The Technical Support Specialist is responsible for supporting the Director, Operations and Sr. Project Manager in the execution of day to day activities for the NCECDTL. The Technical Support Specialist will act as the NCECDTL subsite SharePoint administrator and provide user support for the learning management system. This position will also provide front line support for consortia member questions on accessing NCECDTL support products and operational processes. Responsibilities include maintaining, updating and providing regular technical assistance on all NCECDTL support products including SharePoint, project management software, media libraries, file sharing systems, learning management system, and storefront to encourage increased usability. The Technical Support Specialist will also work with the Sr. Program Associate to ensure timely tracking and documentation of all operations related contracts and consultants.
Essential Duties and Responsibilities
Ensure usability and promotion of the use of all NCECDTL support products consortia wide including but not limited to SharePoint, project management software, media libraries, file sharing systems, learning management system, and storefront.
Maintain an updated list of all DTL software and use cases for the products, provide technical assistance on the uses. Troubleshoot issues on site and virtually.
Identify operational roadblocks and implement solutions to enhance workflow processes
Support the LMS administrator in completing user inquiries
Organize and implement onboarding processes for new staff and new consortia members for all NCECDTL support products including SharePoint, project management software, media libraries, file sharing systems, learning management system, and storefront. Provide regular updates to all consortia members.
Serves as system administrator for NCECDTL SharePoint subsite
Maintain and keep up to date an engaging user interface
Routinely update the site, encourage use, and actively reduce barriers
Establish and enforce processes and protocols related to system use
Provide technical assistance support to new users, and ongoing technical assistance to all users as needed
Monitor and analyze trends (e.g. site usage and growth, disk space growth)
Provide ongoing review, management and maintenance of the system
Manage operations vendor and consultant contracts, invoicing and expense reports.
Work with the Director, Operations to draft and solicit bids
Review consultant and vendor invoices for completeness, accuracy, and compliance, identify and resolve any discrepancies in materials, code according to budget specifications, and deliver check requests with corresponding documentation to ZTT finance department
Work with the Director, Operations to plan and execute the annual project planning meeting
Contribute to the overall work of the NC ECDTL Operations team by developing agendas and taking notes
Performs other duties as assigned to ensure the efficient and effective functioning of the project.
Essential Skills and Experience
At least two years experience working within a SharePoint environment
Previous customer/client service, membership or help desk experience;
Strong organizational skills, including the ability to move work forward in a timely manner;
Strong skills in breaking down steps to quickly orient users to technical solutions;
Ability to quickly problem solve to support other staff and consortia members
Experience in working with a project management software;
Experience managing work with outside vendors
Ability to manage multiple and simultaneous responsibilities effectively and efficiently;
Ability to be flexible and adaptable to dynamic changes in the work environment;
Strong oral and written communication skills;
Proficient in MS Word, Access, Excel, Power Point; and web-based meeting services such as Adobe Connect;
Strong interpersonal skills;
Ability to work in a fast-paced environment; and
Encourages and practices critical thinking
Is self-reflective and empathic
Recognizes the influence of workplace relationships on outcomes and results
Maintains a respectful and accepting approach to others
Awareness of the influence of the larger context on individual behavior
Collaboratively and creatively supports the work efforts of colleagues at all levels and in all areas of the organization
Bachelor’s degree in business administration or related field.
While performing the responsibilities of the job, the employee is constantly required to use finger dexterity as well as sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen. Also may need to remain seated for long periods of time, have the ability to perform repetitive motions, and grasp objects, including a writing instrument. Employee is required to have the ability to communicate verbally and receive detailed information through oral communication. The employee may be required to reach for objects, pull objects, bend, squat, or stand. Occasionally needs to lift up to 30 pounds.
The work conditions described here is representative of those an employee encounters while performing this job. Depending on work location, the incumbent will typically work indoors in a heated and air-conditioned office, with a mixture of natural, incandescent and fluorescent light with low to moderate noise levels or be subject to working conditions conducive to a home office. When travel is expected the incumbent will be exposed to outside environmental conditions during those times.
ZERO TO THREE: National Center for Infants, Toddlers, and Families is proud to be an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individual with Disabilities
About ZERO TO THREE
Our mission is to ensure that all babies and toddlers have a strong start in life. At ZERO TO THREE, we envision a society that has the knowledge and will to support all infants and toddlers in reaching their full potential.
OUR CORE VALUES STATEMENT
We believe that how we do our work is as important as what we do.
By embracing our values, every member of the ZERO TO THREE community contributes to a healthy and positive culture, a more successful organization, and better outcomes for infants, toddlers and their families.
Passion and persistence in helping infants and toddlers thrive
The centrality of healthy positive relationships, including:
A commitment to family in our work and in staff work-life balance
Consistent and authentic collaboration
Respectfulness, inclusiveness and diversity
The highest standards of excellence in our work, including:
Integrity, openness, honesty and transparency
Opportunities for leadership and professionalism
Evidence-based learning and reflection
The freedom to make and learn from mistakes