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Technical Support Analyst

2 months ago

Denver, Colorado, United States Boettcher Foundation Full time

Reports To: Chief Operating Officer & Vice President of Finance

APPLICATION PROCESS

This position is open until filled. Candidates are encouraged to submit their materials promptly.

POSITION SUMMARY

The IT Support Specialist and Salesforce Administrator is crucial in connecting our dedicated team with external IT service providers. This role encompasses providing technical assistance, maintaining IT infrastructure, and collaborating with IT vendors. Additionally, the position involves managing Salesforce administration and development projects to enhance operational efficiency and improve stakeholder relationship management.

KEY RESPONSIBILITIES

Technical Support

  • Act as the primary contact for resolving technical issues and assisting team members with IT equipment, including computers, office devices, and telecommunication systems.
  • Diagnose and troubleshoot hardware and software issues for desktops, laptops, printers, and other peripherals.
  • Oversee the resolution of IT-related complaints and challenges faced by staff.
  • Facilitate the onboarding of new employees, including IT training and the setup of their workstations.
  • Manage user profiles and permissions, ensuring data integrity and appropriate access levels within applications, including Salesforce CRM.
  • Assist staff in configuring AV equipment for meetings.
  • Administer the organization's phone system and related software.
  • Maintain Zoom Conference Rooms, performing regular updates and troubleshooting minor issues.
  • Oversee domain name management, including renewals.

Project and Vendor Management

  • Serve as a liaison between the internal team and IT support partners, ensuring effective communication and issue resolution.
  • Collaborate with IT vendors to maintain and secure IT systems, ensuring compliance and minimal downtime.
  • Coordinate with external IT service providers to resolve technical challenges and implement solutions.
  • Provide management with insights and recommendations for IT infrastructure enhancements.
  • Stay informed about IT trends and emerging technologies to support innovation and integration.
  • Oversee IT projects and initiatives, ensuring effective support from service providers.

Salesforce Administration

  • Work with internal teams to gather requirements and design enhancements within the Salesforce platform.
  • Customize Salesforce applications, including mobile interfaces, to optimize business processes.
  • Assist in Salesforce project implementations, including data migration and user training.
  • Support application processes using TargetX.
  • Stay updated on Salesforce best practices and new features to leverage the platform effectively.
  • Ensure data integrity and quality within Salesforce.
  • Provide training on Salesforce functionalities to staff.

Cybersecurity and Compliance

In collaboration with IT partners:

  • Monitor data retention and cybersecurity protocols to safeguard organizational records and assets.
  • Support the annual review of IT-related risks as part of the risk management plan.
  • Track cybersecurity projects and ensure timely resolution of issues.
  • Conduct regular audits to ensure compliance with security protocols.
  • Maintain and update the cybersecurity crisis management policy to align with organizational needs.

QUALIFICATIONS

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Demonstrated experience in IT support roles, ideally within a small team.
  • Strong technical skills in troubleshooting hardware, software, and network issues.
  • Understanding of database architecture concepts.
  • Familiarity with Salesforce administration and customization.
  • Proficient in Windows and Microsoft Office applications.
  • Excellent communication skills, with the ability to interact effectively with team members and vendors.
  • Detail-oriented with strong problem-solving skills.
  • Salesforce certifications are a plus but not required.

WORKING ENVIRONMENT

  • Hybrid work environment, requiring in-person attendance at least three days per week.
  • Occasional evening and weekend work may be necessary.
  • Ability to lift up to 30 lbs. as needed.
  • Be part of a team dedicated to making a positive impact.

COMPENSATION AND BENEFITS

  • Base salary ranging from $78,000 to $90,000 annually, based on experience.
  • A comprehensive benefits package is offered.