National Domestic Violence Hotline

IT Technical Support Specialist

US-TX-Austin
2 months ago
ID
2017-1346
# of Openings
1
Category
Information Technology

Overview

We offer a competitive package that includes: 100% company paid medical, dental coverage, life and AD&D ($50,000) and long term disability for the employee as well as a 403(b) plan with company match. We also offer optional short term disability, flexible spending account, vision coverage, paid holidays, vacation, and other related benefits.  

 

Compensation: $39-41K Annually

 

General Position Statement

 

The IT Technical Support Specialist is a member of the National Domestic Violence Hotline (NDVH) Technology Team, and is supervised by the VP of Technology. The IT Technical Support Specialist provides consultative IT expertise, coordinates technology-related support efforts, and answers staff questions on the technology issues.   

Responsibilities

Essential Responsibilities/Duties

  • Provides consultative IT expertise and works to ensure IT services are delivered efficiently and effectively.
  • Response to IT issues raised by NDVH staff via phone, e-mail or ticket-portal according to NDVH’s technical support procedures.
  • Addresses support issues as assigned, and is responsible for escalating to NDVH systems administrators where required, monitors and closes tickets, and resolves issues.
  • Assists in the resolution of NDVH technology-related issues under the supervision of technical management.
  • Assist the Systems Administrator in overseeing and executing the provisioning/de-provisioning of agency accounts and assets
  • Places software/hardware into production by appropriate and efficient means in consultation with team members.
  • In conjunction with NDVH technology and training teams, support instruction of staff on basic technology skills.
  • Maintains office hours for support of contact center/digital services staff as well as on-call; position will require night/weekend IT assistance as operational needs arise.
  • Participation in creation of agency/team work plan and maintain good working knowledge of project schedule, grant deliverables.
  • Attend required meetings, including monthly team meetings.
  • Maintains historical records by documenting hardware and software changes and revisions.
  • Maintains client confidence and protects operations by keeping information confidential.
  • Assist in overall office administration and maintenance, including answering the phone and maintaining common areas as necessary.
  • Responsible for meeting deadlines set by supervisor.

Qualifications

Job Requirements and Responsibilities

  • Associate’s degree in a technology-related field preferred or any combination of related education and experience with a documented record of the ability to perform duties and responsibilities of the position. (Equivalency formula: two years of experience is equal to one year of education.)
  • Basic understanding of a variety of server environments, including but not limited to Linux, Windows, and Hyper-V and VMware virtual environments.
  • Basic understanding of Cisco voice and network environments.
  • Willingness and ability to self-educate on new or unfamiliar technologies.
  • Ability to work well with others, specifically when explaining and training on technology issues.
  • Demonstrated ability to assist with the creation long-term technology plans.
  • Demonstrated ability to work collaboratively within a team management model, providing support and constructive feedback in interpersonal interaction with staff, board, and members.
  • Ability to work with people from a variety of backgrounds and experiences with sensitivity and awareness to diverse cultural, ethnic, and social backgrounds, values, attitudes, and language.
  • Firm understanding of windows server environments
  • A consistent positive solution-oriented response that includes communicating about challenges to the appropriate person in a constructive and productive manner
  • Intentionally and actively fostering positive working relationships and organizational culture
  • Ability to be flexible, if needed, to work outside of normal business hours
  • Ability to attend required meetings (including but not limited to Program Team, Town Hall Meetings, Advocate Team Meetings, etc.) which may be scheduled during hours outside of the position's regular schedule

 

Other Requirements/Working Conditions

  • Ability to be on-call during non-standard business hours.
  • Must have emotional and physical stamina to tolerate prolonged sitting or standing to deal with a variety of stressful situations, including responses to complaints and internal and external interactions, to effectively work long and at times odd hours, while maintaining a sense of humor.
  • Works in a normal office environment, except while traveling, with minimum exposure to dust, noise, or temperature extremes. Requires bending, stooping, lifting and carrying objects up to 22.5 pounds, with or without accommodations. 

The above statements are intended to describe the general nature and minimum level of work being performed.  They are not intended to be construed as exhaustive of all duties, responsibilities and skills required for the position.  The employee will be required to perform any other job-related duties as required by the job objectives.  This description does not modify any employee’s at-will-status and is not a contract for continued employment of any duration.

 

The National Domestic Violence Hotline is an equal opportunity employer committed to diversity in the workplace.

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