Senior IT Specialist

Job Description

Job Description

The Job/What You'll Do:

Serves as key technical lead for end-user systems supported by the IT Help Desk. Provides support, training, and mentorship to the IT Specialist staff serving as the escalation point for technical issues, user configuration, and application support. Manages end user hardware and software configuration, updates, and deployments. Works with IT Leadership to lead sub-projects, manage audits, and perform other duties as assigned.

Responsibilities:

• Shares in the responsibilities of the tasks assigned to IT Specialist team members.
• Act as Subject Matter Expert and escalation support for IT Specialists and IT Coordinator
• Works closely with the Infrastructure team on end user software and hardware platforms, update management, projects and advanced troubleshooting.
• Maintains hardware imaging systems and manages imaging, reimaging, and deployment of assets.
• Manages MDM systems for mobile devices, including laptops, mobile phones, hotspots, etc.
• Maintains site inventory of IT and non-IT assets, working with IT Coordinator and Facilities to facilitate shipping and receiving of user equipment.
• Manages ticketing queues and works closely with Service Desk Supervisor to ensure SLAs are met, ticket quality is upheld, and fixes are communicated to the team.
• Creates and maintains technical documentation, knowledgebase articles, and Standard Operating Procedures (SOP) for use by IT Specialist Team members and end-users.
• Ensure security is integrated into all aspects of IT Specialist and IT Coordinator workflows and procedures.
• Conduct blameless root-cause analyses for incidents, document using existing tools and formats, learn from mistakes and outages, deploy actionable monitoring and institute process changes for future prevention.
• Maintains network cabling, routing, identification, and performs basic troubleshooting with assistance of network and system administrators.
• Provide technical direction and task prioritization to IT Specialist team for daily support duties, including special project management and resource management.
• Guides Service Desk team on user-account creation and user management, including onboarding and offboarding of general staff.
• Guide and coach junior members of the team to advance their thinking and improve their skill sets using provided tools and resources.
• Provides direct support to leadership and executive teams to ensure business operations stability and growth.
• Participates in on-call rotation.
• Works in partnership with program operations and leadership to improve overall efficacy and team performance by providing coaching, feedback, support, and training to improve individual and team performance and well-being.
• Other duties as assigned.

Knowledge, Skills, Abilities:

• Ability to prioritize and manage time, handle confidential or sensitive information professionally, act with a sense of urgency, travel to other locations or states periodically.

• Ability to act professionally and maintains appropriate boundaries with clients and staff.
• Ability to report as scheduled to work, meetings, training, and job-related activities prepared and as scheduled.
• Ability to consistently demonstrate compassion and meet people with compassion; Effort, every interaction deserves my best effort; and Ownership, which drives the company's success.
• Maintains an open and accepting mindset by being an active learner, participating in discussions with others, trying new approaches and ideas, and being self-aware and self-reflective for continual personal, professional and leadership growth.

Education & Experience:

• 3-5 years of experience in field, Required
• A+, N+, Secuirty+, or equivalent Certification, Required
• Associates Degree in Information Systems or related field, Preferred

Working Conditions:

While performing the job duties in the office or at a home office, the employee is frequently required to stand, walk, sit, and use hands; they must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Exposure to noise typical with office operations. Ability to hear and speak. Employees must maintain a stable and secure private home internet with a minimum of 50Mbps download and 5Mbps upload, and an average jitter less than 20% of latency.

Who We Are & What We Offer:

Solari is an award-winning nonprofit that operates a 24/7 crisis line serving statewide in Arizona, Oklahoma and Colorado. Our mission is to Inspire Hope through our talented and compassionate staff.

Since 2007, Solari has been providing crisis contact center services and in that short time has helped thousands of individuals and families connect to the help they need. Additionally, in that short timeframe, Solari has grown to expand services to a peer-run Warm Line, Serious Mental Illness (SMI) determinations, mobile team dispatches, crisis transportation services, emergency room-based assessments, Department of Child Safety (DCS) rapid response and crisis stabilization services, telephone follow-up to those who need it, tragedy support lines and other in-kind services to the community.

• Friendly work environment
• Generous paid time off (PTO)
• Health benefits (Medical/Dental/Vision) that start the first of the month following the hire date
• Competitive compensation
• Convenient office locations and Hybrid Schedule
• On-site fitness room free to all employees (Tempe Office)
• Basic Life Insurance
• Voluntary Life, Spouse, Child Insurance
• Critical Illness w/free dependents
• Critical Illness Spouse
• Short Term & Long Term Disability- Starts first of the month after 90 days of employment
• 401K & 401K Roth - Starts first of the month after 90 days of employment
• United Pet Care
• LifeLock for identity theft
• LYRA EAP Program- 25 free sessions for mental health per family member

Solari is proud to be an equal opportunity employer and does not unlawfully discriminate against any employee or applicant for employee per applicable federal, state, and local laws. At Solari, a diverse mix of highly talented, innovative, and dedicated people come together to make a lifetime impact on each of our Client's lives. All qualified applicants will receive equal consideration for employment.

We are focused on equality and believe deeply in diversity of race, color, ancestry, age, veteran status, marital status, creed, religion, sex, gender, gender identity, sexual orientation, ethnicity, national origin, and other legally protected group status.