CareersSt. Louis

Position Opening: Technology Services Support Specialist | Network Headquarters

Position Opening: Technology Services Support Specialist | Network Headquarters
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: Network Headquarters, St. Louis, MO
Travel: Approximately 10%

Boys Hope Girls Hope addresses the achievement and workforce development gaps by acting as a bridge to opportunity. Founded in 1977 in St. Louis, Missouri, Boys Hope Girls Hope has helped scholars succeed in school and in life for more than 40 years. We partner with families that face significant social and environmental barriers which impede a child’s ability to realize his or her potential.

Boys Hope Girls Hope creates a strong community around the young people we serve. That’s why it is vital that our Network has dynamic team members with the knowledge, skills, and character to advance the mission and role model what success looks like for our scholars.

Position Overview

Technology Services Support Specialist

Reporting to the Manager of Technology Services, the Technology Services Support Specialist will be responsible for providing high-quality, timely, and accurate support to our user base.

Normal responsibilities to support users will include provisioning new accounts, changes to existing accounts, deletion of accounts for separated team members, responding to user questions, troubleshooting problems, referring issues to appropriate support, and assisting with regular system maintenance activities. Assist on occasion with VOIP phone system and provide desktop support for users based in the Network Headquarters office, and participate in IT strategic planning regularly.

KEY RESPONSIBILITIES
  • System Support
    • Manage user access and permissions, including provisioning new users, maintaining correct access for current team members, and removing access for terminated users.
    • Identify bugs and potential changes to improve system functioning. Refer issues as needed to the Manager of Technology Services.
  • User Support – Help Desk and Training
    • Promptly respond to help tickets from users. Troubleshoot and determine when to escalate to internal super users or external support.
    • Document all interactions with users in the organization’s ticketing platform.
    • Support data research, retrieval, and hygiene projects as needed.
  • Project Work
    • Participate in project work as needed to support strategic technology initiatives.
QUALIFICATIONS
  • At least 2 years prior experience in an IT help desk or tech support role.
  • Experience with Salesforce and Office 365 preferred.
  • Relevant certification or degree, preferably with a combination of education and demonstrated experience in a nonprofit organization, is a plus.
  • Bilingual is a plus.
KEY CHARACTERISTICS
  • Strong  customer service skills, including patience, good listening skills and excellent communication skills.
  • Ability to problem solve, and learn new systems.
  • Familiarity with Customer Relationship Management (CRM) systems (Salesforce preferred), Microsoft Office 365, Microsoft Azure, Formstack, Google Suite.
  • Time-management skills and the ability to establish reasonable and attainable deadlines and effectively prioritize competing requests, while keeping lines of communication open.
  • Ability to conduct business in a professional manner, and exercise mature, independent judgment.
  • Ability to maintain the highest level of confidentiality.
  • Great attention to detail.
OUR BENEFITS

Visit our careers page to learn more about our benefits and application process.

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EQUAL EMPLOYMENT OPPORTUNITY AND NON-DISCRIMINATION

Boys Hope Girls Hope 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 Boys Hope Girls Hope Network includes more than 250 team members,
including paid employees and long-term volunteers, working together to serve 1,200 young people
in 14 cities across the United States, Guatemala and Mexico.