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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 on an ongoing basis.

POSITION SUMMARY

The IT Support Specialist and Salesforce Administrator is crucial in connecting our small team with the professional IT vendors we collaborate with. Responsibilities encompass providing technical assistance to team members, supporting IT infrastructure, and working closely with external IT service providers. This role also involves assisting in Salesforce administration, development, and implementation projects aimed at enhancing efficiency and optimizing business processes while ensuring effective stakeholder relationship management.

KEY RESPONSIBILITIES

IT Technical Support

  • Act as the primary contact for resolving technical issues and offering support to team members with IT equipment, including office hardware, computer systems, and telecommunication devices.
  • Diagnose and troubleshoot hardware and software issues for team members, including desktops, laptops, printers, and peripherals.
  • Monitor and address staff IT and computer-related issues, complaints, and challenges.
  • Assist in onboarding new staff, including IT training and the setup of new computers with necessary hardware and software.
  • Coordinate user profiles and permissions for all staff and external partners, ensuring data integrity and appropriate access levels within applications, including our Salesforce CRM.
  • Support staff in setting up conference room IT and AV equipment for hybrid or virtual meetings.
  • Serve as the primary administrator for the organization's phone system and software.
  • Manage and maintain Zoom Conference Rooms, conducting regular software updates and troubleshooting minor issues, escalating more significant problems to the IT vendor.
  • Oversee domain name management, including renewal and registration.

IT Project and Vendor Management

  • Act as a liaison between our team and IT support partners, facilitating effective communication and collaboration to ensure timely resolution of issues.
  • Collaborate with IT vendors to maintain, monitor, and update IT systems and security, ensuring compliance and minimal downtime.
  • Coordinate with external IT service providers to address technical challenges, implement solutions, and ensure service level agreements are met.
  • Provide insights and recommendations to management regarding improvements to IT infrastructure.
  • Stay informed about IT trends, AI technology, and new applications to support efficiency and innovation.
  • Coordinate IT projects and initiatives, overseeing IT service providers that offer support.

Salesforce Administration and Projects

  • Work with internal staff to gather requirements and design custom enhancements within the Salesforce platform.
  • Customize Salesforce-related applications, including mobile platforms, with workflows, surveys, reports, and dashboards to optimize business processes and enhance productivity.
  • 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 with Salesforce best practices, new features, and releases to leverage the platform effectively for organizational growth.
  • Ensure data integrity and quality.
  • Provide Salesforce training to staff.

Cybersecurity and IT Audits

In collaboration with IT support partners:

  • Ensure and monitor data retention and cybersecurity procedures to protect the organization's records, data, and assets.
  • Support the risk management plan with annual reviews of IT-related risks.
  • Track and manage cybersecurity projects, ensuring timely resolution of issues.
  • Conduct regular system audits to ensure compliance with security protocols and data protection measures.
  • Maintain and update the cybersecurity crisis management policy, ensuring that cyber insurance meets organizational needs.

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, capable of effectively interacting with team members and external vendors.
  • Detail-oriented with strong problem-solving abilities 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 on-site needs of the team.
  • Occasional evening and weekend work may be required.
  • Ability to lift up to 30 lbs. occasionally.
  • Be part of a dedicated team focused on the promise of Colorado and the potential of its residents.

BENEFITS & COMPENSATION

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