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, but not limited to, designing, supporting, and monitoring various systems including MS Windows clients and servers, MS System Center (SCCM), SharePoint, Virtualization and Storage solutions, and MS SQL server. This position will provide 3^rd level support on systems issues for the helpdesk staff as well as providing technical knowledge and expertise to IT staff, vendors/partners, 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, attention to detail, 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 IT work experience or bachelor’s degree in a technology or related field.
Experience Level: Previous Enterprise 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

Computer and Server Operating Systems and Licensing and peripherals
Computer & Server Hardware
Windows Desktop and Server Administration
Business Continuity and Disaster Recovery Solutions
Microsoft Enterprise Private Key Infrastructure
MS SQL Server
SharePoint Administration
Microsoft 365 Administration
Hyper-V Virtualization
SMTP and Email Flow
Legacy Active Directory and MS Entra Directory Service Administration
Intune and Legacy Group Policy Administration and Troubleshooting
NTFS, SSO, MFA and other security-related authentication and authorization tools, configuration, and monitoring
Enterprise monitoring concepts and tools/suites
Corporate Phone System Administration
Command Line Administration and Automation
Networking Basics
IT Help Desk Support Fundamentals
ITIL Processes
Customer Service Fundamentals

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, maintains and drives the evolution of existing systems infrastructures including on premise, hosted and cloud hardware, OS, and software updates/upgrades/patches
Business Continuity – Documents, 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 Hyper-V technologies and SAN/NAS solutions
Email Administration - Deploys, supports, and maintains on premise/cloud email infrastructure, including email routing, filtering and security solutions, encryption, etc.
Cloud Administration - Deploys and supports the agency’s cloud deployments including Microsoft 365, Azure, AWS, and Google Workspace.
PKI Administration - Implements, administers, and manages the organization’s Microsoft 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 and runbooks for systems and solutions
IT Team Efficiency - Supports the team in gaining efficiency and process improvements including by implementing and training on tools and automation designed for remote support and management
Endpoint Device Administration – Administrate and manage endpoint devices including desktop computers, laptops, and mobile phones. This includes BYOD and corporate owned solutions.
Security Analysis/Risk Mitigation - Identifies security concerns and implements security solutions and procedures, based on industry best practices, to mitigate risk
Phone System – Assist with administration and monitoring of the corporate phone system
Database Administration - Administers and manages database systems
IT Maintenance Window Support – Participate or drive off-hours maintenance when required
On-Call Rotation - Part of on-call rotation for after-hours emergency support calls and incident management.
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.
Always displays a courteous and caring attitude 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.