Senior Information Technology Support Specialist

Position Summary 

The Senior IT Support Specialist provides technical expertise and advanced support for PRI’s information technology (IT) infrastructure. This role is responsible for system engineering, network engineering, system administration, network and application security monitoring/response, database management, cloud-based application management, web development, information storage, and data security for protected persons. The position leads and operates with the goal that All Rural Students Succeed.   

Primary Duties and Responsibilities 

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily. The requirements of the position are representative of the knowledge, skill, and/or ability required, with regular and predictable attendance essential. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Troubleshoot, diagnose, and resolve technical hardware and software issues. 
• Administration of the company’s basic technology platforms (Microsoft Office 365, Teams, SharePoint, etc.) including configuration and account activation.   
• Provide guidance and frequently interact with staff and end-users regarding policies and procedures. 
• Develop and lead new employee IT onboarding sessions and ongoing IT training programs. 
• Serves as point of contact for other IT support team members for complex assignments or issues that need to be escalated. 
• Actively participates in opportunities to identify and implement process improvements. 
• Collaborate with members of the IT team to support the computing and information systems for the organization. 
• Assist with the monitoring and management of PRI information systems and network infrastructure to support the company’s computing, data processing, and communications needs.  
• Manage O365, Autopilot, SharePoint, and OneDrive environments for the organization including monitoring and resolving system alerts.  
• Maintain active directory and identity management in Azure AD and other information systems.   
• Provide data analysis, scripting, and automation to improve the operations of information system environments.    
• Assist in the creation and coordination of training workshops for staff members designed around new technologies and organizational technology policies and procedures.    
• Provide project planning and project management support for the department. 
• Prepare and maintain documentation for performed tasks, procedures, and IT-related policies.  
• Create documentation for troubleshooting and resolution steps for IT issues and build an internal platform with technical documentation, manuals, and IT policies.    
• Manage backup and restore of files in cloud-based systems.   
• Create, monitor, and manage disaster recovery systems.  
• Provide helpdesk support, including for escalated or complex issues, when needed 
• Other roles/duties will be assigned as necessary to assist and support in the attainment of our mission, All Rural Students Succeed 

Position Location & Schedule 

The position will be considered for remote work.

Minimum Qualifications 

Education required to ensure success in this position: 

• Bachelor’s degree in computer science or related field 
• Industry certification such as MSCA, MSCE CompTIA A+, Network+, or Security+ strongly preferred 

Experience required to ensure success in this position: 

• 5+ years providing technical support to end users 
• Experience implementing technology systems 
• Experience with hardware, software, and network maintenance and support 
• Experience in delivering technical support and technology implementation projects 

Special skills, knowledge and abilities: 

• Demonstrated proficiency in the execution of project tasks and deliverables 
• Ability to multi-task and work independently 
• Exceptional customer service skills and ability to communicate effectively with employees at all levels of the organization 
• Commitment to the mission, vision, and values of Partners for Rural Impact  
• A strong personal commitment to working within and supporting rural communities  
• Demonstrated success in a complex, fast-paced, high-performing organization, with the ability to prioritize projects and work cross-functionally

License, certification, or registration necessary: 

• Valid driver’s license 
• Successfully complete pre-employment background check 

Physical requirements: 

• Ability to work in a high energy office 
• Ability to accurately communicate and exchange information with employees of PRI, external stakeholders, consultants, and others 
• Ability to occasionally lift up to 30 lbs 
• Periodic instances of prolonged sitting, standing, walking, reaching, twisting, kneeling, and repetitive hand movements using a computer and mouse 
• Ability to operate standard office equipment and computer software programs 
• Ability to travel independently by car and plane regionally and nationally 
• Ability to operate motor vehicle 

Environmental conditions: 

• Work in a fast-paced setting with frequent interruptions and shifting priorities 
• Occasional work in hot, dusty, or cramped environments