IT Support Specialist

Overview

A catalyst for change, Social Current is the premier partner and solutions provider to a diverse network of over 1,800 human and social service organizations and partners across the U.S., Canada, and beyond. Collectively, these organizations serve more than 11 million individuals through the 12,000+ human service professionals they employ. Together with our network, we are activating the power of the social sector to effect broader systemic change that is needed to achieve our vision of an equitable society where all people can thrive. We offer a range of innovative solutions, including accreditation, consultation, knowledge curation, learning collaboratives, networking, public policy advocacy and mobilization, and training. Our work is focused on six core, integrated areas for impact and systemic change, including: brain science, trauma-informed approaches; COA Accreditation; child, family, and community well-being; equity, diversity, and inclusion; government affairs and advocacy; and leadership and organizational development. Social Current's mission is to advocate for and implement equitable solutions to society's toughest challenges through collaboration, innovation, policy, and practice excellence. Our goal is to move toward upstream, integrated solutions that put equity and community at the center.

Job Summary

Under the general direction of the Senior Director of Information Technology, the IT Support Specialist develops, configures, maintains, supports, and optimizes all systems, network infrastructure, and communication links, while maintaining security governance on all devices in accordance with regulatory policies. This includes Cloud Services, Internet, LAN/WAN, VOIP, VPN, Wireless, hardware, and software. The IT Support Specialist is also responsible for second-level helpdesk support and rotating on-call responsibilities.

Job Requirements

Required:

• Strong experience with Microsoft Cloud systems
• Experience with Office 365 Administration and Integration
• Experience with Dynamics 365 Administration and Integration
• Experience with Teams and Teams Voice Administration and Integration
• Experience with Intune Administration and Integration
• Experience with Entra Administration and Integration
• Highly skilled at customer support, incident identification, and problem-solving
• Strong working as part of a team and independently, prioritize workload, and perform duties under deadlines
• Demonstrated solution-oriented mindset, forward-thinking, and creative problem-solving with high ethical standards and a positive professional image
• Excellent written and verbal communication

Preferred:

• Experience in human services, social impact, or nonprofit sectors
• Prior work in an org undergoing structural or cultural transformation
• Experience launching new service/product lines (especially bundles or professional service offerings)

Education Requirements

Associate or bachelor's degree in information technology or information systems; 5-7 years related experience and/or training; or equivalent combination of education and experience

Travel Requirements

Attend in-person staff meetings/events a minimum of one time annually.

Skills and Knowledge

OCCUPATIONAL

Network and Cloud Infrastructure Management

• Develop, configure, and maintain network infrastructure, Cloud services, and communication systems (LAN/WAN, VOIP, VPN, Wireless)
• Monitor cloud-based systems for stability, performance, and intrusion detection

Microsoft Product Management

• Develop, configure, and maintain Dynamics, Entra, Intune, Exchange, and Teams systems
• Develop, configure, and maintain the M365 ecosystem and O365 systems
• Monitor cloud-based systems for stability, performance, and intrusion detection

Security Administration and Compliance

• Perform security administration, troubleshooting, and upgrade planning to ensure optimal performance and compliance with IT policies
• Establish and implement Cloud security best practices to ensure compliance with regulatory standards
• Coordinate security testing, compliance licensing, and annual maintenance activities to ensure the effectiveness of security solutions

Technical Support and Project Management

• Provide helpdesk support, troubleshooting customer desktop, server, and application issues
• Manage support tickets, ensuring timely completion and escalating issues when necessary
• Deliver daily infrastructure support, including change management, service monitoring, and requests
• Deliver daily desktop support, including OS updates, application support, hardware inventory, and hardware replacement plans
• Design and lead infrastructure projects, defining systems solutions and managing project plans to ensure timely delivery within budget and scope
• Document configuration changes, operational procedures, licensing, and contracts to maintain compliance with IT standards

FOUNDATIONAL

Technical Skills and Problem-Solving

• Strong troubleshooting skills for customer support, incident identification, and problem resolution
• Ability to analyze technical documents, procedures, and regulations effectively
• Solution-oriented mindset with forward-thinking and creative problem-solving skills

Communication and Interpersonal Skills

• Excellent written and verbal communication skills with attention to detail and accuracy
• Strong interpersonal skills with the ability to work collaboratively in a team environment and independently
• Skilled in customer service with patience and flexibility
• particularly when handling pressure in an open workspace

Continuous Learning and Adaptability

• Demonstrated learning agility through continued education, research, and enhancement of technical knowledge

Job Description

Essential Duties & Responsibilities

Duties

• Represent the IT Team with customers, peers, co-workers, and partners
• Assess security risks, ensure compliance, and oversee hardware upgrades and troubleshooting
• Troubleshoot customer support with desktop, server, and application errors
• Design and implement application integrations between disparate systems
• Complete tickets and requests thoroughly and on a timely basis, and escalate issues as needed
• Document configuration changes, standard operating procedures, licensing, and contracts to achieve compliance with IT policies and procedures
• Coordinate security testing, compliance licensing, and annual tune-up activities to ensure the effectiveness of security solutions
• Demonstrate learning agility by enhancing technical knowledge through continued education and research
• Administer daily IT support, including change management requests, monitoring, and service requests
• Advise coworkers, consultants, and customers on operations and security practices
• Designs data models and optimizes data access for cloud database systems and services, and ensures high-performance, stable, and durable data systems
• Supports management of production, quality assurance, and development environments. Monitors cloud infrastructure and provides diagnosis, issue resolution, and technical support
• Provides on-call support for production systems and applications. Provides aid as necessary to the marketing technology staff to resolve issues with production activities
• Recommends tools, processes, and methodologies to improve overall department production efficiency, and researches emerging technologies and formulates recommendations on technology solutions
• Participates in code review processes, makes recommendations for improvement, and ensures consistency across multiple project initiatives
• Mentors the IT team on technical topics and supports knowledge-sharing initiatives
• Create and manage project plans with goals of delivery on time, within budget, and scope.

Other duties or special projects assigned that are needed to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.

Responsibilities

Serve as a Brand Ambassador:

• Actively represent and promote Social Current's mission, vision, values, and offerings in all professional interactions, ensuring alignment with organizational principles in daily responsibilities and engagement with stakeholders.

Commitment and Understanding:

• Demonstrate an understanding and commitment to Social Current's equity, diversity, and inclusion (EDI) values, and be able to articulate their personal commitment to EDI as it relates to their role at Social Current and beyond.

Self-Awareness and Development:

• Examine their personal biases, assumptions, and attitudes while engaging in ongoing personal and professional development on EDI issues.

Promoting an Inclusive Environment:

• Foster a respectful, diverse, equitable, and inclusive work environment where concerns are effectively addressed, and promote a collaborative workplace that recognizes, celebrates, and rewards EDI.

Leadership and Accountability:

• Communicate the importance of EDI to Social Current's mission to all stakeholders, integrate an EDI mindset into team strategic planning, and address incidents of explicit and implicit bias, including personal biases, while holding individuals accountable for problematic behavior.

Pay Range

$87,500.00 Annually to $111,563.00 Annually

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