Technology Operations Specialist

Technology Operations Specialist Alexandria, VA Job Details $62,000 - $67,000 a year 16 hours ago Benefits Health savings account AD&D insurance Disability insurance Health insurance Dental insurance Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Employee onboarding Knowledge management Workflow management (operations management method) Technical documentation Bachelor of Science Microsoft Exchange Training material drafting Mid-level Windows Printer (troubleshooting support) Hardware support Customer support ticket management Microsoft Teams Technical writing IT Network infrastructure management SaaS Onboarding process management Equipment inventory management Escalation handling Bachelor of Arts Communication skills CompTIA A+

Intune Full Job Description Job Description Job Title:

Technology Operations Specialist Department:

Technology and Transformation Reports to: IT Manager This is a hybrid position located at our HQ in Alexandria, VA. Candidates currently not located within the greater DMV-area will not be considered.

Who We Are:

For over 30 years, CAF America has been a leader in enabling cross-border giving to validated charities and charitable projects across the world totaling more than $1 billion. We enable our donors to make strategic, cost-effective, and tax-advantaged gifts through our vetted network of more than 1.9 million charitable organizations in 135 countries, all while reducing the risk, reputation exposure, and administrative burden associated with cross-border giving. At CAF America, we pride ourselves on creating a positive working environment and culture that values all team members' experience and voices and represents the society we serve. We want to attract, retain, and develop the best of talent at all levels, and provide a leading and great place to work, where every voice matters.

Summary:

The Technical Operations Specialist role will provide workstation support for all CAF America employees. This is an internal end-user focused role, and as such requires someone with good emotional intelligence, initiative, and excellent follow-through. This individual will act as a liaison between our Managed Service Provider, the Technology Operations team, and CAF America end-users. The role will entail hardware and workstation support, as well as in-person, on-premises support for high visibility events. This role also has stewardship over the physical infrastructure (HW, Network, AV) at the CAF America headquarters and will require regular in-person presence. Duties and Responsibilities User Lifecycle Support Overseeing and maintaining onboarding and offboarding workflows (User Accounts) as well as the workflows for Internal Job Transitions (Accounts) Ensuring successful onboarding, device configuration/first login for new users End-User Support & Escalation End-user support escalation to the Managed Service Provider or the Technical Operations team Assist in managing the workflows of the internal ticketing system Conduct and ensure resolution of tickets submitted internally Be available (on-call) during core business hours for work-stoppage resolution Training & Knowledge Management Provide end-user training and materials (employee onboarding and IT related) Provide and maintain end-user policy documentation Create and maintain an IT documentation knowledge base Update and manage the Technology and Transformation intranet Hardware Provisioning Maintain an accurate hardware and workstation inventory Oversee the application (workstation) config and provisioning Work to complete warranty claims with hardware suppliers Onsite & Event Technical Support In-office support (conference rooms, AV, and workstations as required) Provide IT support for CAF America events (board meetings, off-site, high visibility events) Ensure the continued uptime of the (on-prem) IT infrastructure Work with multiple entities (internal teams, vendors, users, etc.) simultaneously while resolving complex end-user issues Maintain resilience, positive attitude, and supportive disposition while resolving difficult technical problems with frustrated end-users Adapt quickly to a shifting technical environment, pick up new technology quickly Return and report to supervisor and peers, and demonstrate accountability for tasks Proactive in addressing open tickets. Takes initiative to follow-up with end-users.

Qualifications:

Must be eligible to work legally in the United States. Demonstrated ability for technical writing (KB Articles, end-user training material) A communicative, responsive, and collaborative disposition is vital in this role. Must have strong written and verbal communication and training skills and be able to communicate technical information to non-technical users Strong customer service orientation

Computer/Software Experience:

Proven understanding of MS Windows workstation Accomplished technical troubleshooter Demonstrated proficiency in configuration MS Suite (M365) Significant understanding of interoperability, permissions, and rights models Ability to configure and apply MS Licensing in the Tenant Administrative experience in EntraID, Exchange, Teams, and Intune are highly preferred Understanding of the MS Tenant infrastructure and policy model is a plus Proven understanding of SaaS Solutions and their role in an IT infrastructure Competent communicator and proven ability to work with end-users in resolving complex hardware issues

Education/Experience:

Bachelor's degree (B.A./B.S.) from a four-year college or university; and two to three years of experience is preferred; or equivalent combination of education and experience. Applicable industry certifications such as CompTIA A+ or Microsoft Certifications. Experience providing computer support in both in-office and remote environments. Experience with audio-visual control systems. Experience with computer and printer hardware repair. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily, with or without accommodation. If you require accommodation to perform these essential functions, please contact the Human Resources Department. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Your health and wellness are important to us. CAF America offers a comprehensive benefits package which includes 100% paid premium for Employee Medical, Dental and Vision insurance along with a Health Savings Account (HSA), Life Insurance, Accidental Death and Dismemberment Insurance, Short- and Long-Term Disability, 401k program with up to 15% match, Employee Assistance Program (EAP) and robust Time Off programs. Salary Range - $62,000 - $67,000