IT Support Engineer
Summary
The IT Support Engineer maintains and configures the Capital Area Food Bank's internal IT systems and services, provides tier 2/3 escalation support for staff hardware, software, and SaaS issues, and coaches junior technicians and interns. The role emphasizes systems management, automation/scripting, documentation, training, and project work in a nonprofit environment.
About the Organization:
The Capital Area Food Bank works to address hunger today and create brighter futures tomorrow for more than a million people across the region experiencing food insecurity. As the anchor in the area’s hunger relief infrastructure, the food bank provided more than 60 million meals to people in need last year, by supplying food to hundreds of nonprofit organizations as well as directly to the community. Creating long-term solutions to food security requires more than just food: it includes addressing the root causes of food insecurity by partnering with organizations that provide critical services like job training programs, health care, and education. To learn more, visit Food Bank for the Washington, DC, Region | Capital Area Food Bank.
Description:
The IT Support Engineer will provide application and engineering support on all the IT Infrastructure and Services provided to the CAFB staff. This role is responsible for the maintenance and configuration of existing systems and the exploration and implementation of new IT Services. They will also be responsible for system documentation and cross-training for continued engineering support. The IT Support Engineer must have excellent research and analysis skills in order to solve new/unknown problems. The role will be designated as a subject matter expert on a portion of systems, services and projects within the IT Team.
Responsible for the day-to-day operations of IT Support through the training and coaching of IT Support Technicians and IT Interns. In addition, they provide tier 2/3 technical escalation support within the team, to ensure proper and speedy resolution on various technical issues and problems relating to hardware, software, and peripherals.
Essential Functions:
Systems Management
- Work independently in the management of systems and services.
- Identify ways to simplify, automate and improve accuracy of IT systems management processes
- Manage the selection, testing, configuration and deployment of new hardware, software, networks, and SaaS (Software as a Service) platforms
- Create automation tools and scripting to improvement and drive efficiencies in IT business processes
- Manage internal and external IT project requests
Project Management / Documentation / Training
- Create project documentation and plans for systems management and implementations.
- Manage individual and multi-team projects
- Writing documentation on technical specifications and design
- Writing end-user process and system documentation
- Creating and delivering training materials, through live video, in-person, or pre-recorded sessions
Technical Support
- Manage IT support request ticket queue escalations to meet established service levels
- Handle advanced service requests on application automations, business process and functions.
- Training and coaching junior IT staff on Tier 1 support requests.
- Define methods for provisioning users, computer hardware, and network/telecom configurations
- Provide resolution to common issues and questions about IT systems and processes
- Provide IT service management principals to support requests, through reporting, incident management and proper escalation
- Monitor systems alerts and repair minor errors, escalate issues if needed.
- Periodic security-check-ins for accounts, monitor users at risk on a weekly basis.
Miscellaneous
- Performs other related duties as assigned