Systems and Integration Specialist

Description

In collaboration with the Systems Director, the Systems and Integration Specialist is responsible for supporting a range of technology and systems for both internal and external operations. This includes setup, maintenance, and troubleshooting related to organizational and departmental systems, laptops, tablets, phones, email accounts, mail merge systems, spreadsheets, databases, and other hardware & software tools. This person will need to be able to develop and implement applications and programs for the backend processing systems that EDMO uses. We are looking for someone who can learn and grow into a more technical developer role.

This position reports to the Systems Director.

Main Responsibilities

• Keeping our database of tech hardware (computers, tablets, phones, etc.) up-to-date as devices leave and return to our warehouse
• Troubleshooting hardware and software issues, and updating/repairing as needed
• Providing thorough and reliable tech support to both home office and field staff
• Complete recurring and one-time systems tasks as assigned -- bulk emails, staff account creation, data entry for program database, etc.
• Assisting the Systems Director in planning, developing, releasing, maintaining, documenting, and training on new systems across the organization
  
  

Specific Tasks

Tech Device Maintenance

• Develop and maintain an up-to-date database of tech devices used across our organization, including but not limited to laptops, tablets, phones, mobile internet hotspots, and classroom robotics kits
• Install necessary apps and software on new devices
• Follow up with field staff to keep the location and status of each device up-to-date in our database
• In the event of missing devices, work with database records and any involved staff to help track down the device
• Review and reconcile scattered and/or incomplete records and conversations in order to correct database errors and find lost devices.
• Understand tech related issues, think critically about solutions and problem solve independently before escalating to supervisor.
• Troubleshoot hardware & software issues with tech devices
• Repair devices, and request replacements when necessary
• Reset previously-used devices before sending out to new staff
• Prepare packaging materials and shipping labels used for sending out or retrieving remote devices
• Keep aware of wider issues with our device inventory, and report to the Systems Director as needed
  
  

Staff Tech Support

• Review and resolve tech support tickets as they come in
• Stay tuned to various Slack channels for additional tech support questions
• Respond to issues quickly and clearly
• Ask follow-up questions to clear up ambiguities and narrow the scope of the issue
• Maintain a working knowledge of EDMO’s programs, partnerships, and locations, for the purpose of identifying and solving tech problems unique to specific situations
• Search for potential solutions and send clear instructions and/or resource links to the staff
• Follow up with staff to close up any lingering tickets
• Keep a clear log of steps and solutions involved in each ticket
• Assist the Systems Director in developing and maintaining a staff-facing knowledge base, where common ticket topics and FAQs can be documented and shared with staff
• Plan and lead staff training sessions for Systems-related tools and procedures
• Report wider issues to the Systems Director
  
  

Recurring Systems Tasks

• Send bulk email updates and bulk SMS messages to program families and/or EDMO staff, as requested
• Complete Systems-related onboarding tasks for new staff, including setting up new accounts (Gmail, Slack, etc.) and updating our staff database
• Manage the distribution and regular review/maintenance of license-based software seats, such as Slack, Asana, Zoom, Adobe Creative Cloud, etc.
• Create and update program details in our program registration system, as requested
  
  

Departmental and Org-Wide Systems Development

• Assist the Systems Director in the planning, development, release, maintenance, documentation, and training of various departmental and org-wide systems, including but not limited to:
• Comprehensive supply ordering and management systems, covering the supply-related needs and processes of the Warehouse, Curriculum, and Programs departments
• Rosters used by field staff to manage student records, check-in/check-out, emergency contact info, etc.
• Org-wide task/project management systems (such as Asana)
• Customer relationship management software (such as HubSpot)
• When necessary, assist the Systems Director in the planning and execution of any migrations from one platform to another
• Assist in additional Systems-related tasks and projects, at the discretion and guidance of the Systems Director.
  
  

Additional Responsibilities

As the Systems and Integration Specialist, you will have access to sensitive and confidential information, including but not limited to employee termination details and other proprietary company information. You are expected to maintain strict confidentiality at all times, both during and after your employment with EDMO.

Requirements

• A college degree or equivalent job experience in a related field
• Experience working in a technology or coding related position
• Proven track record of building own systems/tools and self-lead growth
• Strong experience with advanced Google Sheets formulas
• Comfortable with Windows, MacOS, iOS, and Android operating systems.
• Strong technical troubleshooting ability
• Skills:
• Ability and eagerness to find solutions in an efficient and self-driven manner
• Must be able to provide concrete examples demonstrating skills in attention to detail, critical thinking, initiative, problem solving and self management.
• Ability to think critically in a way that anticipates potential problems before they arise
• Strong written and verbal communication skills
  
  

Bonus Qualifications

• Experience with in any coding language or environment, particularly:
• JavaScript
• Google Apps Script
• Ruby
• Ruby on Rails
• Experience working in a remote position
• Familiarity with the specific apps used at EDMO, including:
• Slack
• Airtable
• Asana
• Gmail
• Google Drive
• Canva
• Webflow
  
  

Location Requirements

This position will be hybrid to Northern California and will be required to work out of our San Leandro warehouse as needed. Usually, this will be 1-2 times a week, though it may increase to 3-5 times per week during peak seasons. Peak seasons are usually 2-4 week periods in May and August. There may also be unexpected periods of peak activity under certain rare circumstances.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• This position requires the ability to occasionally lift 25 pounds to a height of 3-4 feet
  
  

Physical Abilities & Working Conditions

The physical abilities, working conditions, and other conditions of employment listed in this document are representative of but are not intended to provide an exhaustive list of the requirements for positions in this classification. In the event of an emergency or situation requiring guidance from Federal, State, local, or school district authorities, the requirements of this position may change temporarily or for the school year to best serve the needs of our students.

• Vision: Ability to read small print and view a computer screen for prolonged periods.
• Hearing: Ability to tolerate exposure to noisy conditions.
• Speech: Ability to be understood in face-to-face communications, to speak with a level of proficiency and volume to be understood over a telephone or computer.
• Upper Body Mobility: Ability to use hands to grasp, and manipulate small objects; manipulate fingers, twist and bend at wrist and elbow; extend arms to reach outward and upward; use hands and arms to lift objects; turn, raise, and lower head.
• Strength: Ability to lift, push, pull, and/or carry objects that weigh up to 50 pounds frequently. Incumbents may be required to physically restrain parties involved in a conflict.
• Environmental Requirements: Ability to encounter constant work interruptions; work cooperatively with others; work independently; work indoors and outdoors.
• Mental Requirements: Ability to read, write, understand, interpret, and apply information at a moderately complex level essential for successful job performance; math skills at a high school proficiency level; judgment and the ability to process information quickly; learn quickly and follow verbal procedures and standards; give verbal instruction; rank tasks in order of importance; copy, compare, compile and coordinate information and records. Understand how to manage stress.
  
  

Company Culture

• Embrace company culture by embodying the EDMO Method (listed below)
• S-P-A-C-E
• Demonstrate Self-awareness with your work and the treatment of other members of the team
• Use Problem-solving skills both independently and collaboratively
• Advocates for themselves and others
• Promote Collaboration within your teams
• Practice Empathy for all EDMO employees
  
  

EDMO is an equal opportunity employer that is committed to diversity, equity inclusion, and belonging in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. EDMO makes hiring decisions based solely on qualifications, merit, business needs at the time, and organizational value fit.