Technical Support Specialist
Greater Cincinnati Foundation (GCF) is the region’s leading community foundation and one of the most prominent in the nation, we serve an eight-county region of Ohio, Kentucky and Indiana. This position is responsible for managing the end-user experience related to IT systems and ensuring that GCF staff receive the appropriate level of technical support from the IT Managed Service Provider. The areas of responsibilities include the support, tracking and administration of the computer hardware, business software licenses and the day-to-day liaison for outside IT services.
Technical Support Specialist
Starting Pay Range: $50,000-$56,000
Are you looking for a rewarding career fueled by purpose? Do you want our region to be the best it can possibly be? Place and purpose drive our mission, so Greater Cincinnati Foundation (GCF) may be the place for you. As the region’s leading community foundation and one of the most prominent in the nation, we serve an eight-county region of Ohio, Kentucky and Indiana.
We bring together:
- Donors – Supporting causes and organizations that improve our community.
- Nonprofits – Delivering experiences that improve people and place.
- Changemakers – Working to solve our region’s greatest challenges.
Greater Cincinnati Foundation recruits, employs, trains, compensates, promotes and celebrates employees of all races, religions, colors, national origins, sexes, sexual orientations, disabilities, ages, veteran status and all the other characteristics that make individuals unique and extraordinary. At GCF, we have a clear vision: to be an employer of choice where a diverse mix of talented people want to be and can do their best work. GCF exists exclusively to support our community, and we know our organization runs on the hard work and dedication of our passionate and mission-driven employees.
GCF's values are generosity, greater good, equity, trailblazing and growth. Generosity fuels our work. We exist for the greater good in the region with equity being our North Star. We embrace our role as a leadership organization that requires vision and trailblazing. Maintaining a growth mind allows us to think big and stay driven.
Our dedication to promote racial and gender equity, diversity, multiculturalism and inclusion is clearly reflected in our values, behaviors and strategic initiatives. We are fully focused on racial equity as an organization – it is more than a commitment for us, it is the foundation of what we do. Here are a couple of examples of our leadership in this area:
A message from our Governing Board - http://www.gcfdn.org/news/5-million-committed-to-racial-justice/
A message from our CEO, Ellen Katz - http://www.gcfdn.org/news/join-us-in-solidarity/
Job Description
This position holds multiple responsibilities in serving the organization in an administrative capacity, as well as serving to support the system end-user community.
This position is responsible for managing the end-user experience related to IT systems and ensuring that GCF staff receive the appropriate level of technical support from the IT Managed Service Provider. The areas of responsibilities include the support, tracking and administration of the computer hardware, business software licenses and the day-to-day liaison for outside IT services. This position is required to be on-site 5 days per week.
Additionally, this position is responsible for creating professional instructional documents. This position must be timely in execution.
This position must have strong prioritization and execution skills to deliver results among many competing priorities. This is a position of importance due to the impact on the Foundation’s effectiveness, as well as access to confidential information and plans related to the operation of the Foundation. Incumbent must maintain high standards of ethics and confidentiality.
This position is a part of the Technology department and reports to the Director, Technology, as well as, collaborates with the entire department on projects, needs, and tasks.
Job Duties and Responsibilities
- Responsible for educating staff and being the first line of defense to troubleshoot issues for audio visual phones, copiers and computer hardware, devices and peripheral etc.
- Setup and manage hardware locally
- Seeks to find the organization’s needs and identity potential security issues
- Order hardware as needed (laptops, keyboard/mouse, etc.)
- Onboards/offboards staff access and assets in alignment with established processes
- Possess working knowledge of Office 365 and Office desktop applications to assist end users as well as knowledge of Outlook 365 administration functions
- Monitor and execute issues through GCF’s Salesforce ticketing system
- Lead the internal cross functional technology user group
- Work in partnership with IT Managed Service Provider service desk to resolve user issues
- Assesses current GCF internal processes, IT deficiencies and work toward solutions
- Creates internal workflows and identify other automated processes within the organization
- Primary responsible for maintaining IT asset inventory and working in conjunction with Managed service provider to ensure administration and maintenance/upgrade of hardware and software to comply with internal and vendor policies, requirements and standards
- Cross-train organization departments on simple processes
- Participates in and supports business process improvement projects as they related to technology
- Provides information system, application and technology training, documentation, explanations and support to all other teams and team members
- Develops policies, procedures, and documentation standards for GCF’s Technology needs
- Serve as the first point of contact on all monthly IT security scans; evaluates scans for remediation and mitigation
- Image and setup computers for GCF employees
- Create technology processes for organization and staff and provide clear professional documentation
- Implement new IT software/hardware into organization
- Familiarity with Active Director and MS Azure
Requirements and Qualifications
- A minimum of an Associate Degree or 3 years relevant experience preferred.
- A minimum of two years’ experience with information or computer systems preferred.
- Experience working with hardware, software, or IT service providers.
- Excellent customer service skills.
- Excellent documentation skills.
- This position is required to be on-site 5 days per week.
- Understanding and adherence to high standards of ethics and confidentiality.
- Excellent verbal and written communication skills. Ability to write clearly with proper grammar, spelling and punctuation.
- Must be available for occasional evening and/or weekend work hours.
- Ability to work effectively as part of a team and work independently with little supervision.
- Excellent organizational and workload prioritizing skills.
- Excellent conceptual and analytical skills; ability to research and analyze data and information.
- Ability to effectively present information and respond to questions from individuals or groups (both internal and external).
- Requires a high degree of coordination and ability to for pre-planning.
- Working knowledge of general office equipment, including computer-based word processing and spreadsheet packages, proficiency with MS Office products required.
Wages are negotiable within the competitive salary range set by GCF. The ranges have been established based on organization, industry and national standards. Desired salary expectations will be discussed during the interview process.
This position summary is not to be considered an exhaustive description of the responsibilities which may be required. Reasonable accommodations may be made to enable individuals with disabilities to perform key responsibilities. Please note that duties and qualification of this and all jobs will change as we evolve our services to our community.
Greater Cincinnati Foundation (GCF) recruits, employs, trains, compensates, promotes and celebrates employees of all races, religions, colors, national origins, sexes, sexual orientations, disabilities, ages, veteran status and all the other characteristics that make individuals unique and extraordinary. At GCF, we have a clear vision: to be an employer of choice where a diverse mix of talented peopled want to be and can do their best work. GCF exists exclusively to support our community, and we know our organization runs on the hard work and dedication of our passionate and mission-driven employees.
If interested, please apply on our website at www.gcfdn.org/careers
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