About Our Organization

Youth Guidance creates and implements school-based programs that enable children to overcome obstacles, focus on their education, and ultimately, to succeed in school and in life. We believe that no matter what challenges a young person faces, they are more likely to succeed when they have caring adults in their lives. Our highly trained staff guides kids to overcome the life and academic challenges facing the youth. We meet kids where they are — physically and emotionally — to help them focus on their education, make positive choices, and remain on the right path toward life success.

Founded in 1924 and celebrating 100 years of impact this year, Youth Guidance is a leading provider of outcomes-driven programs serving more than 18,000 youth around the country. For more information, visit www.youth-guidance.org.

About You:

You have the passion and desire to work in a dynamic non-profit organization, you have the talent and skills to perform the job, and now you’re looking for just the right opportunity. At Youth Guidance you’ll have the chance to use your passion and skills working alongside a team of talented individuals who share the same values. 

Position Summary

Provide end user support and assist with the management of Youth Guidance’s learning management system, perform standard maintenance, and troubleshoot to resolve problems as necessary in a fast-paced non-profit environment. Provide backup to the Director of Information Technology to prioritize, plan, communicate and provide administrative support for all technology functions. This is a Hybrid remote position. 

Essential Duties/Responsibilities:

• Define and articulate the Learning Management System (LMS) vision, aligning it with educational goals and strategies as a product manager.
• Develop a product roadmap for the Learning Management System (LMS), outlining key improvements and implementation timelines.
• Coordinate and manage the on-call schedule of help desk support teams, ensuring timely and effective technical support and incident response of the Learning Management System (LMS) outside of regular business hours.
• Engage with stakeholders to gather requirements and feedback, ensuring the Learning Management System (LMS) meets their needs.
• Conduct needs assessments to understand and document user requirements for educators, administrators, and learners.
• Identify and implement process improvements within the Learning Management System (LMS) to enhance usability and learning delivery efficiency.
• Analyze usage data and feedback to identify trends and issues, translating insights into actionable recommendations.
• Serve as the first point of contact for Learning Management System (LMS) -related technical issues, liaising between users and the support team.
• Perform routine system maintenance tasks, including backups, updates, and patches, to ensure Learning Management System (LMS) reliability.
• Assist in managing user accounts, permissions, and roles, ensuring appropriate access to resources and functionalities.
• Learning Management System (LMS) Design and deliver training sessions for the Information Technology team on best practices for supporting LMS, enhancing their skills in troubleshooting, maintenance, and user support.
• Act as the primary training lead for onboarding new users onto the Learning Management System (LMS), ensuring they understand how to navigate, utilize features effectively, and adhere to best practices for digital learning environments.
• Provides Level 2 resolution to problems escalated by the Support Team up to and including root cause analysis and change management.
• Assists with expansion planning and ongoing support for new programming geographies.
• Acts as a leader working closely with Evolve team and information technology team to design, provision access and support the team’s evolving needs.
• Works with webmaster to administer cloud and public-facing assets including domains, websites, social media outlets and intranet.
• Participates in Root Cause Analysis process as a technology subject matter expert.
• Maintain documentation, and orderly, up-to-date records and files using approved practices and record-keeping systems.
• Other duties as assigned.

Minimum Qualifications

Education/Experience

• A. or B.S. in a technical field or a relevant combination of education and experience.
• Proficiency in managing, configuring, and troubleshooting Learning Management System (LMS) platforms, such as Absorb, Relias, Blackboard, Moodle, or Canvas
• Experience using Microsoft Office applications, operating systems (Windows/Windows Server), and networking.
• Salesforce administrative and support experience a plus.
• Minimum of 3 years’ experience with Microsoft SharePoint, Microsoft Exchange, Microsoft Hyper-V or Veeam, Microsoft Office365, Microsoft Azure.
• 2 or more years’ experience with cloud-based identity management environments and SSO.
• Project management experience utilizing Waterfall or Agile methodologies.
• ITILv3/4 Foundation Certifications.

Demonstrates Youth Guidance Core Competencies:

• Communication: Uses effective written and oral communication with staff and stakeholders; demonstrates empathy and listening
• Equity mindset: Understands and is committed to goals of equity; consistently brings an equity mindset to the organization’s work and workplace
• Growth mindset: Views growth as important for personal and professional development; seeks out opportunities to expand skills, even if change is required; demonstrates curiosity and eagerness to learn
• Mission driven: Demonstrates commitment to the mission of the organization as a whole and alignment with organizational values

Skills/Abilities

• Client orientation, excellent written, verbal & presentation communication skills, and ownership & quality of work.
• Leadership and demonstrated ability to effectively train audiences of varying abilities and skillsets.
• Demonstrated ability to document and explain learning management systems.
• Ability and motivation to diagnose and troubleshoot IT issues.
• Knowledgeable in application transport and network infrastructure protocols and possess an understanding of how to support these applications / protocols when accessed through VPN and firewall appliances.
• Understanding of remote access methods and systems, firewalls, encryption, authentication and authorization technology.
• Minimum of 2 years’ of IT project management.

Available Benefit Offerings:

• Medical, Dental, Vision and Pharmacy Plans
• FSA: Medical, Dependent and Transportation/Parking Plans
• Paid Holidays, Vacation, Personal and Sick Time
• Basic Life Insurance Coverage
• Basic AD&D Coverage
• Wellness Program
• Employee Assistance Programs
• Employee Discount Programs
• 401k Participation
• Voluntary Benefit Plans
• You may qualify for the Public Service Loan Forgiveness Program (PSLF)

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• While performing the duties of this job, the employee is required to stand for sustained periods of time, frequently talk, hear, use hands and fingers to feel, handle and operate objects or controls, and occasionally stand, bend, stoop, kneel and crouch.
• The employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures, transcribing, and viewing a computer terminal.

• The employee may occasionally lift and/or move up to 40 pounds.

• Must be able to stand for an extended time.
• This job operates in a professional office environment, school setting and working with the public, all Youth Guidance employees must be fully vaccinated or approved for a medical or religious exemption

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Able to spend extended time on a computer in a workstation

DEI Statement

At Youth Guidance, we understand that diversity, equity, and inclusion (DE&I) are fundamental to realizing our vision of bright and successful futures for all young people. We celebrate the diversity of youth and recognize them as empowered leaders, problem-solvers, and experts of their own experiences. At the same time, we acknowledge that many systems and institutions meant to support youth are inequitable and unjust.

As such, we are committed to advancing DE&I through our words and our actions, both internally and externally, by:

• Strengthening cultural competence as well as policies, practices, and organizational structures that foster belonging and leverage the unique backgrounds and talents of staff;
• Offering youth-centered programs that are accessible and responsive to people from diverse racial and ethnic backgrounds, abilities, sexual identity, gender identity and expression, language, and cultural and religious beliefs and practices;
• Influencing systems that youth, their families, and communities are impacted by, such as schools, organizational networks, governmental bodies, researchers, and the funding community, to apply approaches that embrace DEI in addressing the needs and supporting the aspirations of young people.