- 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.
System Support Specialist - Austin, United States - Upbring
Description
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 is responsible for managing and responding to trouble tickets through the online help desk system by providing first level technical support for internal workplace technologies and their users.
The System Support Specialist provides accurate and timely solutions that allow users to effectively access their computer software and hardware.
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 areFamily.
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
Bachelors 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 drivers 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)
Preferred Qualifications
Mentor or Training experience
Experience working with Office365 Admin Console
Experience working with Google Admin Console
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 75 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
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.