Job Description

ORGANIZATION SUMMARY 

Utah’s Promise (UP) is changing the way organizations, communities, schools, governments, and individuals work to fix complex social problems. Together, we can help every child and family succeed at school and life. UP’s workplace is fast-paced, friendly, adaptive, and grounded in our core values: relationships, continuous improvement, equity, and results. We offer competitive compensation including a comprehensive benefit package, and generous paid time off. UP requires team members work in person at UP’s downtown Salt Lake City office Monday – Thursday. UP is starting an organization wide pilot through June 2025 that allows all team members to work a 36 hour work week that shortens the workday on Fridays to four hours. People with diverse backgrounds and abilities are encouraged to apply. Join us in changing the world and giving everyone in our community an equitable opportunity to live their best life. 

POSITION SUMMARY 

Facilitate access to tech tools, outline processes, and guide organizational technology/data strategy. The IT Support Technician ensures Utah’s Promise (UP) staff members have secure and reliable access to network(s), hardware, and approved software solutions. This position will provide regular, in-person, and remote assistance to team members.  Curiosity is key. We don’t expect you to have all the answers, but we do expect you to dive into challenges, leveraging every available resource — including online help, vendor support lines, and expert advice — to find solutions. This position is expected to apply a user centric mindset to provide excellent customer service and IT support to our 80+ team members that use Windows and Mac devices. Success for this position includes helping non-technical users have a smooth experience with their technology tools while ensuring a secure and policy-driven environment. 

ESSENTIAL FUNCTIONS 

Maintain and improve technology tools for staff, including acting as the organization’s help desk and ensuring all staff have access to secure and reliable network infrastructure, hardware, and enterprise software. 

1. Provision/set up laptops and other technology hardware using enterprise deployment, scripting and imaging tools 
2. Use Remote Management Tool (RMM) to monitor device health, and deploy changes to Mac and Windows endpoints.  
3. Provision and terminate accounts in enterprise software 
4. Conduct monthly audits that include security and system health checks 
5. Lead all email, security, and backup efforts 
6. Resolve and manage IT help desk support, including working with vendors as needed 
7. Monitor systems and networks proactively to identify potential issues before they escalate. Set up alerts for critical events or performance challenges 
8. Ensure all operating system, driver, software patches, firmware, and other updates are completed on each company owned endpoint 
9. Keep Wi-Fi, ethernet, and VPN network running and secure including managing switches, cabling, firewall and internet connectivity 
10. Maintain inventory and maintenance records of all related technology related hardware 
11. Assist with staff education for enterprise software, hardware care, and cybersecurity through ongoing training and development of self-help tools 
12. Secure quotes and make recommendations for technology purchases 
13. Provide monthly reports on help desk, hardware health, and security risks 
14. Provide both remote and in person support/troubleshooting with end users 
15. Administrator for Office 365, Exchange Online and Entra 
16. Resolve issues related to email delivery, calendar synchronization, video conferencing and document collaboration in OneDrive and SharePoint. 
17. Configure Office 365 environment to meet changing business needs and to leverage changes from Microsoft.  
18. Create/deploy powershell and bash scripts 
19. Domain name management including DKIM, CNAME records 
20. Other duties as assigned 

BENEFITS 

The position is a full-time, non-exempt position with full benefits. $41,000 – 52,000. Wage to commensurate with experience. 

REQUIRED COMPETENCIES 

• Tech Savvy. Anticipates and adopts innovations in business-building digital and technology applications 
• Ability to troubleshoot through a variety of methodologies 
• Ability to rapidly learn and integrate new practices and knowledge into your troubleshooting and support processes 
• End-User Focus. Builds strong relationships with end-users, engages them in design and testing, and delivers user-centric solutions 
• Plans and Aligns. Plans and prioritizes work to meet commitments that are aligned with organizational goals. Works to understand organizational goals and their contributions to them

QUALIFICATIONS 

• 1-2 years of experience providing technical support and troubleshooting computer equipment remotely and in person or comparable education/certifications 
• Experience using deployment tools to image and update devices 
• Strong understanding of Microsoft Windows and Mac OS  
• Basic knowledge of, including but not limited to the following – Windows 10 & 11, Office 365, Microsoft Exchange, Microsoft Entra, networking fundamentals and protocols, Information security practices and NIST standards, computer devices and printer/scanner configuration and support, and end point protection 
• Ability to use and configure remote monitoring and management tools 
• Certifications such as CompTIA A+, Microsoft Office 365, and Microsoft Entra are a plus 

PHYSICAL REQUIREMENTS 

The team member is regularly required to communicate clearly, and exchange accurate information interpersonally or through communication devices. Must be able to learn new systems and procedures, prepare and analyze data and figures, constantly operate a computer and other standard office machinery.  Must be able to remain in a stationary position 65% of the time. The position requires occasional movement on- and offsite to attend meetings and presentations. Must be able to move light items such as paper, laptops and presentation materials up to 15lbs.    

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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