Upbring
Senior System Support Specialist
Upbring, Austin, Texas, us, 78716
Overview:
About UsAt Upbring,
we are servants
on a mission to break the cycle of child abuse.
We are warriors , brave as the thousands of Texas Children and families we serve. We stand up for those who cannot speak for themselves.
We are a family
who values innovation, empathy, patience, understanding and trustworthiness.What You'll DoThe Senior System Support Specialist ensures first level technical support for internal workplace technologies and their users by managing and responding to trouble tickets via the online help desk system. The incumbent provides accurate and timely solutions that are designed to assist users in accessing their computer hardware and software efficiently.Our Upbring staff members are servant-leaders in the pursuit of breaking the cycle of child abuse and empowering others to do the same through example while embodying our core values: We are Warriors. We are Servants. We are Family.Responsibilities:We Are Warriors |
We Set the Standards for Child WelfareWork StandardsProvide Help Desk level supportTroubleshoot common workplace technologiesMonitor and respond to trouble tickets and calls to the Help Desk in a timely mannerIsolate and document problem trendsComplete hardware and software configuration and deploymentProvide technical support for new systems during the implementation processOther duties and special projects as assignedCommunicationDocument and maintain troubleshooting data, evaluate, and analyze incident reports for recurring problems using Help Desk softwareDiscuss problem trends with administratorsFirst responder for network outagesIsolate and communicate a clear path to resolution during any troubleshootingCommunicate with administrators during escalationsWe Are Servants|
We Help OthersTeamworkAssist Systems Administrators with Active Directory maintenance and minor troubleshootingAssist Systems Administrators with email, spam, antivirus, printer administration and supportAssist internal users both desk side and remote Review and enter new user account configurations in Active Directory and other applicable servicesAssist with maintaining and supporting network integrity against malicious intentWork closely with System Administrators to test and implement new systems and upgradesWork closely with the IT Help Desk Manager/System Administrators to ensure operations are efficiently supporting user needs in line with department and organizational objectivesTravel to programs to resolve issues as neededWe Are Family |
We Are Passionate & CompassionateBuilding RelationshipsDevelop and maintain productive relationships with users, management, clients, and vendorsWork as part of the team with professionalism by modeling a positive and engaging attitude towards work relationshipsEscalate user and systems level issues to vendors, consultants, or management when deemed necessaryWork as a team player and exhibit professional behavior and a positive attitude with both internal and external clients that reflect positively on the Agency and is consistent with Agency policies and practicesActively participate in exhibiting cultural awareness and sensitivity when interacting with children, parent(s)/guardian(s)s, staff, and the community
Qualifications:Minimum QualificationsBachelors degree in Computer Science, Information Technology, Systems Administration, or closely related field (additional experience may be considered in lieu of education)3 years of experience in technical or Help Desk support6 months exp working with Active DirectoryValid TX drivers license and auto insurance coverageAbility to efficiently troubleshoot and document technical issuesStrong working knowledge of Windows 10, Microsoft Office products.Basic network connectivity and troubleshooting experienceStrong customer service skills with the ability to establish a positive rapport with clienteleGeneral knowledge of common workplace technologies and their supporting infrastructureDemonstrate strong problem-solving skills, with the ability to think critically and present creative solutionsAbility to work in an organized and detailed manner while managing competing requestsAdvanced proficiency with Microsoft Excel and Outlook and Management Information Systems (MIS)Knowledge, Skills, & AbilitiesAwareness of Active DirectoryAbility to efficiently troubleshoot and document technical issuesStrong working knowledge of Windows 10, Microsoft Office productsBasic network connectivity and troubleshooting experienceStrong customer service skills with the ability to establish a positive rapport with clienteleGeneral knowledge of common workplace technologies and their supporting infrastructureDemonstrate strong problem-solving skills, with the ability to think critically and present creative solutionsAbility to work in an organized and detailed manner while managing competing requestsPerks at UpbringCompetitive PTO & paid holidaysHealth, dental, vision insurance & more!403(b) PlanEmployee Assistance Program24/7 access to telemedicine and counseling servicesDiscounted Gym MembershipsPhysical Demands & Work ConditionsThis position requires sitting, looking at, and using a computer for long periods of timeLift, push, pull, move up to 50 lbs. and use equipment and/or work with other team members to move, push, pull, lift anything over 50 lbs.Overtime as needed
The physical requirements for this position with or without reasonable accommodation are representative of those that must be met by an employee to perform the essential functions of this position successfully. While performing this position the employee with or without reasonable accommodation should have the ability to walk, stand, sit, kneel, speak, and hear with aid, see, read, reach with arms and hands, lift and/or move up to specified weight, and use equipment that is essential to performing the job, such as a computer, copier, fax machine, telephone, and automobile, if applicable. Specific vision requirements of this position may include color vision, seeing things up close, and the ability to adjust focus.Diversity. Equity. Inclusion. Belonging ?We are a diverse and inclusive organization that recognizes our strength is in the efforts of our selfless warriors. Honoring and recognizing the value and dignity of all individuals is the cornerstone of our agency. The more diverse the individuals, thought processes and lived experiences, the greater the opportunity is to combine unique perspectives to make a greater impact. Our trust, respect, and appreciation for one another is demonstrated through our communication, celebration of progress and relentless effort to be at our best to fulfill our mission to break the cycle of child abuse.Upbring is an Equal Employment Opportunity/AA Employer and does not discriminate on the basis of race, color, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, pregnancy, marital status, national origin, genetic information, physical or mental disability, military or veteran status.
About UsAt Upbring,
we are servants
on a mission to break the cycle of child abuse.
We are warriors , brave as the thousands of Texas Children and families we serve. We stand up for those who cannot speak for themselves.
We are a family
who values innovation, empathy, patience, understanding and trustworthiness.What You'll DoThe Senior System Support Specialist ensures first level technical support for internal workplace technologies and their users by managing and responding to trouble tickets via the online help desk system. The incumbent provides accurate and timely solutions that are designed to assist users in accessing their computer hardware and software efficiently.Our Upbring staff members are servant-leaders in the pursuit of breaking the cycle of child abuse and empowering others to do the same through example while embodying our core values: We are Warriors. We are Servants. We are Family.Responsibilities:We Are Warriors |
We Set the Standards for Child WelfareWork StandardsProvide Help Desk level supportTroubleshoot common workplace technologiesMonitor and respond to trouble tickets and calls to the Help Desk in a timely mannerIsolate and document problem trendsComplete hardware and software configuration and deploymentProvide technical support for new systems during the implementation processOther duties and special projects as assignedCommunicationDocument and maintain troubleshooting data, evaluate, and analyze incident reports for recurring problems using Help Desk softwareDiscuss problem trends with administratorsFirst responder for network outagesIsolate and communicate a clear path to resolution during any troubleshootingCommunicate with administrators during escalationsWe Are Servants|
We Help OthersTeamworkAssist Systems Administrators with Active Directory maintenance and minor troubleshootingAssist Systems Administrators with email, spam, antivirus, printer administration and supportAssist internal users both desk side and remote Review and enter new user account configurations in Active Directory and other applicable servicesAssist with maintaining and supporting network integrity against malicious intentWork closely with System Administrators to test and implement new systems and upgradesWork closely with the IT Help Desk Manager/System Administrators to ensure operations are efficiently supporting user needs in line with department and organizational objectivesTravel to programs to resolve issues as neededWe Are Family |
We Are Passionate & CompassionateBuilding RelationshipsDevelop and maintain productive relationships with users, management, clients, and vendorsWork as part of the team with professionalism by modeling a positive and engaging attitude towards work relationshipsEscalate user and systems level issues to vendors, consultants, or management when deemed necessaryWork as a team player and exhibit professional behavior and a positive attitude with both internal and external clients that reflect positively on the Agency and is consistent with Agency policies and practicesActively participate in exhibiting cultural awareness and sensitivity when interacting with children, parent(s)/guardian(s)s, staff, and the community
Qualifications:Minimum QualificationsBachelors degree in Computer Science, Information Technology, Systems Administration, or closely related field (additional experience may be considered in lieu of education)3 years of experience in technical or Help Desk support6 months exp working with Active DirectoryValid TX drivers license and auto insurance coverageAbility to efficiently troubleshoot and document technical issuesStrong working knowledge of Windows 10, Microsoft Office products.Basic network connectivity and troubleshooting experienceStrong customer service skills with the ability to establish a positive rapport with clienteleGeneral knowledge of common workplace technologies and their supporting infrastructureDemonstrate strong problem-solving skills, with the ability to think critically and present creative solutionsAbility to work in an organized and detailed manner while managing competing requestsAdvanced proficiency with Microsoft Excel and Outlook and Management Information Systems (MIS)Knowledge, Skills, & AbilitiesAwareness of Active DirectoryAbility to efficiently troubleshoot and document technical issuesStrong working knowledge of Windows 10, Microsoft Office productsBasic network connectivity and troubleshooting experienceStrong customer service skills with the ability to establish a positive rapport with clienteleGeneral knowledge of common workplace technologies and their supporting infrastructureDemonstrate strong problem-solving skills, with the ability to think critically and present creative solutionsAbility to work in an organized and detailed manner while managing competing requestsPerks at UpbringCompetitive PTO & paid holidaysHealth, dental, vision insurance & more!403(b) PlanEmployee Assistance Program24/7 access to telemedicine and counseling servicesDiscounted Gym MembershipsPhysical Demands & Work ConditionsThis position requires sitting, looking at, and using a computer for long periods of timeLift, push, pull, move up to 50 lbs. and use equipment and/or work with other team members to move, push, pull, lift anything over 50 lbs.Overtime as needed
The physical requirements for this position with or without reasonable accommodation are representative of those that must be met by an employee to perform the essential functions of this position successfully. While performing this position the employee with or without reasonable accommodation should have the ability to walk, stand, sit, kneel, speak, and hear with aid, see, read, reach with arms and hands, lift and/or move up to specified weight, and use equipment that is essential to performing the job, such as a computer, copier, fax machine, telephone, and automobile, if applicable. Specific vision requirements of this position may include color vision, seeing things up close, and the ability to adjust focus.Diversity. Equity. Inclusion. Belonging ?We are a diverse and inclusive organization that recognizes our strength is in the efforts of our selfless warriors. Honoring and recognizing the value and dignity of all individuals is the cornerstone of our agency. The more diverse the individuals, thought processes and lived experiences, the greater the opportunity is to combine unique perspectives to make a greater impact. Our trust, respect, and appreciation for one another is demonstrated through our communication, celebration of progress and relentless effort to be at our best to fulfill our mission to break the cycle of child abuse.Upbring is an Equal Employment Opportunity/AA Employer and does not discriminate on the basis of race, color, ancestry, religion, age, sex, sexual orientation, gender, gender expression, gender identity, pregnancy, marital status, national origin, genetic information, physical or mental disability, military or veteran status.