Technical Operations Associate – 6 month project

JOB DESCRIPTION

Job Title: Technical Operations Associate - 6 month project

Department: Technology and Transformation

Reports to: IT Manager

FLSA Status: EXEMPT

Who We Are:

For over 30 years CAF America has been a leader in enabling cross-border giving to validated charities and charitable projects across the world totalling more than $1 billion. We enable our donors to make strategic cost-effective and tax-advantaged gifts through our vetted network of more than 1.9 million charitable organizations in 135 countries all while reducing the risk reputation exposure and administrative burden associated with cross-border giving.

At CAF America we pride ourselves on creating a positive working environment and culture that values all team members experience and voices and represents the society we serve. We want to attract retain and develop the best of talent at all levels and provide a leading and great place to work where every voice matters.

Summary:

The Technical Operations Associate role will provide workstation support for all CAF America employees. This is an internal end-user focused role and as such requires someone with good emotional intelligence. This individual will act as a liaison between our Managed Service Provider the Technology Operations team and CAF America end-users. The role will entail hardware and workstation support as well as in-person on-premises support for high visibility events. This role also has stewardship over the physical infrastructure (HW Network AV) at the CAF America headquarters and will require regular in-person presence.

This is a 6 month project with potential for extension or conversion to full-time employment.

Duties and Responsibilities:

• User Lifecycle Support

• Overseeing and maintaining onboarding and offboarding workflows (User Accounts) as well as the workflows for Internal Job Transitions (Accounts)

• Ensuring successful onboarding device configuration/first login for new users

• End-User Support & Escalation

• End-user support escalation to the Managed Service Provider or the Technical Operations team

• Assist in managing the workflows of the internal ticketing system

• Conduct and ensure resolution of tickets submitted internally

• Be available (on-call) during core business hours for work-stoppage resolution

• Training & Knowledge Management

• Provide end-user training and materials (employee onboarding and IT related)

• Provide and maintain end-user policy documentation

• Create and maintain an IT documentation knowledge base

• Update and manage the Technology and Transformation intranet

• Hardware Provisioning

• Maintain an accurate hardware and workstation inventory

• Oversee the application (workstation) config and provisioning

• Work to complete warranty claims with hardware suppliers

• Onsite & Event Technical Support

• In-office support (conference rooms AV and workstations as required)

• Provide IT support for CAF America events (board meetings off-site high visibility events)

• Ensure the continued uptime of the (on-prem) IT infrastructure

Qualifications:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. 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.

• Must be eligible to work legally in the United States.

• Work with multiple entities (internal teams vendors users etc.) simultaneously while resolving complex end-user issues

• Maintain resilience positive attitude and supportive disposition while resolving difficult technical problems with frustrated end-users

• Adapt quickly to a shifting technical environment pick up new technology quickly

• Return and report to supervisor and peers and demonstrate accountability for tasks

• Demonstrated ability for technical writing (KB Articles end-user training material)

Computer/Software Experience:

• Broad understanding of Google Workspace

• Proven understanding of MS Windows workstation

  • Accomplished technical troubleshooter

  • Demonstrated proficiency in configuration

• MS Suite (M365)

  • Significant understanding of interoperability permissions and rights models

• MS Azure EntraID and Intune experience is preferred

• Understanding of the Azure tenant infrastructure and policy model is a plus

• Capable technical writing

• Proven understanding of SaaS Solutions and their role in an IT infrastructure

• Competent communicator and proven ability to work with end-users in resolving complex hardware issues

Education/Experience:

• Bachelors degree (B.A./B.S.) from a four-year college or university; and one to two years of experience is preferred; or equivalent combination of education and experience.

Salary range: $60000 - $65000/annual