Programs Systems Support Specialist

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The role involves providing comprehensive technical support and IT coordination for various software systems. Key responsibilities include training internal users, managing backend user accounts, and collaborating with IT on security and system updates. The position also focuses on evaluating and implementing system improvements, deploying new technologies, and analyzing performance metrics to enhance user experience. Additionally, the role includes managing a survey platform, overseeing a partner management system, and creating user‑friendly guides for effective navigation of these systems.

Hours:
Monday-Friday, 9am-5pm
Location:
Candidate can choose to work out of our Phoenix or Flagstaff office

Essential Functions

Technical Support & IT Coordination

• Provide backend support for various data management systems.
• Train internal users on technical systems.
• Collaborate with IT on domain purchases, security measures, and other technical needs.
• Serve as the primary IT liaison for technical updates and software integration.

Evaluation & Implementation Support

• Conduct thorough assessments of existing systems and software to identify areas for improvement, efficiency gains, and potential upgrades.
• Collaborate with the IT team to design and propose innovative solutions that address identified issues, improve user experience, and streamline operations.
• Assist in the deployment of new systems and technologies, ensuring a smooth transition and minimal disruption to daily operations.
• Analyze system performance metrics and user feedback to determine the effectiveness of current technologies and identify opportunities for enhancement.

Survey Database Management

• Oversee the survey platform and evaluate alternative tools for effectiveness and suitability.
• Develop survey dashboards, templates, and standardized reports for cross‑departmental use.

Partner Platform Management

• Serve as the main point of contact between SMFB and the platform for partner management. Manage training events, resources, and updates.
• Manage and update agency partner tags within the platform.
• Meet with the platform representatives and internal department managers to discuss policies, goals, and map analytics.
• Oversee user accounts, logins, process updates, and standard operating procedure (SOP) management.
• Onboard new organizations and locations while deactivating outdated ones.
• Address technical issues through the SMFB representative or support team for the platform.
• Collect and upload temporary seasonal agency partner sites into the platform, ensuring timely activation and deactivation.
• Create user‑friendly guides to assist end‑users (agency partners and staff) in navigating the systems effectively.

Physical Demands/Environment Factors

• Requires extensive sitting with periodic standing and walking.
• May be required to lift to 20 pounds.
• Requires significant use of personal computer, phone, and general office equipment.
• Needs adequate visual acuity, ability to grasp and handle objects.
• Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
• May require off‑site travel.

Minimum Qualifications

• Associate’s degree in information technology, Computer Science, or a related field.
• Three (3) years of experience combined with relevant certifications.
• Proficiency in troubleshooting Windows/Mac, Microsoft Office Suite, and other common software applications.
• Basic knowledge of networking concepts (LAN, WAN, VPN) and hardware.
• Strong problem‑solving and communication skills.
• Ability to prioritize tasks and manage time effectively.
• Proven experience as IT Support or other customer support role
• Tech‑savvy with working knowledge of office automation products, databases, and remote control
• Solid understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Collaborative mindset and…