IT Systems Support Specialist

POSITION SUMMARY:

The IT Systems Support Specialist provides support to council staff in the use of systems applications, including Volunteer facing software. The position plays a critical role in the accuracy of data input into systems and adoption of systems among staff.  She/he is directly responsible for staff training and onboarding of new staff.  At all times she/he must portray a positive image that is representative of policies, procedures, and promotes customer service to internal/external stakeholders.

 MAJOR ACCOUNTABILITIES:

•  Develop and deliver training and provide ongoing support that ensures staff has the expertise required to perform their position responsibilities as it relates to cloud based IT platforms.
• Identify and apply procedures to safeguard data security, develop standards and policies for data entry and ensure compliance.
• Provide daily “help desk” service to staff and/or external stakeholders when applicable.
• Build and maintain positive working relationships with internal/external customers i.e. vendors, donors, community, volunteers within a specified IT system.
• Develops guidelines for database training for data-entry staff, data analysts and end-users.
• Assist in the creation and maintenance of regular reports that ensures accuracy of data among systems.
• Identify and provide solutions for data and functionality issues within the systems.
• Communicate to staff the solution and/or resolution to functionality system issues.
• Utilize critical thinking to determine why data is inconsistent and communicate the solution on how to resolve the inconsistency.
• Analyze reports and other metrics to identify data errors, develop protocols and processes for staff data input.
• Develop reports and run queries in cloud based technology systems to generate financial and performance results with the ability to format in Excel.
• Lead interdepartmental teams to complete an assigned project (on-time, to specifications, accurate and efficient) to ensure compliance with federal, state, local, industry, contractual and company regulations, standards, specifications and best practices.
• Embrace and enhance a culture that values diversity and ensures that staff, girl and volunteer efforts reflect the council’s commitment to diversity, equity and inclusion.
• Carry out other duties as assigned.

 CORE COMPETENCIES:

•  Project management skills with the ability to handle multiple tasks and priorities simultaneously.
• Strong oral communication skills.
• Strong attention to detail.
• Excellent customer service skills.
• Vendor management skills (contractual – service – cost).
• Ability to analyze and apply critical thinking to data inconsistencies for solutions.
• Act liaison between end-user needs and various cloud based IT systems to deliver desired outcomes.

 EDUCATION and/or EXPERIENCE:

•  High school diploma or equivalent.
• Minimum 3 years administrative database support experience.
• Professional knowledge of Microsoft Excel, working knowledge of PowerPoint and Outlook.

 ADDITIONAL JOB REQUIREMENTS and PHSYICAL DEMANDS:

•  Ability to work with a diverse group of staff, volunteers and vendor representatives.
• Proficiency in database administration, prospect and constituent management, data imports and exports, developing reports.
• Become a registered member and maintain membership in GSUSA.
• Ability to cultivate and maintain collaborative relationships.
• Must be able to organize and prioritize work, be proactive, take initiative, resolve problems, follow through and simultaneously manage multiple priorities to ensure goals are met.
• Process financial transactions for various department events/registrations within cloud based IT systems.
• Ability to work a flexible schedule (evenings, weekends) to meet the needs of the organization.
• Active participation in Product Sales initiatives.
• Statewide travel required.
• Valid Connecticut driver’s license.
• Must carry and show proof of liability coverage of personal vehicle.
• Physical ability to lift, carry, push, pull or move objects up to 20 lbs.