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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 for review as they become available.

OVERVIEW

The IT Services Coordinator and Salesforce Systems Specialist is essential in connecting our dedicated team with external IT professionals. This role encompasses providing technical assistance to team members, maintaining IT systems, and collaborating with external IT service providers. Furthermore, this position will support Salesforce administration, development, and implementation initiatives aimed at enhancing operational efficiency and improving stakeholder relationship management.

KEY RESPONSIBILITIES

Technical Support

  • Act as the primary contact for resolving technical challenges and assisting team members with IT equipment, including office devices, computer hardware, and telecommunication systems.
  • Diagnose and troubleshoot hardware and software issues for team members, including desktops, laptops, printers, and other peripherals.
  • Monitor and address IT-related issues, complaints, and challenges faced by staff.
  • Facilitate the onboarding of new employees, including IT training and the setup of their computers with necessary hardware and software.
  • Manage user profiles and permissions for all staff and external partners, ensuring data integrity and appropriate access levels within applications, including Salesforce CRM.
  • Assist staff in configuring conference room IT and audiovisual equipment for virtual meetings.
  • Oversee the administration of the organization's phone system and related software.
  • Maintain Zoom Conference Rooms by performing regular software updates and troubleshooting minor issues, escalating significant problems to the IT vendor.
  • Handle domain name management, including renewals and registrations.

Project and Vendor Management

  • Serve as a liaison between our team and IT support partners, ensuring effective communication and collaboration for timely issue resolution.
  • Work with IT vendors to maintain, monitor, and update IT systems and security, ensuring compliance and minimal downtime.
  • Coordinate with external IT service providers to tackle technical challenges, implement solutions, and meet service level agreements.
  • Provide management with insights and recommendations for IT infrastructure enhancements.
  • Stay informed about IT trends, AI technologies, and new applications to foster efficiency and innovation.
  • Oversee IT projects and initiatives, ensuring proper coordination with service providers.

Salesforce Administration

  • Collaborate with internal teams to gather requirements and design custom enhancements within the Salesforce platform.
  • Customize Salesforce applications, including mobile platforms, with workflows, surveys, reports, and dashboards to optimize business processes.
  • Assist in implementing Salesforce projects, including data migration, integration with third-party systems, and user training.
  • Support and streamline application processes using TargetX.
  • Stay updated on Salesforce best practices and new features to leverage the platform effectively for organizational growth.
  • Ensure data integrity and quality within Salesforce.
  • Provide training to staff on Salesforce functionalities.

Cybersecurity and Audits

In collaboration with IT support partners:

  • Monitor data retention and cybersecurity protocols to safeguard the organization's records and assets.
  • Support the risk management plan with regular reviews of IT-related risks.
  • Track and manage cybersecurity initiatives, ensuring timely resolution of issues.
  • Conduct regular system audits to ensure compliance with security protocols.
  • Maintain and update the cybersecurity crisis management policy, ensuring appropriate cyber insurance coverage.

QUALIFICATIONS

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Demonstrated experience in IT support roles, preferably within a small team environment.
  • Strong technical skills in troubleshooting hardware, software, and network issues.
  • Solid understanding of database architecture concepts.
  • Familiarity with Salesforce administration, configuration, and customization, including TargetX.
  • Proficient in Windows and PC systems as well as Microsoft Office applications.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with team members and external vendors.
  • Detail-oriented with strong problem-solving skills and a proactive approach to resolving issues.
  • Salesforce certifications (e.g., Salesforce Administrator) are highly desirable but not mandatory.

WORKING ENVIRONMENT

  • Hybrid work environment, requiring in-person attendance at least three days per week, responsive to the team's on-site needs.
  • Occasional evening and weekend work may be necessary.
  • Ability to lift up to 30 lbs. as needed.
  • Join a passionate team dedicated to the promise of Colorado and the potential of its residents.

COMPENSATION AND BENEFITS

  • Base salary ranging from $78,000 to $90,000 per year, depending on experience.
  • The organization offers a comprehensive benefits package.