automate
  • User hardware (Windows-based laptops/CPUs, IOS mobile devices) setup and training

Option B:

• Associate degree
• 4+ years of combined IT support experience in a Microsoft environment.
• 3+ years of experience providing Help Desk support including via remote tools.
• 2+ years of experience developing and facilitating training.
• Prior successful experience with CU IT may be preferred.
• Prior successful experience in a nonprofit internal customer service-oriented role may be preferred.
• Other experience that may be a plus includes:
  • Experience with Python coding
  • Experience with SQL server maintenance
  • Experience with Microsoft 365 Azure, Teams, OneNote, SharePoint and/or Power Automate
  • User hardware (Windows-based laptops/CPUs, IOS mobile devices) setup and training

GENERAL RESPONSIBILITIES

Performs administrative and technical procedures on information systems and maintains documentation that covers multiple functional areas.

Perform administrative and technical procedures on information system and maintains documentation that covers multiple functional areas. Train existing staff and new hires through in person, phone/video call or via posted documentation for individuals, groups, and companywide. Excellent time management skills with a proven ability to meet deadlines is required. This person must possess aptitude and desire to independently learn, research solutions, and solve business problems with technology.

Infrastructure

• Provide support to staff in the following areas: setup users as needed; implement and configure new systems; security testing; software installation; upgrade management and testing; install new features and products; coordinate and perform regular systems updates; install software releases; and resolve system issues.
• Moving, change, setup computer desktop and laptop workstations.
• Manage inventory including accountability for equipment in excess of $10,000 in value;
• Manage hardware replacement schedules and MDM operations, assisting with the planning for annual technology budgets
• Proficient in PC software and hardware system support, peripherals, Internet, cyber security, and network technology

Applications

• Support systems including, but are not limited to; Office 365 applications, Microsoft Windows, Apple iOS, LMS365, Zoom, Adobe, Malwarebytes, ESET, ZIX &, Code42
• Maintains a thorough working knowledge of systems and applications related to day-to-day business operations
• Advanced aptitude for working with applications/systems to undertake analysis, diagnosis, and resolution of staff issues, which may range from straightforward to more complicated technical issues.
• Security technologies including Web filtering, Email Spam and Malware Filtering, Multi-factor authentication, and anti-virus.

User Success

• Act as the first point of contact for help desk requests
• Troubleshoot software and hardware issues. Escalate any hardware or software issues to ensure rapid resolution.
• Train staff using documentation (Tech Tips), video meetings (Tech Talks), courses (LMS365), and in person (New Hire Orientation).
• Notify all staff or appropriate personnel of any software or application issues, changes, and maintenance windows.
• Update and resolve system requests/tickets ensuring timely resolution of issues as outlined by Operational Service Level Agreements.
• Ability to effectively communicate verbally and in writing, while providing a high level of customer service
• Identify opportunities for improvement and make constructive suggestions for change
• Assist in the development of appropriate technology solutions for information delivery and/or learning environments

PHYSICAL DEMANDS/ WORK ENVIRONMENT

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal office environment with regular computer and smartphone use.
• Ability to lift, push or pull up to 45 pounds. (e.g. rack server).
• Ability to communicate verbally and via text message via phone to provide end user training and support.
• Ability to communicate verbally via video conference tools, etc. to provide end user training and support.

Tools Used in Job

Proficient use of computer, internet, smart phone, web-based databases for data-entry, Microsoft Office suite including Outlook, Word, Excel and PowerPoint is required. Use of additional software for project related activities may be required.

Work Environment

The work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

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