IT Support Technician

ORGANIZATION SUMMARY  

Utah’s Promise is a nonprofit organization focused on removing barriers, improving education, and providing access to basic needs. United Way of Salt Lake, 211 Utah (Salt Lake City team), and Promise Partnership Utah are part of the Utah’s Promise organization. Together, we are committed to 100% of kids and families thriving.  

Our workplace is fast-paced, friendly, adaptive, and grounded in our core values: relationships, continuous improvement, results, and equity. We offer competitive compensation including a comprehensive benefit package, generous paid time off, and flexible schedules. People with diverse backgrounds and abilities are encouraged to apply. 

POSITION SUMMARY  

We facilitate access to tech tools, outline processes, and guide organizational technology/data strategy. The IT Support Technician ensures United Way of Salt Lake (UWSL) staff members have secure and reliable access to network(s), hardware, enterprise and specific org-approved software solutions.  This position will provide regular, in-person and remote assistance to team members and is expected to be onsite four days a week. This position is expected to provide excellent customer service and IT support to our 80+ team members, helping non-technical users navigate their technology tools while ensuring a secure and policy-driven environment.  

ESSENTIAL FUNCTIONS  

Maintain and improve technology tools for staff, including acting as the organization’s “help desk” and ensuring all staff have access to secure and reliable network infrastructure, hardware, and enterprise software.  

1. Provision/setup laptops and other technology hardware
2. Track and schedule preventive maintenance
3. Provision and terminate accounts in enterprise software
4. Conduct monthly security audits
5. Lead all email, security, and backup efforts
6. Resolve and manage IT help desk support, opening tickets with vendors as needed
7. Ensure all system/driver/software patches updates are completed on each company owned endpoint
8. Keep Wi-Fi, ethernet, and VPN network running including managing switches, cabling, firewall and internet connectivity
9. Maintain inventory and maintenance records of all related technology related hardware
10. Assist with staff education for enterprise software and hardware care through ongoing training and development of self-help tools
11. Secure quotes and make recommendations for technology purchases
12. Provide monthly reports on help desk, equipment status, and security risks
13. Provide both remote and in person support/troubleshooting with end users
14. Administrator Office 365, Exchange Online and Azure AD including SSO
15. Domain name management including DKIM, CNAME records
16. Manage relationships with technology vendors
17. Other duties as assigned

REQUIRED COMPETENCIES  

• Tech Savvy. Anticipates and adopts innovations in business-building digital and technology applications.
• Ability to troubleshoot through a variety of methodologies
• Ability to rapidly learn, and integrate new practices and knowledge into your troubleshooting and support processes
• End-user Focus. Builds strong relationships with end-users, engages them in design and testing, and delivers user-centric solutions.
• Plans and Aligns. Plans and prioritizes work to meet commitments that are aligned with organizational goals. Works to understand organizational goals and their contributions to them.

QUALIFICATIONS  

• 1-2 years of experience providing technical support and troubleshooting computer equipment remotely and in person or comparable education/certifications.
• Experience using deployment tools to image and update devices
• Strong understanding of Microsoft Windows and Mac OS
• Basic knowledge of, including but not limited to the following – Windows 10 & 11, Office 365, Microsoft Exchange, Azure Active Directory, virtual machine, networking fundamentals and protocols, Information security practices and NIST standards, computer devices and printer/scanner configuration and support, and end point protection.
• Ability to use and configure remote monitoring and management tools
• Certifications such as CompTIA A+, Microsoft Office 365, and Microsoft Azure AD are a plus

PHYSICAL REQUIREMENTS  

The employee regularly communicates with internal and external stakeholders and is required to communicate clearly, in oral and written formats and must be able to exchange accurate information. The employee must be able to transcribe, read extensively, prepare, and analyze data and figures, operate a computer and other standard office machinery.  

The employee is required to work primarily in-person, in our UP offices during core business hours Monday – Thursday, with the option to work remotely on Fridays. Utah’s Promise is currently piloting a 36-hour work week with Friday afternoons off. 

COMPENSATION & BENEFITS 

The position is a full-time, non-exempt position with full benefits. $50,000-56,000. Salary commensurate with experience. UWSL/UP provides a wide range of benefits, including:  

•Competitive medical, dental, vision insurance  •  6% retirement match  

• Life, accidental death, and long & short-term disability insurance  •  FSA  •  HSA contribution  

• Free on-site gym & bike storage  •  Paid parking or public transportation subsidy  

• Two weeks paid office closure (December & July)  •  Generous PTO & Health time 

• Paid parental leave  •  Onsite coffee shop & café  •  Paid time to volunteer