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System Support Specialist

4 months ago

Austin, United States Upbring Full time

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 System Support Specialist is responsible for managing and responding to trouble tickets through the online help desk system by providing first level technical support for internal workplace technologies and their users. The System Support Specialist provides accurate and timely solutions that allow users to effectively access their computer software and hardware.

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
- 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
- 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

**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**
- Associate degree in Computer Science, Information Technology, or closely related field (additional experience may be considered in lieu of education)
- 2 years of experience in technical or Help Desk support

**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 v