Full-time Exempt
Bay Area, Chicago, Houston, Twin Cities, NCR

As the IT Operations Specialist, you will play a key role in Genesys Works’ growth and success. You will be responsible for providing ongoing operational support to IT infrastructure. As a member of the National team, reporting to the National Director of Operations, you will directly contribute to the company’s overall direction and success by ensuring that the organization meets or exceeds agreed upon Service Level Agreement (SLA). We are a results-driven organization that thrives on meeting commitments.

Mission

Genesys Works is a nonprofit organization that trains and employs high school seniors to perform professional services for major corporations. Our mission is to transform the lives of disadvantaged high school students through skills training, meaningful internships, and impactful relationships.

Key Responsibilities

• Level 1 technical support for 150 person enterprise
• Assist in documentation and streamlining of operational process and procedures
• Understanding of technical architecture and how components, processes and integration interact and function to a level that enables:
o Successfully solving of over 80% technology trouble tickets and then communicating to appropriate staff
o Review, investigate and resolve technical and operational issues within the targeted SLAs
o Ongoing operational and performance improvements
• Maintenance and administration of program enterprise systems
• Monitor and analyze reports and dashboards to proactively and quickly identify issues and take corrective action when needed
• Manage the company’s Intranet to ensure updated data is accessible
• Assist with documentation of technical architecture and design

Qualifications

• A passion for Genesys Works’ mission and approach
• Professional demeanor with 1+ years’ successfully providing IT operational support
• Service-driven mindset with the ability to effectively operate in a Service Level Agreement environment
• Proven problem solving ability and mindset
• Experience with some or all of: Salesforce, BOX, TSheets, NetSuite, Schoology (LMS system) and Form Assembly or similar systems
• Advanced skills in Visio and Microsoft Office Suite
o Strong advanced Excel skills a must
• General IT networking technology is required
• Strong understanding of databases, object models and how the pieces fit together
• Strong interpersonal communication skills, including the ability to seek and assimilate diverse viewpoints and clearly express thoughts, ideas, and direction
• Solid written and verbal communication skills
• Demonstrated ability to both work independently and collaborate effectively with others
• Proven ability to be flexible and adaptable in a dynamic environment
• Must pass a background check
• Four year college degree preferred, all majors considered

Technical Skills Preferred:
• Administrative experience in NetSuite One World, Salesforce or similar cloud-based ERP platform
• Integrating applications on Salesforce App Exchange: i.e. Form Assembly
• Experience with remote desktop troubleshooting using program such as Log Me In
• Experience in scripting languages – JavaScript, Perl, Ruby
• Office 365 Admin experience
• Experience in Power BI or other Business Intelligence tool

Expectations for This Role:

• Strong analytical and problem solving skills with attentiveness to detail
• Ability to work in a team environment, following written and verbal instructions, policies and procedures with technical and non-technical members from all levels of the organization
• Excellent customer service, verbal and written skills
• Integrity – job requires appropriate handling of confidential and sensitive information
• Ability to deliver on commitments
• Ability to work with program staff in various locations to successfully implement solutions
• Utilize quantitative and qualitative feedback for ongoing improvement
• Passion for technology support and continuous learning

Physical Requirements

Including, but not limited to standing and sitting for long periods of time; speaking loudly and clearly; seeing and hearing things both near and far away; and reaching, stooping, kneeling, and fine-finger and hand manipulation in use of a computer, chalkboard, dry erase board, or projector. Employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures, transcribing, viewing a computer terminal, and extensive reading. Requests for reasonable accommodations should be sent to National Human Resources.