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IT Administrator

Salary:  $22-$26

Summary

The IT Administrator provides support to nonprofits by phone, chat, email, and remote access.  This Managed Services position is the first level of support for client desktops, printers, and infrastructure.

Effective listening and communication skills are essential as you respond to diverse clients with urgent needs and variable levels of technical understanding. As a member of the Technology Services team, this position will coordinate and collaborate with engineers and consultants. There are ongoing peer and self-learning opportunities in a supportive, service-oriented environment.

Responsibilities

Service Desk Function - (90%)

  • As an owner of customer satisfaction, you promptly respond to requests via chat, telephone, email, and a ticket system. Create call logs documenting client interactions that are accurate, thorough, and timely.
  • Serve as the first point of contact for problem determination and resolution using documented procedures and available tools.  Document problem-solving efforts in preparation for hand-off to other team members if problems are referred to Tier 2.
  • Install and configure PC hardware, software, and peripherals.
  • Work as a liaison between the customer and their technology providers, including the Internet, email, and third-party hardware and software.
  • Assist or lead activities to triage, escalate, and problem solve reported incidents.
  • Manage the Service Desk board in the ticketing tool.
  • Create and update knowledge articles.
  • Work on special projects to support the success of the IT team.

 

Professional Development, Research, and Teamwork – (10%)

  • Stay up-to-date on technological changes by attending training, reviewing current literature, and remaining proficient with administering Cloud Services.
  • Actively engage in team meetings and conversations

 

Competencies and Qualifications

Required

  • Associates degree in Computer Science, Information Technology, Business Technology, related field of study or 2+ Information Technology experience.
  • 3+ years of experience with customer-facing skills in an IT role with the ability to communicate effectively with persons who may not be technically inclined.
  • 3+ years of hands-on local and wide area experience for network technology, including Wi-Fi, VPN, and Internet connectivity products (hubs, switches, routers, firewalls, monitoring systems) and their installation, configuration, and support.
  • At least three years experience with administration and problem-solving of
    • Microsoft Windows client and server systems with Active Directory
    • Microsoft Office 365, Google G-Suite, and cloud services
    • server and client-side protection strategies against viruses, malware, and spam

Desired

  • ITIL, MTA/MCTS, CCENT/CCNA, A+/Network+ certifications
  • Prior volunteer or work experience in the nonprofit sector preferred

If your qualifications don’t exactly match these requirements, but you think you’re a good fit for the position, we still want to hear from you about why you’d be a great addition to our team.

Inclusive, Flexible Work Environment

Work Environment:

  • We offer a flexible work environment that includes working from home or the 501 Commons office in Seattle.  If you are not in the Seattle area, you will need to occasionally travel the Puget Sound area for some in-person meetings with clients and team members.
  • Hours are flexible within the 8am - 6pm workday
  • 501 Commons offers employees access to a 100% employer-paid base health care plan with the option to buy up to a PPO plan. The organization provides generous PTO and 12 paid holidays. Employees have access to an FSA, an HRA, a childcare account, and a retirement account, to which 501 Commons contributes 1% a year to all employees. Salaries are benchmarked to 75% of the median for organizations of our size
  • Some local and long-distance travel may be expected.

Physical demands:

  • The employee is regularly required to talk and hear.
  • This position requires standing, walking, bending, kneeling, crouching, and climbing.
  • The employee must occasionally lift and move items over 20 pounds.
  • This position requires clarity of vision at approximately 20 inches or less, including using computers, distance vision of 20 feet or more, and the ability to distinguish color.

Inclusion, Diversity, Equity, and Access (IDEA) Statement

501 Commons is an equal opportunity employer and seeks to recruit persons of diverse backgrounds from communities of color. We support the retention and advancement of diverse persons within the organization. We believe that having a board, staff, and volunteer corps with diverse personal and professional backgrounds enhances our ability to meet our mission.

501 Commons is committed to providing an inclusive workplace that fully utilizes the talents of all of our team members to achieve our mission. We are committed to fostering and supporting a workplace culture inclusive of people regardless of their race, ethnicity, national origin, gender identity, sexual orientation, socio-economic status, marital status, age, physical abilities, political affiliation, religious beliefs, or any other non-merit fact, so that all employees feel included, equal, valued, and supported.

Apply

To apply for this position, please email a cover letter and resume, with the position title in the subject line, to jobs@501commons.org. No calls, please. We look forward to hearing from you!