Tech Support and Publications Lead

Tech Support and Publications Lead page is loaded## Tech Support and Publications Lead locations:
Anchorage, AKtime type:
Full time posted on:
Posted Yesterday job requisition :
JR108347

Calista Corporation Regular
** JOB SUMMARY
** The Tech Support and Publications Lead (TSPL) reports to the Life Estate and Technology Manager in the Shareholder Services department. The TSPL provides technical, data, documentation, and level-one help desk support across Shareholder Services and serves as the subject-matter expert for these functions, ensuring adherence to information security standards. This position supports multiple teams, including Administration, Descendant Enrollment, Distributions, and Stock Management, with crossover support to Corporate Communications, and requires strong attention to detail, technical aptitude, data analysis skills, and the ability to develop clear, accurate technical documentation that supports Shareholder Services operations.
** ESSENTIAL FUNCTIONS
** Technology* Maintain awareness of Calista’s cyber- and information-security standards and protocols related to protection of Personally Identifiable Information and the transmission, storage, and retention of data.
* Serve as a subject-matter expert in Shareholder Services technology systems and tools.
* Understand how department technology integrates into workflows, including on-premises systems, cloud-based tools, firewall-protected environments, and data exchanges between systems.
* Monitor database transaction dashboards, error logs, and transaction logs.
* Support stock issuance preparation.
* Test software bug fixes and enhancements and document results.
* Coordinate and manage department technology asset inventory outside the scope of centralized IT management (e.g., tablets, smartphones, scanners, printers, encrypted storage devices, and emergency travel kits), including firmware updates and supply tracking.
* Set up hardware and install software with guidance from IT, including support for conference room technology.

Data
* Run standard reports, custom exception reports, and database queries with varying parameters.
* Track data trends, interpret results, and recommend process improvements.
* Analyze data for errors and identify potential software bugs; coordinate with the Manager to submit help desk tickets for IT or vendors as needed.
* Scrub and format data using tools such as Excel and Open Refine for Shareholder communications, house holding, and website content.
* Promote adherence to data entry standards to improve data integrity and reporting accuracy.
* Run exception reports and coordinate data cleanup activities.
* Assist with preparing weekly, monthly, quarterly, annual, and ad hoc performance metrics.
* Perform data analysis and research tasks as assigned.

Documentation
* Maintain the department’s documentation database, including policies, procedures, forms, datasets, and workflows.
* Assist with planning for and transitioning to document management system.
* Update the department SharePoint subsite as directed.
* Draft workflows, data flows, and step-by-step instructions for department applications.
* Apply templates and stylesheets to operating procedures, manage document version control, and ensure SOPs are available at the point of use.
* Draft software requirements and test cases for system fixes and enhancements.
* Assist with records retention evaluations and record transitions, including coordination of approved destruction activities.

Help Desk
* Serve as the primary point of contact for level-one help desk support for department staff, including password resets, research, issue replication, and administrative-database tasks.
* Prepare training materials that accommodate a variety of learning styles; includes slide decks with strong visuals, process maps, flowcharts, models, demonstration videos, group discussions, recorded guidance, teach-backs, handouts, written assignments, simulations, and interactive workshops.
* Provide training and guidance to end users on system use and best practices.
* Draft help desk knowledgebase articles and FAQs.Professional Responsibilities
* Lead by example by demonstrating professionalism,…