At Heartland Family Service, we are committed to building a culture that is trauma informed and values and celebrates diversity and inclusion. We believe this allows for better service delivery and innovation, as it encourages our employees to bring various experiences and uniqueness to the workplace.

Trauma Informed Care is an approach to engaging people with histories of trauma that recognizes the presence of trauma symptoms and acknowledges the role that trauma has played in their lives. Trauma Informed Care also acknowledges the effects of working with trauma survivors on our workforce, and seeks to build collaborative and supportive working environments and relationships.

If you believe in our mission of creating healthy families and communities, and like a fast pace, collaborative and team oriented environment, then Heartland Family Service is the agency for you.

SUMMARY DESCRIPTION OF WORK

As part of an engaged and diverse team, this position is responsible for designing and ensuring quality Information Technology system infrastructure and solutions to support and enhance the agency’s services that strengthen individuals and families in our community. Primary responsibilities will include designing, supporting, and maintaining various systems including Windows systems, MS System Center, SharePoint, Virtualization and Storage solutions, and SQL server. This position will be the 3^rd level support on systems issues for the helpdesk staff as well as providing knowledge to the IT staff and agency staff. The position requires highly technical and specific knowledge, skills, and experience along with daily decision making. Working with the IT team along with a wide range of customers and meeting deadlines is critical. The position will have the opportunity to plan, conduct, and lead a range of comprehensive, specialized projects across a variety of technologies. Troubleshooting and strong communication skills are paramount to being successful.

Compensation: between $55,500 and $70,213 per year (salary is based on total number of years of relevant experience.
Work Schedule: 40 hours per week

Click to see benefits and company perks

PREFERRED MINIMUM QUALIFICATIONS

• 4 years of work experience or bachelor’s degree in a technology or related field.
• Experience Level: Previous Windows Server support. Previous Helpdesk helpful.
• Valid Driver’s License and acceptable driving record.
• Must be able to lift up to 50 lbs.
• Is dependable and punctual regarding scheduling and attendance.

PREFERRED KNOWLEDGE/EXPERIENCE

• Computers and Peripherals
• Computer & Server Hardware
• Windows Desktop and Server Administration
• Business Continuity and Disaster Recovery Solutions
• Private Key Infrastructure
• SQL Server
• SharePoint
• Microsoft 365 / Office 365 Administration
• Hyper-V Virtualization
• DNS
• SMTP and Email Flow
• Active Directory & Group Policy
• Cisco Call Manager
• Linux Administration
• Networking
• IT Help Desk
• Customer Service

Essential Duties and Responsibilities

• Infrastructure Implementation - Researches, designs, implements, and supports new solutions and system infrastructure to support the agency needs and goals
• Infrastructure Maintenance - Updates and maintains existing systems infrastructures including hardware, OS, and software updates/upgrades
• Business Continuity – Develops, implements, and administers disaster recovery systems and business continuity plans in coordination with the Director of Technology
• Virtualization and Storage - Responsible for virtualization and storage infrastructure including VMware and Hyper-V technologies and SAN/NAS solutions
• Email Administration - Deploys, supports, and maintains email infrastructure, including email routing, filtering and security solutions, encryption, etc.
• Cloud Administration - Deploys and supports the agency’s cloud deployments including Microsoft 365/Office 365 and Google Workspace.
• PKI Administration - Implements, administers, and manages the organization’s PKI including internal and external certificates
• Intranet Administration - Manages agency intranet site, including updates, upgrades, changes to site design, and other content and non-content related changes.
• IT Team Collaboration – Collaborates, trains, shares knowledge and skills, serves as 3^rd level escalation support on systems issues, provides coverage including help desk, and supports the staff and goals of the IT Team
• Documentation - Develops and updates documentation for systems and solutions
• IT Team Efficiency - Supports the team in efficiency and process including by implementing and training on tools for remote support and management
• Endpoint Device Administration - Administers and manages endpoint devices including desktop computers, laptops, and phones. This includes BYOD and MDM solutions.
• Security Analysis/Risk Mitigation - Identifies security concerns and implements security solutions and procedures to mitigate risk
• Phone System - Administers and maintains the phone system
• Database Administration - Administers and manages database systems
• On-Call Rotation - Part of on-call rotation for after-hours emergency support calls.
• Cooperates and collaborates with program area staff, volunteers, and other Agency staff.
• Abides by all specific program and Agency procedures, policies, and requirements.
• Is prompt and accurate in completing all required projects, reports, statistics, and other requirements.
• Displays a courteous and caring attitude at all times to the clientele, volunteers, and visitors of the Agency.
• Develops personal and program related skills through participation in internal and external training opportunities including printed material and audio and/or visual media.
• Creates, maintains and shares as appropriate a dynamic self-care plan.
• Strives to make connections between the agency and the larger community whenever possible in order to contribute to the agency’s ongoing fundraising and friend-raising efforts.
• Essential functions of this job are to be performed on company physical work site
• Performs other duties as assigned.