Senior System Support Specialist - Upbring

Overview

About Us

At Upbring, we are servants on a mission to break the cycle of child abuse. We are warriors, brave as the thousands of Texas Children and families we serve. We stand up for those who cannot speak for themselves. We are a family who values innovation, empathy, patience, understanding and trustworthiness.

What You'll Do

The Senior System Support Specialist ensures first level technical support for internal workplace technologies and their users by managing and responding to trouble tickets via the online help desk system. The incumbent provides accurate and timely solutions that are designed to assist users in accessing their computer hardware and software efficiently.

Our Upbring staff members are servant-leaders in the pursuit of breaking the cycle of child abuse and empowering others to do the same through example while embodying our core values: We are Warriors. We are Servants. We are Family.

Responsibilities

We Are Warriors | We Set the Standards for Child Welfare

Work Standards 

• Provide Help Desk level support
• Troubleshoot common workplace technologies
• Monitor and respond to trouble tickets and calls to the Help Desk in a timely manner
• Isolate and document problem trends
• Complete hardware and software configuration and deployment
• Provide technical support for new systems during the implementation process
• Other duties and special projects as assigned

Communication  

• Document and maintain troubleshooting data, evaluate, and analyze incident reports for recurring problems using Help Desk software
• Discuss problem trends with administrators
• First responder for network outages
• Isolate and communicate a clear path to resolution during any troubleshooting
• Communicate with administrators during escalations

We Are Servants| We Help Others

Teamwork

• Assist Systems Administrators with Active Directory maintenance and minor troubleshooting
• Assist Systems Administrators with email, spam, antivirus, printer administration and support
• Assist internal users both desk side and remote Review and enter new user account configurations in Active Directory and other applicable services
• Assist with maintaining and supporting network integrity against malicious intent
• Work closely with System Administrators to test and implement new systems and upgrades
• Work closely with the IT Help Desk Manager/System Administrators to ensure operations are efficiently supporting user needs in line with department and organizational objectives
• Travel to programs to resolve issues as needed

We Are Family | We Are Passionate & Compassionate

Building Relationships

• Develop and maintain productive relationships with users, management, clients, and vendors
• Work as part of the team with professionalism by modeling a positive and engaging attitude towards work relationships
• Escalate user and systems level issues to vendors, consultants, or management when deemed necessary
• Work as a team player and exhibit professional behavior and a positive attitude with both internal and external clients that reflect positively on the Agency and is consistent with Agency policies and practices
• Actively participate in exhibiting cultural awareness and sensitivity when interacting with children, parent(s)/guardian(s)s, staff, and the community

Qualifications

Minimum Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Systems Administration, or closely related field (additional experience may be considered in lieu of education)
• 3  years of experience in technical or Help Desk support
• 6 months exp working with  Active Directory
• Valid TX driver’s license and auto insurance coverage
• Ability to efficiently troubleshoot and document technical issues
• Strong working knowledge of Windows 10, Microsoft Office products.
• Basic network connectivity and troubleshooting experience
• Strong customer service skills with the ability to establish a positive rapport with clientele
• General knowledge of common workplace technologies and their supporting infrastructure
• Demonstrate strong problem-solving skills, with the ability to think critically and present creative solutions
• Ability to work in an organized and detailed manner while managing competing requests
• Advanced proficiency with Microsoft Excel and Outlook and Management Information Systems (MIS)

Knowledge, Skills, & Abilities

• Awareness of Active Directory
• Ability to efficiently troubleshoot and document technical issues
• Strong working knowledge of Windows 10, Microsoft Office products
• Basic network connectivity and troubleshooting experience
• Strong customer service skills with the ability to establish a positive rapport with clientele
• General knowledge of common workplace technologies and their supporting infrastructure
• Demonstrate strong problem-solving skills, with the ability to think critically and present creative solutions
• Ability to work in an organized and detailed manner while managing competing requests

Perks at Upbring

• Competitive PTO & paid holidays 
• Health, dental, vision insurance & more! 
• 403(b) Plan
• Employee Assistance Program
• 24/7 access to telemedicine and counseling services 
• Discounted Gym Memberships 

Physical Demands & Work Conditions

• This position requires sitting, looking at, and using a computer for long periods of time
• Lift, push, pull, move up to 50 lbs. and use equipment and/or work with other team members to move, push, pull, lift anything over 50 lbs.
• Overtime as needed

The physical requirements for this position with or without reasonable accommodation are representative of those that must be met by an employee to perform the essential functions of this position successfully. While performing this position the employee with or without reasonable accommodation should have the ability to walk, stand, sit, kneel, speak, and hear with aid, see, read, reach with arms and hands, lift and/or move up to specified weight, and use equipment that is essential to performing the job, such as a computer, copier, fax machine, telephone, and automobile, if applicable. Specific vision requirements of this position may include color vision, seeing things up close, and the ability to adjust focus.

Diversity. Equity. Inclusion. Belonging  

We are a diverse and inclusive organization that recognizes our strength is in the efforts of our selfless warriors. Honoring and recognizing the value and dignity of all individuals is the cornerstone of our agency. The more diverse the individuals, thought processes and lived experiences, the greater the opportunity is to combine unique perspectives to make a greater impact. Our trust, respect, and appreciation for one another is demonstrated through our communication, celebration of progress and relentless effort to be at our best to fulfill our mission to break the cycle of child abuse. 

Upbring is an Equal Employment Opportunity/AA Employer and does not discriminate on the basis of race, color, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, pregnancy, marital status, national origin, genetic information, physical or mental disability, military or veteran status.