Senior Technology Operations Specialist

The Senior Technology Operations Specialist ensures the efficient operation of on-premises and cloud-hosted networks, servers, databases, software, and equipment as well as ensuring that end users are receiving the appropriate desktop support assistance. This position works closely with the Senior Director, Technology and business decision makers in other departments in order to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.

You are a good fit for this role if:

- you have a customer service mentality and are proactive and quick to respond to staff technical issues

- you have a strong commitment to continuous learning and staying updated on modern technologies

- you have solid understanding of and proven experience maintaining and supporting Microsoft O365 Active Directory and Windows and Mac (iOS) hybrid environments

- you prioritize information security and ensure security best practices are implemented to improve the organization's overall security health

Network & Security Administration: Administer onsite servers and workstation computer networks and provide support for all cloud-based services. 45%

• Administer and maintain hardware and software components in NAFSA's computer network, working closely with outsourced network engineering consultants. This includes the Windows server fleet, switches, hubs, network printers, UPSs, wireless routers, and other network components. Prepare, configure and test computer equipment for installation in NAFSA network.
• Ensure current anti-virus signature files on all servers and workstations with regular updates.
• Perform all daily server maintenance checks and procedures using server check spreadsheet.
• Administer NAFSA's firewalls, including policy changes, network monitoring, and firmware upgrades.
• Manage NAFSA's backup systems, making sure that the local and remote backups run on a daily basis and that virtual backup site is ready to replace servers in case of server crashes.
• Maintain iMIS server in close collaboration with database administrator. Troubleshoots ODBC connections and monitors database and transaction log file size.
• Manage Network Access, including:
• Manage & support NAFSA's external DNS records.
• Setup and remove network accounts in Active Directory and Office365 as needed.
• Maintain remote access accounts on NAFSA remote servers for staff and vendor partners.
• Install and maintain network printers, working closely with facilities manager overseeing printer maintenance contract.
• Administer NAFSA's IP telephone system including assessing its ongoing viability and alternative telephony solutions.
• Administer and maintain NAFSA's enterprise productivity applications including, but not limited to Office 365, Adobe Connect, SmartSheet, Dropbox, Zoom integrated communications apps, etc.
• Maintain network security and PCI DSS compliance in close collaboration with members of the Technology Solutions team; Protect corporate assets; track and advise supervisor of all security breaches.

Help Desk Management/ Computer Support and Troubleshooting. 20%

• Provide oversight for all computer systems customer support issues generated via NAFSA's ticketing support system, diagnosing, and troubleshooting workstation software and hardware problems. Track responsiveness to tickets and ensure that internal clients' needs are met expeditiously.
• Provide troubleshooting support for NAFSA's software systems and applications, including, but not limited to: Windows, MS Access, MS Word, MS Excel, MS PowerPoint, MS Outlook, MS Visio, Antivirus software, Web browsers, iPads and related applications and mobile technology devices, others as needed.
• Support staff mobile device connectivity to enterprise cloud-based email & telephony.
• Work closely with MSP to support staff users of NAFSA-supplied hardware and software; escalate issues for resolution, when necessary.

Conference Network Planning, On-site Management and Support. 10%

• Provide conference technology support for NAFSA's Annual Conference including all technology budgeting, internet contracting, network planning, design, implementation and maintenance support, working closely with the Conference Logistics, Technology Solutions, and external vendors.
• Ensure that conference Wi-Fi infrastructure is adequate for the ongoing growth of conference attendee Wi-Fi needs; actively monitor and ensure quality of service during the conference.
• Create and update convention center floor plans in conjunction with Conference Logistics staff and NAFSA's general contractor.
• Where locally necessary and appropriate, map, order and oversee all electrical infrastructure requirements.
• Manage and supervise setup of computer & network equipment in all areas where NAFSA has purchased internet access including but not limited to the NAFSA staff office, registration, expo hall, pavilion, bookstore, hotels, etc.

Vendor & Staff Management. 10%

• Work closely with numerous external vendors who provide technology infrastructure support; ensure service level agreements are being met.
• Supervise Technology Support temporary staff when needed; assign tasks as appropriate and monitor performance.

Acquisition and deployment. 5%

• Oversee the procurement of new technology shared systems, oversee installation, and resolve adoption issues.
• Conduct research and remain current with the latest technologies and solutions in support of procurement efforts.
• Work with the Senior Director, Technology to prepare budget proposals and actively manage and monitor operational expenditure statements.

Staff Training. 5%

• Onboard and offboard staff, temporary workers, and interns, ensuring that all standard procedures are followed, and completed in a timely manner.
• Provide ongoing hardware and software training for staff as appropriate in close collaboration with members of the Technology team. This may take the form of in-person, or team-based training to provide staff with periodic guidance and assistance related software productivity.
• Develop and maintain current how-to guides & learning resources for all NAFSA enterprise-supported productivity applications (O365, Dropbox, Zoom, SmartSheet, etc.) on NAFSA's technology training site.

Other project and duties as assigned by management. 5%

Associate's degree in Information Technology or related field or equivalent combination of education and experience.

Minimum of five (5) years' experience servicing an IT Help or Service Desk, or hands-on experience providing end-user support for web-based software applications.

• Proven ability to use, teach, and troubleshoot a variety of software such as Microsoft O365, telephony or other SaaS products.
• Effective and friendly communication skills and the ability to work with all levels of management and staff to carefully listen to issues and provide effective response and solutions.
• Ability to communicate technical information to non-technical personnel.
• Strong team collaboration skills.
• Reliable self-starter who takes initiative.
• Keen attention to detail.
• Ability to effectively prioritize tasks and manage competing priorities while meeting deadlines and executing responsibilities with minimal errors.
• Strong problem-solving/troubleshooting abilities.
• Ability to research and diagnose PC and laptop hardware and software problems.

QUALIFICATIONS (Preferred)

• Bachelor's degree in information technology or related field, or equivalent combination or related education and experience.
• Experience with nonprofit, education, or international education institutions.
• Additional Help Desk certification, such as A+ (CompTIA), ITIL, Windows 10, or other relevant Microsoft certifications

PI240517643