Cloud Support Specialist - Irving, Tx

Provides operational support and problem resolution for assigned operating systems. Will resolve day-to-day end user technical issues and perform systems troubleshooting for the IT Help Desk. Responsible for Office365 and Microsoft Azure Cloud administration. Will serve as front line escalation for all IT technical and desktop support. This position will interact one-on-one with MADD staff and require independent analysis and clear communication. Assignments for this role include both routine and non-routine work. Demonstrate application/technology knowledge or similar related experience and well as general business knowledge.
This is a hybrid position.
ESSENTIAL POSITION FUNCTIONS

• Responds to and resolves day-to-day end user technical issues and performs system troubleshooting for the IT Help Desk.
• Responds to help desk requests from staff needing technical assistance. Documents the issue in the help desk platform and IT knowledge base for future reference.
• Order, image, install and repair laptops and company workstations.
• Administration of user security access and profiles within Microsoft Office365, Azure and OneLogin.
• Locates point of origination and escalates system issues or resolves independently.
• Responsible for enterprise print management and support.
• Responsible for basic Network Administration and supporting all offices VPN, Internet and Phones.
• Responsible for updating asset management and inventory management of all technology hardware and equipment.
• Investigates issues to determine timeframe, vulnerability and cause and effect of the incident. Has responsibility to escalate any issue to IT Director.
• Provides support, problem diagnosis and resolution for assigned applications.
• May serve as a resource to support the department's escalation model.
• Analyzes end user issues and recommends fixes or improvements.
• Serves as a technical Support Specialist for all enterprise Cloud systems.
• May work with outside vendors; vendor contact limited to tactical implementation.
• Maintains user/external group access policies for assigned systems.
• Assists in maintaining internal IT knowledge base.

POSITION REQUIREMENTS

• Bachelor's degree or equivalent, with 3+ or more years of IT experience in a complex and geographically diverse environment.
• This position requires dedication, dependability, and self-direction with a desire to both demonstrate and champion continuous learning and improvements in productivity.
• Non-profit operations and non-profit application experience are preferred.
• Requires solid customer service skills and the ability to communicate technical issues to non-technical people.
• Understanding of how software systems relate to operational needs.
• Ability to work both independently and with others to resolve issues and maintain composure and professionalism in an environment of changing and/or multiple priorities.
• Willingness to take personal responsibility for the outcomes resulting from his/her judgment, guidance, and decisions.
• Good communication skills with the ability to develop and convey thoughts clearly, logically and concisely both orally and in writing, using appropriate grammar and command of the English language.
• Must be able to work on a time table, meet deadlines, follow instructions and accept direction on given assignments.
• Understanding of the following:


• Office 365 Administration and Microsoft Azure
• Microsoft Office 365 application management (Outlook, Excel, Word, PowerPoint)
• Microsoft Intune
• Desktop application installation and support
• Help Desk Ticketing applications (JIRA Service Desk is preferred)
• Cloud based phone systems and call tree configuration/setup
• Network configuration and wireless network setup
• Conferencing solutions (Teams, Skype, Blue Jeans, etc...)
• LogMeIn and/or Remote User Access software
• Firewall reporting, support and baseline configuration
• Onelogin Identity Access Management and Control

BENEFITS
Eligible within first 30-45 days
Health, Dental, Vision
Retirement 403(b) + 3% employer matching
Minimum 3 weeks Vacation
12 Paid Holidays per calendar year
Up to 3 Floating Holidays per calendar year
Paid Sick Time
Modified Educational Assistance
Parental Leave
Basic Life, AD&D, Short-Term and Long-Term Disability Insurance covered by Employer
FSA, HRA
Employee Assistance Program
How to Apply
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