IT Systems Technician

Description

DEPARTMENT SUMMARY:

Holt International’s Finance & Administration department is dedicated to providing timely, relevant, and accurate administrative, financial, human resource, and technology services to Holt staff, families, and constituents, ensuring a high level of integrity, effectiveness, and efficiency for Holt’s work. The Information Technology (IT) department is committed to providing reliable, secure, and efficient IT systems to support staff productivity, ensuring a high level of integrity and effectiveness for Holt’s work.  

JOB DESCRIPTION: 

Supports productivity of staff by working with the Senior Director Information Technology and IT team to assist staff with regular computer support, maintain the computer network, and support the various databases.

1. Serves as Holt IT Support First Response by responding to and delegating IT tickets submitted by all Holt staff. Responds to tickets by determining resolutions or assigning them to the appropriate IT staff. Follows up on tougher ticketing issues and lets Senior Director Information Technology know when trends appear that need attention. Provides recurring reports on the performance of the IT department in response to staff tickets. Utilizes the IT ticketing system as an IT asset inventory system and keeps inventory up to date. Provides reports on IT assets and replacement needs based on asset information (age, settings, equipment capabilities, etc.) Researches new ways of leveraging the ticketing system at Holt to better serve employees and increase efficiency.[BKD2.1] Works with the Senior Director Information Technology to implement best practices for all Holt locations including State Offices and overseas locations.
2. Updates and adjusts Network and Database access by reviewing employee department and job-related needs and setting network and database account access accordingly. Reviews account and security settings on a regular basis and after network and database upgrades. Updates email distribution lists and network access levels in Active Directory when system or job duty updates occur. Maintains a list of active and inactive network ports on site and deactivates any unnecessary ports when not in use.
3. Assists employees with their daily use of standard Holt software by providing training and daily support for Microsoft 365 apps , Adobe Creative Cloud, FortiNet products, 3CX, DocuSign, Zoom, and other productivity software. Researches problems and implements solutions. Updates system settings and aligns user roles, licensing, and capabilities according to the work needs of employees. Performs an annual software licensing audit to ensure all licenses deployed are in use and deactivate those that are not in use. Communicates higher level issues to appropriate IT staff and Senior Director Information Technology .
4. Submits Holt’s IT department monthly invoices and communications by using Holt’s Financial System and email system. Ensures recurring monthly invoices and one time purchases are accurate and submitted for approval in a timely manner. Responsible for monitoring the HoltTechTeam email account including maintenance, clean up and forwarding pertinent communications to other IT team members.
5. Facilitates onboarding of new employees and offboarding of departing employees by preparing workstations and providing training to new employees. Responsible for configuring all devices and new access to systems and coordinates onboarding with HR and hiring managers. Facilitates additional and recurring training sessions for new and existing staff by working with employees and managers as needed. Coordinates the offboarding of employees by working with HR and the appropriate manager on system access termination, equipment returns, and communication system (email, phones, etc.) adjustments.  
6. Coordinates support for off-site and branch computer users by assisting and supporting standard Holt software, various Holt databases, branch multi-function printers, and branch networks for all off-site offices. Utilizes Holt’s RMM remote support software to assist offsite staff. Maintains communications with all branches so that requests are resolved efficiently and effectively. Serves as the first point of contact with most branch-level IT vendors. Recommends upgrades and system adjustments to branch IT systems/processes. 
7. Promotes standards, policies, and procedures for Holt databases and systems by assisting the IT Department in keeping IT Department Policies up to date and communicating to employees on an ongoing basis. Verifies that Holt is following the IT policies and related documents on a recurring basis to verify compliance. Identifies and incorporates security best practices into Holt policies as needed. Works with Senior Director Information Technology to keep IT policies up to date and relevant. 
8. Prepares for and Addresses Security Breaches by remediating discovered vulnerabilities working with Holt’s MSP. Act as a coordination point between end users, Holt’s MSP, IT Team and Senior Director Information Technology. Alert Holt’s MSP and Senior Director Information Technology of any suspected vulnerabilities and remediate to manage security threats and maintain a proper security posture at Holt. Maintains Holt’s incidence response plan and related procedures. Immediately reports any serious security issues to the Senior Director Information Technology.
9. Coordinates IT and Data Security Training at Holt by scheduling monthly online security trainings/ phishing tests using Holt’s security training software to help employees understand security policies and combat scams reliant on social engineering. Reviews monthly report results with Senior Director Information Technology to identify employees or departments that need additional training.
10. Makes adjustments and improvements to computer network by troubleshooting connectivity issues and making adjustments to the network where needed. Works on network projects at Holt and coordinates project deliverables with vendors. Facilitates the integration of Holt devices with the network and ensures users have proper access to key systems. Is responsible for securely decommissioning IT assets according to Holt best practices and maintaining inventory records. Responsible for on site server room inventory and disposal of assets on a regular basis.
11. Acts as an onsite point and point of contact for outside vendors by working with the CFO and front office staff to coordinate vendor visits for Holt’s alarm system, Fire Alarm system, HVAC system, elevator, telephone/ internet connections, printers, and MSP. Communicating with outside hardware, software and small equipment vendors to obtain quotes and place/ receive orders. Includes monitoring inventory levels.
12. Maintains Holt’s building access system by ensuring each onsite employee is given a building access code and fob for access. Responsible for deactivating employees and contractors who no longer need access and obtaining the key fob. Responsible for maintaining the building alarm schedule and responding to alarm calls and reviewing building security camera footage when a potential security incident is reported. Works with outside vendor to ensure security camera and alarm systems are operating properly.
13. Facilitates employee IT training by contributing to Holt Tech Tip emails sent regularly to staff. Researches training needs by working with Senior Director Information Technology and IT Team on upcoming system and process updates. Coordinates training sessions with appropriate staff and managers and works with other IT staff to integrate training into larger projects and project timelines. Enhances employee adoption of new systems and system updates through training opportunities. 
14. Improves staff productivity by working with staff to understand information processing needs and develops process improvements through the appropriate use of software. 
15. Maintains employee confidence and protects operations by keeping information confidential and working with Senior Director Information Technology to ensure security standards are being followed by ensuring user permissions are adhering to principle of least privilege. Meets regularly with Senior Director Information Technology to discuss any security concerns. Assists Senior Director Information Technology, MSP and IT team with remediation of security issues.
16. Contributes to a positive and productive work environment by attending meetings, practicing punctuality, and pre-arranging time off with appropriate notice. Treats all people with dignity and respect. Exhibits good listening and comprehension skills including ability to provide and welcome feedback.
17. Contributes to the team effort by exhibiting cooperative and effective work relationships, such as responding positively to challenges, assignments, inter/intra departmental requests, and seeing beyond own tasks to help fulfill the organizational goals.

Requirements

SUCCESS FACTORS: The successful IT System Technician will be detail-oriented with the ability to prioritize and self-manage a multi-tasked workload in a fast-paced environment. Must have strong problem solving and analytical skills with the ability to perform multiple tasks effectively and concurrently. The successful candidate will have the ability to utilize a variety of technology platforms and must demonstrate the ability to analyze options and use sound judgment when decision-making. Excellent communication skills and documentation skills alike are very important success factor for this position.

KNOWLEDGE: Enhanced knowledge of local area network (LAN) and wide area network (WAN) computer systems. Experience using application software on a network. Significant knowledge of Microsoft 365 applications and Internet-based databases. At least two years of experience in an IT-related field. Possesses a combination of education, training, and experience sufficient to successfully perform the essential functions of the job as those listed above may be qualifying. Preferred degree in IT-related field.

INFORMATION PROCESSING: Analyzes information requirements and develops solutions using computer network and the Holt databases. Enables proper network and database access for employees based on job needs. Monitors and maintains policies and procedures for Holt’s software, hardware, and databases. Researches, analyzes, and recommends hardware, software, and stand-alone computers. Creates, researches, and analyzes reports or inquiries. Supports Adobe, Zoom, Teams, Excel, Word, OneDrive, SharePoint, PowerPoint, utilities, and other Office 365 programs. Maintains priorities and places proper emphasis on user support while balancing a sustainable workload of projects.

SCOPE OF RESPONSIBILITY: Assists Senior Director Information Technology with most aspects of Holt’s IT environment. Is first responder for most IT support request issues. Assists in-person and remote users at Holt International HQ in Eugene, OR, out-of-state branch office staff in addition to assisting staff while traveling out of country. Occasionally provides basic IT services to international staff.

INTERPERSONAL COMMUNICATION: Provides technical support to computer users in a respectful, productive manner. Organizes and creates computer training presentations for staff. Exercises good judgment, courtesy, and tact in contacts with employees, vendors, and the public. Works effectively with staff to understand and identify information requirements and to obtain compliance with IT policies and procedures. Collaborates with Senior Director Information Technology to ensure information security best practices are followed.

IMPACT OF RESULTS: Supports users by enhancing the computing environment for maximum productivity and ease of use for individual user needs. Demonstrates confidence and ability to produce necessary documents, spreadsheets, and reports.  

Reports to: Senior Director Information Technology - assigns and reviews work.