Technology Solutions Specialist

Description

ABOUT NAFSA: Association of International Educators

With more than 10,000 members, NAFSA: Association of International Educators is the largest and most comprehensive association of professionals committed to advancing international higher education. Based in the United States, we provide programs, products, services, and a physical and virtual meeting space for the worldwide community of international educators. The association provides leadership to its varied constituencies through establishing principles of good practice and providing professional development opportunities. NAFSA encourages networking among professionals, convenes conferences and collaborative dialogues, and promotes research and knowledge creation to strengthen and serve the field. We lead the way in advocating for a better world through international education.

NAFSA believes that international education advances learning and scholarship, fosters understanding and respect among people of diverse backgrounds and perspectives, is essential for developing globally competent individuals, and builds leadership for the global community. We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all.

POSITION SUMMARY

The Technology Solutions Specialist’s role is to deliver support to and educate end users in the organization about how to use various types of association software programs efficiently and effectively in fulfilling business objectives. This position works closely with the Director of Data Infrastructure and Integrations to support day-to-day operations for web applications and technologies used by NAFSA’s staff, association members, and other stakeholders.

This position works closely with many departments that lean on technology to effectively deliver their respective work plans. The Technology Solutions Specialist must be able to multitask, self-prioritize, work independently, and interact with large numbers of internal and external clients and stakeholders. The position will actively collaborate with, support and cross-train Technology Solutions team members. The position will draw on the services of outsourced vendors as appropriate.

ESSENTIAL FUNCTIONS

Strategy and Planning (5%)

• Evaluate and analyze documented resolutions and trends for service desk issues; recommend ways to prevent recurring issues.
• Alert team and managers to emerging trends in incident reports.

Acquisition and Deployment (10%)

• Conduct research into software application products and services in support of using systems to fullest capabilities.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.

System Administration and Support (60%)

• Learn appropriate software applications used and supported by the organization, with a focus on association and data management systems.
• Perform administrative functions for the systems in the assigned application portfolio.
• Research solutions through internal and external knowledge base as needed.
• Test fixes and perform post-resolution follow up to ensure problems have been adequately resolved.
• Actively support a portfolio of applications by fielding incoming service desk tickets from end users to resolve and document application and software issues within mission-critical systems (These may include NAFSA’s AMS, data management tools, LMS, event technology, surveys, SaaS products, data visualization, etc.)
• Assist with producing reports and data outputs from supported systems.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders. Support other members of the team in interdependent projects and tasks.

Documentation, Training and Communication (20%)

• Develop and maintain current documentation on all supported systems to support knowledge transfer across the team and the organization.
• Cross-train technology team members in support of NAFSA’s technology environment.
• Formulate and conduct training sessions and teaching materials for transferring knowledge of enterprise software applications throughout the organization.

Other duties as-assigned (5%)

Requirements

Education: Bachelor’s degree or equivalent combination of related education and experience.

Experience and Skills:

• One year’s experience servicing an IT Help or Service Desk, or hands-on experience managing or providing end-user support for web-based software applications.
• Evidence of ongoing training to demonstrate you are keeping pace with today’s technical roles and requirements.
• Ability to quickly master new software systems and effectively research a wide range of computing issues
• Proven ability to use, teach, and troubleshoot/problem solve a variety of software and SaaS products.
• Effective and friendly communication skills and the ability to work with all levels of staff and management, 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.
• Proven ability to effectively prioritize tasks and manage competing priorities while meeting deadlines and executing responsibilities with minimal errors.
• Excellent oral and written communication skills; specific emphasis on accurate and detailed documentation.

Preferred Qualifications:

• Experience with nonprofit, education, or international education institutions.
• Training or certification in a technical area such as web systems, databases or data.
• Experience as a power-user or administrator of common association software.
• Knowledge of data management; ability to analyze and interpret data.
• Exposure to project-based work structures and working on project teams.

The workday is generally from 9:00 a.m. to 5:00 p.m. The week after Memorial Day to Labor Day, it is 8:30 a.m. to 5:30 p.m. Monday through Thursday and 9:00 a.m. to 12:00 p.m. on Friday.

Travel is occasionally required related to job responsibilities, especially for the annual conference or other leadership meetings. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement. The annual conference is held in varying cities.

Tasks are performed in a typical office environment, involving sitting for extended periods of time. Sitting, standing, bending, and lifting 10lbs or less will occur intermittently throughout the workday. Position involves constant use of computer keyboard and monitor, with intermittent use of headset and microphone.