About Us
Hope Ignites is the catalyst that helps young people achieve their full potential. We are connecting with youth when they are 10-13 years old, who are bright, motivated, and inspired to help their families break the cycle of poverty and create a new beginning. In partnership with their families and guardians, our job is to guide and nurture them on the way there. We help them find their purpose and passion by exposing them to life, educational, and professional opportunities they might not otherwise be able to access.
We make a long-term commitment to our young people from middle school, through high school, college, and into their early careers. There is one program with two unique but complementary pathways to meet young people’s needs. Our Academy provides year-round, out-of-school time programming. Our Residential pathway serves as the primary home for scholars who receive round-the-clock care in a structured and loving environment. We provide scholarships, wrap-around support and connections to internships and jobs for post-secondary/collegian students.
The Hope Ignites Network includes more than 250 team members and 300 volunteers, who work together to serve more than 1,200 young people in cities across the United States, Guatemala and Mexico. Scholars come from a wide variety of backgrounds, and we encourage applicants with diverse backgrounds and experiences to apply.
About Hope Ignites Network Headquarters
Hope Ignites Network Headquarters provides comprehensive support to our affiliates across various domains. This includes strategic leadership, program support and design, knowledge building, training, and convening. We offer evaluation and performance management, finance and accounting services, technology support, risk management, corporate insurance, marketing and development consulting, employee recruiting and training as well as payroll and benefits management. Through these services, we ensure standardized practices, quality assurance, and efficient operations across all our affiliates, fostering the best possible outcomes for the youth we serve. We also provide direct support and programs to scholars, collegians, and alumni in a variety of formats.
MISSION
To nurture and guide motivated young people in need
to become well-educated, career-ready men and women for others.
QUICK FACTS
Deadline: Open until filled
Status: Regular Full-Time
Type: Professional
Location: St. Louis Based/Hybrid
Travel: As Needed
Position Description
Hope Ignites Network Headquarters seeks an Infrastructure Support Specialist to join our Network Headquarters Team. The Infrastructure Support Specialist is primarily responsible for the daily support and management of our Microsoft 365 tenant, including but not limited to Teams, Outlook/Exchange, SharePoint, Copilot, and Entra ID. This role encompasses tasks such as user account management, SharePoint site administration, and end-user support for associated Microsoft 365 applications. Additional responsibilities may include support and maintenance of our Cisco Meraki infrastructure and basic end user support for our Salesforce organization (including basic user access and assistance with core Salesforce functionalities).
All interactions with end users are managed within Salesforce Service Cloud, and success metrics for this role are based on KPIs derived from the end-user support dashboard. The Infrastructure Support Specialist will also share responsibility for assisting in the creation of knowledge base content to support our broader Network Headquarters team of subject matter experts.
Key Responsibilities
Microsoft 365 Management (40%): Oversee the administration of the Microsoft 365 tenant, including user management, SharePoint site maintenance, and Power Automate support. Manage user provisioning for Microsoft 365 applications, as well as several role specific applications.
Assist in research and deployment of Microsoft Copilot AI initiatives. End-User Device Support (20%): Offer support for organization-owned devices and BYOD (Bring Your Own Device) to ensure seamless operation and user satisfaction. Majority of our user base are Windows users; however, we strive to provide best effort support to Mac users as well.
Support of Microsoft Intune managed devices for a subset of users. Knowledge Base Contribution (10%): Develop and maintain knowledge base articles to standardize support practices and improve efficiency
Basic Configuration and end user support of our Cisco Meraki Infrastructure. (10%)
End user support of our Salesforce Org (10%). Primarily focused on end user access and core functionality
Frontline Helpdesk Management (10%): Triage and assign other help tickets as they are received, ensuring subject matter experts acknowledge and begin work in accordance with established SLAs.
Additional responsibilities may be required as assigned
Working Conditions
- This is a professional position based in St. Louis at the Network Headquarters of Hope Ignites. The position requires extensive contact with employees, volunteers, applicants, vendors, and the public. Use of computer, phone required to complete duties. Some travel within our 14-affiliate network may be required. Considered candidates must have the ability to occasionally work in the evening, weekends, and some holidays as needed.
- This position requires frequent talking, typing, ability to communicate clearly in writing and orally, walking, occasional lifting of a minimum of 15 pounds, bending, sitting at a desk for long periods of time, and the ability to comprehend and use good judgment on sensitive and sometimes complex information due to the nature of the work
Benefits & Applying
Visit our careers page to learn more about our benefits and application process.
Or, click the APPLY button below, select the position you are applying for from the career search dropdown, and click Submit Resume button. Be prepared to include a cover letter and salary requirements for consideration. We can’t wait to hear from you!
Qualifications
Ideal candidates will possess the following:
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Experience in managing Microsoft 365 environments, including user management, SharePoint, and Power Automate.
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Entry level Knowledge of Cisco Meraki infrastructure, including wireless and wired networks.
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Excellent problem-solving skills and the ability to provide effective end-user support.
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Experience in creating and maintaining knowledge base articles, including step by step documents created using Scribe.
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Strong communication skills and the ability to work collaboratively with team members and external stakeholders.
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Experience working with third party contractors as an extension of an internal team.
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Experience with managing ticketing systems, such as Salesforce Service Cloud or Zendesk.
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Associate degree required, bachelor’s degree preferred or equivalent experience.
Preferred Skills:
- Microsoft certifications or applied skills credentials, ideally in the Microsoft 365 and Entra ID Space.
- Experience in a non-profit or human services organization.
- Familiarity with WordPress CMS.
- Familiarity with Large Language Models such as Microsoft Copilot.
- Fluency in written and spoken Spanish strongly preferred but not required.
Hope Ignites is an equal opportunity employer. Applicants are considered for any position applied for without regard to race, ethnicity, color, national origin, ancestry, religion, sex, age, disability, military service, sexual orientation, marital status, genetic information, or any other basis prohibited by Federal, state, or local law. Learn more about our commitment to Diversity, Equity and Inclusion.
The Hope Ignites Network is constantly growing with team members, including paid employees and long-term volunteers, working together to serve an ever-increasing population of young people across the United States, Guatemala, and Mexico. With your enthusiasm to join us, our potential for an even wider reach is limited to nothing!