At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.

Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives. Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce, and seeks to build collaborative and supportive working environments and relationships.

If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team oriented environment, then Heartland Family Service is the agency for you.

SUMMARY DESCRIPTION OF WORK

The position provides technology tools and support to enhance services that strengthen individuals and families in our community. This role is the primary position responsible for development and support for the ITSM application. This role will also be a help desk lead, providing second level support for the helpdesk staff, as well as knowledge and training to the helpdesk staff. Assisting with help desk coordination, process improvement, and skill development as needed is also expected. Other secondary responsibilities will include supporting, maintaining, and leveraging various systems including Windows systems, SQL server, SharePoint, and MS System Center to improve IT efficiencies. The position requires highly technical and specific knowledge, skills, and experience along with daily decision making. Working with the IT team and with a wide range of customers and meeting deadlines is critical. The position will have the opportunity to plan, conduct, and lead a range of comprehensive, specialized projects across a variety of technologies. Troubleshooting and strong communication skills are paramount to being successful.

Compensation range: $48,600 to $68,000 (based upon experience)
Work Schedule: Monday through Friday, 8:30a.m. - 5:00p.m.

Click to see benefits and company perks

Essential Duties and Responsibilities

• ITSM Development - Works with agency staff to develop the ITSM solution to meet the needs of the agency, both from an administrative and end user perspective.
• ITSM Maintenance - Updates and maintains the ITSM solution.
• Process Improvement - Reviews current departmental processes for continuous improvement and works collaboratively with staff to implement those improved processes into various workflows to streamline problem reporting and resolution.
• Documentation - Develops documentation for the ITSM solution, Help Desk functions, etc.
• Help Desk Coverage - Backup support for the help desk
• Help Desk Escalation - Provides 2nd level escalation support for the Help Desk staff as needed
• Help Desk Coordination - Coordinates with and provides direction, collaboration, and training to the Help Desk staff on processes, procedures, issues, etc.
• On-Call Rotation - Part of on-call rotation for after-hours emergency support calls.
• Cooperates and collaborates with program area staff, volunteers, and other Agency staff.
• Abides by all specific program and Agency procedures, policies, and requirements.
• Is prompt and accurate in completing all required projects, reports, statistics, and other requirements.
• Displays a courteous and caring attitude at all times to the clientele, volunteers, and visitors of the Agency.
• Develops personal and program related skills through participation in internal and external training opportunities including printed material and audio and/or visual media.
• Creates, maintains and shares as appropriate a dynamic self-care plan.
• Strives to make connections between the agency and the larger community whenever possible in order to contribute to the agency's ongoing fundraising and friend-raising efforts.
• Essential functions of this job are to be performed on company physical work site
• Performs other duties as assigned.

MINIMUM QUALIFICATIONS

• 2+ years of IT work experience or Associates Degree in an applicable Technology field.
• Experience Level: Previous Windows Server support.
• Valid Driver's License and acceptable driving record.
• Must be able to lift up to 50 lbs.
• Is dependable and punctual regarding scheduling and attendance.

REQUIRED SKILLS

• Organization
• Project management
• Communication
• Customer Service

PREFERRED KNOWLEDGE

• Computers and Peripherals
• Cherwell ITSM / ITSM Development
• Windows Server
• SQL Server
• SharePoint
• Active Directory
• IT Help Desk
• Customer Service