Location: all cities,AR, USA
Position: Information Technology Support Specialist
Immediate Supervisor: Microsoft 365 SharePoint/Teams Administrator
Division: Program Support
Location: Fayetteville, AR
FLSA Classification: Exempt
SUMMARY OF POSITION
To enjoy working at CU, you need to care about staff being able to effectively use the technology resources provided to support their work. We are looking for an Information Technology Support Specialist to provide virtual and local user support covering a wide range of potential issues in an efficient, accurate, and customer service-oriented manner. CU staff work across 7 states, with the majority in single-person home offices, and have a wide range of computer literacy. The CU staff are typically very passionate about making a difference in the communities and clients they serve, and Program Support Services (the division that includes IT) is committed to courteous, responsive, and effective IT service in support of this mission. We are a nonprofit organization that has existed for over 4 decades. When necessary, we work nights and weekends however, this is not our norm and we believe family and individual health are important. Our culture is one of looking out for each other and working collaboratively to find solutions to challenges.
The person filling this position is the IT help desks front line, and you will solve basic technical problems involving peripherals, Windows, CU backup software, Office Suite, Microsoft 365 Cloud resources (e.g. OneDrive), etc. and provide support for all staff in the organization. This position also covers planning and delivery of staff support services including installation, consultation, troubleshooting, user assistance, and training. Functions may include diagnosing and resolving problems in response to staff reported incidents; tracking and reporting trends and patterns of problems, as well as recommendations for remediation; maintaining problem tracking databases, installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; ensuring the rigorous application of information security/information assurance policies, principles, and practices; collaborating with various members of the organization including senior leadership team members and mid-level managers to evaluate needs and develop recommendations for new/improved solutions in collaboration with IT staff.
The position is located in the Fayetteville, Arkansas office and reports to the Microsoft 365 SharePoint/Teams Administrator.
Occasional overnight travel may be required.
POSITION REQUIREMENTS
To satisfy the basic requirements for the position, applicants must meet all requirements of Option A OR Option B below.
EDUCATION/QUALIFICATIONS
Option A:
Option B:
GENERAL RESPONSIBILITIES
Performs administrative and technical procedures on information systems and maintains documentation that covers multiple functional areas.
Perform administrative and technical procedures on information system and maintains documentation that covers multiple functional areas. Train existing staff and new hires through in person, phone/video call or via posted documentation for individuals, groups, and companywide. Excellent time management skills with a proven ability to meet deadlines is required. This person must possess aptitude and desire to independently learn, research solutions, and solve business problems with technology.
Infrastructure
Applications
User Success
PHYSICAL DEMANDS/ WORK ENVIRONMENT
The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tools Used in Job
Proficient use of computer, internet, smart phone, web-based databases for data-entry, Microsoft Office suite including Outlook, Word, Excel and PowerPoint is required. Use of additional software for project related activities may be required.
Work Environment
The work environment characteristics described above are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
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