For more than five decades, the Bainum Family Foundation has invested in the well-being of children and families, evolving our strategy over the years to reflect new thinking and learning and changing community needs. We know that systemic racism in the United States leads to inequitable child outcomes, in part by interfering with the ability of communities and caregivers (such as parents, grandparents, guardians, and early childhood educators) to create the conditions and environment needed for children to thrive. Because of this, we are striving to build an equitable society that supports all children and families, particularly those who have been systematically excluded from power, resources, and opportunity because of poverty and racism.  

Job Title: Technical Support Specialist, Information Technology (IT)
FLSA Status: Full-time Exempt
Supervisory Responsibilities: None
Reports to: Systems Administrator
Salary Range: $60,000 - $70,000

SUMMARY: The Technical Support Specialist is primarily responsible for providing individualized technical support and training to users of the Foundation's hardware and software. As a key member of a three-person IT team, the Technical Support Specialist will monitor the Foundation’s helpdesk and ensure that tickets are completed in a timely manner. They will leverage their exceptional customer service skills and knowledge of the Foundation’s complex IT systems to independently troubleshoot technical issues and patiently guide users to a resolution. Additionally, the Technical Support Specialist supports the department’s general operations to maximize its overall equity, efficiency, and effectiveness. This person reports to the Systems Administrator but has a dotted line reporting relationship to the Director of IT.

Diversity, equity, and inclusion (DEI) is who we are and what we do. It is not separate but at the heart of our work. We are committed to driving change that centers communities and results in equitable societies, starting with a commitment to equity and inclusion for our staff. Specifically, we have committed to center racial equity and become an antiracist organization. Our team is expected to demonstrate and uphold our core values as well as our commitment to DEI in every facet of their work. The Foundation strongly encourages and seeks applications from all qualified individuals whose racial, socioeconomic, ability status, and other individual dimensions allow them to bring unique and diverse perspectives.

As part of this commitment, we expect all staff to gather, care for, use and openly share knowledge in ways that advance equity, support shared learning, and amplify community expertise.

The Foundation structures our work through a portfolio of interconnected initiatives. All staff play a role in connecting and synthesizing knowledge across teams to further the Foundation’s mission and vision. Therefore, this person may be assigned to any of the Foundation’s initiatives based on initiative cycles and evolving organizational needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

 Technical Support and Training

• Monitor Foundation’s IT Helpdesk:
  • Triage, track and assign priority level of help desk requests,
  • Document detailed notes of all successful and unsuccessful solutions and actions taken,
  • Independently resolve routine tickets, when possible, and
  • Escalate tickets to team members, when necessary.
• Create and deliver personalized technical support, training, and resources that meet users’ unique communication needs and preferences.
• Assist with IT onboarding training.
• Maximize Foundation’s technology and systems to answer questions or resolve technical issues in a timely manner (e.g., Teams, remote troubleshooting, etc.)
• Support and troubleshoot technical issues within remote work environment, including employee-owned equipment which is reasonably necessary to perform their job duties.

IT Operations

• Manage preparation of new and reassigned computers; configure operations systems and application software programs.
• Utilize Microsoft Intune and other endpoint management tools to deploy and upgrade desktop software; configure desktop systems and applications.
• Perform preventative maintenance on all Foundation computers, printers, and other peripherals.
• Collaborate with the IT team to test functionality of systems, applications, and tools
• Verify nightly backups and remediate issues with support from Systems Administrator.
• Monitor Enterprise Antivirus and vulnerability scanning software alerts. Review logs and remediate any issues.
• Manage equipment requests in aligned with established policies
  • Receive and process equipment requests
  • Distribute and collect equipment
  • Oversee equipment request approval process and ensure supervisor approval
• Order new inventory and supplies; assist with inventory management.
• Assist with drafting new, or updating existing, Standard Operating Procedures and policies.
• Provide project support for IT systems project documentation, research, and coordination
• Coordinate IT Team meetings, take notes and capture key team knowledge and learning.
• Coordinate with IT Team members to facilitate the handling of onsite needs
• Process IT expenses and invoicing reports.
• Perform other duties as assigned.

FUNCTIONAL/TECHNICAL REQUIREMENTS: The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Equivalent combinations of work experience and training that provide the required knowledge, skills and abilities will also be considered.

• Bachelor’s Degree or equivalent combination of work experience and training preferred.
•  At least two years of relevant work experience required.
• Highly self-motivated and directed
• Ability to absorb new ideas and concepts quickly
• Ability to conduct research on desktop and application related issues and implement concepts
• Experience working in a remote, computerized environment with adequate knowledge of word processing, email, internet and spreadsheet software, desktop and server operating systems, and extensive application support.
• Intermediate to advanced skills in Microsoft Outlook, Word, Excel, PowerPoint, and web- based research; skilled in typing and note taking.
• Experience with Microsoft 365 and Microsoft Azure
• Any certification related to computer hardware, networking, Windows operating systems, or Microsoft are a plus, but not required.
• Ability to take on responsibilities and manage conflicting priorities with minimal guidance; creates effective tracking and management systems to follow up and carry tasks through to successful completion.
• Strong customer focus and ability to present ideas in a user-friendly language.
• Must be able to read, write and speak the English language at a college level, perform mathematical calculations required for the position and learn to interpret and comprehend company policies and procedures.
• Ability to convey necessary information accurately, listen effectively, and ask questions when clarification is needed.
• Can effectively cope with change and work independently.
• Ability to complete projects accurately and within deadlines.
• Readily learns and adopts new technologies that are critical to evolving business needs; is open to building new technical skills, knowledge or capabilities that can benefit business and/or personal performance.

PHYSICAL DEMANDS: The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may regularly be required to talk and hear. The employee is frequently required to sit and use hands. The employee is occasionally required to stand and walk. The employee may be required to lift and/or move up to 25 pounds and occasionally lift and move heavier equipment.

WORK ENVIRONMENT: This position will be primarily remote during the COVID-19 pandemic with the option to work out of the Bethesda, MD office, as preferred, while complying with the in- person work protocols in place (e.g., vaccination and mask requirements, reserving a workstation). Remote work requires logging onto your computer during work hours, responding to emails and participating in video calls and meetings throughout the day; therefore, access to high-speed, reliable internet is crucial. The Foundation provides all required equipment and supplies to undertake the tasks of the job (laptop, monitors and other accessories) which are shipped to the employee’s home. As the trajectory of the COVID-19 pandemic continues to unfold, the Foundation may adopt different hybrid operating practices in the future that could require more in-person work for this position. While the foundation is currently working under a hybrid operating model, (remote and in-person work as preferred) there will be mandatory in-person meetings or meet-ups as needed (e.g., staff meetings, retreats).

The Bainum Family Foundation is an equal-opportunity employer. The Foundation does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs.