SUMMARY:

In partnership with the systems administration team, provide direct IT support and customer service, facilitating IT software and hardware projects, and performing IT maintenance tasks of varying complexity.

BEHAVIORAL EXPECTATIONS:

• Follows the principles of the Foundation’s core values: Trust, Respect, Integrity, Commitment
• Motivated to contribute to the success of the Foundation
• Communicate effectively
• Teach through example and service
• Practice professional curiosity and desire to learn
• Detail-oriented
• Maintain confidentiality
• Work safely 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide direct user support and telephone support to Foundation staff accessing Foundation resources
• Maintain the Foundation IT knowledgebase, self-service portal, and service catalog
• Produce support and training materials for internal and external audiences
• Train, coordinate, and support all customer-facing staff in the use of Zendesk to deliver high-caliber customer service across the Foundation
• Proactively communicate with users to anticipate issues, problems, and questions
• Modify and customize IT solutions based on user requirements
• Facilitate IT software & hardware projects and other special projects assigned

OTHER DUTIES AND RESPONSIBILITIES:

• Participate in ongoing training and education
• Perform other duties as assigned
• Willing and able to work remotely

MINIMUM QUALIFICATIONS AND EXPERIENCE:

• High School Diploma
• Coursework in Computer Science, Mathematics, or other related technical fields
• Direct experience with computer hardware maintenance and/or software installations/upgrades may substitute for formal coursework
• Experience with Microsoft Windows hardware/software
• Experience and proficiency with Microsoft Office Suite applications
• Ability to follow directions, work collaboratively with supervisors and users, and finish tasks in a timely fashion
• Attention to detail and ability to document problems/efforts/solutions in a clear manner
• Customer service oriented with an ability to maintain pleasant and professional interactions in crisis situations
• Communicate effectively with peers and stakeholders
• Maintain confidentiality as required and appropriate

PHYSICAL/MENTAL/VISUAL DEMANDS AND WORK ENVIRONMENT:

• This job is conducted in an office work environment, sitting most of the time
• Approximately 90% of this position’s duties require use of a computer
• Must be able to exert up to 50 lbs. of force during computer moves