System Support Specialist - Austin, United States - Upbring

Upbring

Verified Company

Austin, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

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 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 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
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
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

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

Associate degree in Computer Science, Information Technology, or closely related field (additional experience may be considered in lieu of education)
2 years of experience in technical or Help Desk support

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 problemsolving 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 v