Senior System Support Specialist

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

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