Senior System Support Specialist

Austin, TX, United States

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 ensures first level technical support for internal workplace technologies and their users by managing and responding to trouble tickets via the online help desk system. The incumbent provides accurate and timely solutions that are designed to assist users in accessing their computer hardware and software efficiently.

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

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

Bachelor’s 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 driver’s 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)

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 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

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 vision requirements of this position may include color vision, seeing things up close, and the ability to adjust focus.

Diversity. Equity. Inclusion. Belonging

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.

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.