Technology and Data Specialist

Summary:
The Children’s Trust’s Information Technology (IT) team is responsible to implement strategically aligned solutions to increase the use of information to support decision making to meet financial, strategic, and operational goals. The IT team supports all departments throughout The Trust, and its community networks and provider partnerships. The Technology and Data Specialist reports to the IT Manager and is responsible for providing data and technical support to members of the Data Team and other stakeholders. Responsibilities include providing support to augment the services provided by The Trust’s Infrastructure-as-a-Service (IaaS) partner, assisting with on-site or hybrid meetings utilizing technology, triaging and troubleshooting tickets as they are submitted for Data Team support, and configuring routine requests based on validated requirements.

Reporting Relationships:
The Technology and Data Specialist reports directly to the IT Manager. Performance is reviewed through meetings, reports, and observation of results achieved.

Hybrid Work Arrangement:
This position is allowed to use The Children’s Trust hybrid work arrangement of flexible working schedule that allows employees to work both remotely and from the Miami office generally 2-3 days per week.
Scope of Responsibility:
The Technology and Data Specialist is accountable for the cost-effective and efficient attainment of The Trust’s objectives, and conformity to Board and internal policy, procedures, direction and protocol. Errors in fact, interpretation or judgment can undermine the overall effectiveness and success of The Trust. The incumbent is expected to demonstrate the highest level of discretion and business conduct and ethics.

Essential Duties and Responsibilities:
User Support/Helpdesk
o Supports helpdesk function as first point of contact for Solutions teams. Routes tickets to appropriate agent. Follows-up to ensure tickets are actively being solutioned within SLA.
o Evaluates incidents and escalates with service provider those requiring urgent and/or priority resolution; follow-up as needed.
o Works collaboratively with team to solution non-routine tickets.
o Supports user access to software, services, systems and devices including device setup, onboarding/offboarding and on-site maintenance.
o Assists with administration tasks related to IT software and services.
o Provides technical support with on-site or hybrid meetings.
o Reviews helpdesk incidents to:
o  evaluate and analyze categories/types of incidents, resolution time and resources.
o  recommend options to mitigate helpdesk incidents (i.e., training, system/business process change, etc.).
o  design and deliver effective training and training materials for system users.
o Manages hardware inventory including tracking, checking out devices, retiring, wiping, and physical setups.
o Communicates and escalates helpdesk issues to IT Manager in timely fashion.
o Prepare user friendly ‘Tech tips’ for publication in “The Voice.”
Fiscal and Contracting
Supports the IT Manager with contracts, bids, purchase orders and related invoices.
Researches and presents options to procure hardware and software to meet requirements.

Cybersecurity
o Monitors security and system alerts/logs and escalates as needed.
o Partners with vendors to implement risk mitigation and system improvement activities.
o Reports all incidents, cyber attacks and detected threats to IT Manager, IT Director and Chief Operations Office or Chief Information Officer.
o Prepare user friendly educational and informational security communications.

Testing
o Serves as a resource to testing team to ensure timely execution of testing plan.
o Schedule and facilitate testing meeting with testers
o Configures testing environment including granting user access.
o Monitors the testing progress to ensure all testing defects are assigned, resolved and re-tested
o Communicate and escalate testing issues to IT Manager in timely fashion
o Coordinate UAT signoff activities

Qualifications
The incumbent must have a bachelor’s degree and one year experience in business, project management, computer science or related field. Equivalent combination of related education and experience will be considered.
Required:
o Strong knowledge (including administration) of Microsoft Office 365 productivity tools including Teams, Excel, PowerPoint, and Word; knowledge of meeting solutions and platforms.
o Familiarity with workflow and project management software.
o Ability to manage multiple concurrent projects and tasks.
o Ability to work with people with diverse backgrounds (technical and non-technical).
o Excellent interpersonal and communication skills (verbal and written) required.
o Strong analytical and problem-solving skills.
o Outstanding customer support skills.
o Must be self-motivated and able to work independently.