POSITION TITLE: Technology Support Specialist
DEPARTMENT: Human Resources & Administration
RESPONSIBLE TO: Vice President, Human Resources & Administration
STATUS: Full Time
SUPERVISORY CAPACITY: Volunteers
DATE: November 2015
DEPARTMENT DESCRIPTION
The Administration unit of the Human Resources & Administration Department provides general office and technology support to ARC headquarters staff, as well as support to ARC’s multiple field programs.
PRIMARY PURPOSE OF THE POSITION
This position is responsible for coordinating with ARC’s IT service provider to ensure ARC’s HQ office and field offices are properly utilizing and maintaining IT resources. This includes a wide range of responsibilities including general IT support for both our HQ office and field programs, hardware refresh planning for the HQ office, IT budget management, development of IT training materials, and planning for the roll-out of Office 365 tools to our HQ and field offices to ensure ARC is utilizing Office 365 the best we can. The person in this role needs to be able to see the big picture and plan to ensure ARC’s IT is up to date and meeting the needs of the organization.
PRIMARY DUTIES/RESPONSIBILITIES
General Technology Assistance (40%)
- Provide first line support in solving technology problems related to computers, printers, audiovisual equipment, email, and phones.
- Serve as liaison with technology service provider to address staff technology issues as required, ensure that staff technology and data integrity needs are being met by the vendor.
- Manage new user set-up and user deletions
- Set up and operate audiovisual and other conferencing systems as required.
- Administer ShoreTel phone system; assign extensions; set up and train new HQ employees on system.
- Coordinate internal office moves to ensure proper set up of new and existing employee(s) workstations to include computer and phone set up.
- Maintain inventory of all ARC technology assets such as computers, printers, conferencing equipment, etc.
- Develop and manage the technology portion of ARC HQ’s administrative budget
- Provide training to new HQ employees on how to use ARC’s IT resources
- Responsible for the development and updating of ARC’s worldwide IT policy
Microsoft Office 365 support and maintenance (35%)
- Provide on going back end maintenance and user management for all Microsoft Office 365 tools (Sharepoint, Teamsites, One drive, Office Online, Yammer, Skype, Outlook)
- Serve as the Office 365 help desk for ARC HQ and field staff.
- Train new HQ and field staff on Microsoft Office 365 tools.
- Monitor Microsoft Office 365 usage and adjust policies as needed.
- Provide support to the Impact & Communication Technology Manager in the roll-out of the Microsoft Office 365 tools to the ARC field offices.
Field support (15%)
- Develop relationships with ARC field IT staff to learn about the IT challenges faced in the field and explore options to help alleviate any IT pains in the field
- Make sure field has up-to-date training materials on how to use the IT resources ARC provides
- Come up with new and creative ways for ARC to better serve the IT needs of field users
- Travel to the field as needed to provide direct support with IT challenges
User management (10%)
- Perform regular audits of ARC user accounts in Office 365, Remote Desktop and on ARC HQ’s scanner to ensure stale accounts are properly archived or deleted in a timely manner in collaboration ARC’s third party technology vendor
Other duties as assigned by Supervisor.
EDUCATION, TECHNICAL SKILLS & KNOWLEDGE REQUIRED
- Education in computer technology or related area
- Minimum of three years of related experience in office IT management functions.
- Strong technology skills with office software and hardware systems.
- Experience using Office 365 (experience as an administrator is preferred).
- Ability to develop and manage budgets.
- Must have excellent communication (written and verbal) and strong customer service skills. Ability to communicate internally with staff at all levels and externally with agents and vendors.
- Must be a highly organized, detail oriented and a self-starter who is experienced and comfortable working in a dynamic and fast-changing environment and takes initiative with limited supervision.
- Ability to produce business correspondence, proofread for grammar, spelling and punctuation with a high degree of accuracy.
KEY BEHAVIORS & ABILITIES
- Ability to prioritize multiple tasks and meet deadlines.
- Excellent interpersonal skills.
- Ability to work under pressure with minimal supervision and in a team environment.
- Must demonstrate a high level of professionalism with excellent administrative and organizational skills.
- Demonstrated ability to work well with stress and in a collaborative, effective manner.
- Must be able to demonstrate sound judgment in problem solving.
- Must be able to travel internationally to developing countries, with minimal amenities
- The desire to make a real difference and to have some fun along the way.
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