Technical Operations & Project Specialist

THE ROLE

TRAILS is seeking an experienced individual to support all aspects of the technology operations of the organization. This is a key role on the Operations Team that requires a versatile and highly technically proficient individual with superior organizational skills and a team-first approach. The successful candidate will contribute to the TRAILS mission through technical project and operations work spanning application administration, hardware and software user support, secure file storage management, process improvement initiatives, and more. 

THE RESPONSIBILITIES

Enterprise Application Administration (25%)

• Set up, manage, and monitor application user groups and permissions

• Configure business processes within applications

• Coordinate application upgrades and testing

• Manage application security groups

• Assist with application integrations

• Follow internal and broader technology best practices to communicate changes and minimize end user disruptions

• Work across TRAILS teams to improve and enhance the organization’s use of its software suite 

Technical Operations & Project Coordination (25%) 

• Provide daily technical operations support spanning TRAILS’ software and software infrastructure

• Administer TRAILS’ Google Workspace and serve as primary subject matter expert 

• Collaborate with the Director of Technology and across TRAILS teams to plan, coordinate, execute, and support technology operations and projects, including CRM and LMS implementations, hardware onboarding/offboarding, and other strategic projects 

• Collaborate with TRAILS’ external IT support partner to plan for changes in hardware and software infrastructure 

• Plan for and facilitate software and hardware lifecycle management

• Maintain relationships with Apple, Dell, and other representatives for questions and troubleshooting 

• Identify, implement, and follow best practices related to data and information security 

Internal Technology & User Support (25%) 

• Respond to Slack and email tech support inquiries from internal staff; diagnose, troubleshoot, and follow up with team members an document issue resolutions 

• Work with TRAILS’ external IT support partner to triage, review, and follow up on technical support issues

• Conduct TRAILS technology overview sessions with newly hired team members

• Create technical training documentation and train all users on new technology roll-outs, upgrades, and changes 

Secure File Management (15%)

• Maintain a secure, user-friendly online file and data management process and create associated documentation for TRAILS team member reference 

• Serve as primary point of contact for team member questions about file storage processes

• Collaborate in the development of secure file management policies

• Collaborate with the TRAILS Evaluation Team on data security procedures for partner survey data

General Team Responsibilities (10%)

• Attend team and all-staff meetings, participate in workgroups, as well as other relevant TRAILS meetings

• Provide general back-up support to the IT Director and other members of the Operations teams as circumstances dictate

THE PERSON 

Our experience suggests that the following types of professional experiences lend themselves to this work:

• 3+ years of experience in an internal technical operations role

• 2+ years of experience planning and coordinating technical projects 

• 2+ years of experience in application administration 

• Prior experience in internal user support/help desk experience 

• Excellent oral and written communication skills

• A proven teamwork and customer service orientation

• Demonstrated versatility, flexibility, and willingness to take initiative

Our experience suggests that the following types of skills lend themselves well to this work:

• Broad and deep technical proficiency and knowledge in both hardware and software

• Experience with enterprise application administration, including configuring software to meet business process needs

• Exceptional organizational and task management skills, especially in a dynamic and growing work environment with competing demands

• Demonstrated proficiency with Google Workspace, Microsoft Office 365, Windows and OSX operating systems

• Keen attention to detail and follow-through

• Strong organizational skills and ability to effectively prioritize work

• A strong commitment to diversity, equity, and inclusion

• Demonstrated ability to work independently and also function collaboratively in a team environment

EDUCATION

Our experience suggests the following certifications and degree(s) lend themselves well to this work:

• Bachelor’s or Associate’s degree in an Information Technology-related field

• Applicable experience and competencies may be considered in lieu of formal education

COMPENSATION

The salary range for this position is $84,726 to $89,433 annually. 

TRAILS offers a comprehensive benefits package including medical, dental, and vision as well as a 403B with a safe harbor match and short and long term disability. We offer a generous holiday and paid time off package. 

OUR COMMITMENT TO DIVERSITY, EQUITY, & INCLUSION 

Addressing inequities in access to evidence-based mental health care is intrinsic to the TRAILS mission. The intentionality behind this approach is woven into everything we do at TRAILS, resulting in a staff-wide commitment to diversity, equity and inclusion for all facets of our program. If this commitment is something to which you could positively contribute, we encourage you to apply, particularly if your voice represents a historically excluded perspective. 

TRAILS, a project of Tides Center, is an “at-will” and equal opportunity employer. Applicants and employees shall not be discriminated against because of race, religion, sex, national origin, ethnicity, age, mental or physical disability, sexual orientation, gender (including pregnancy and gender expression) identity, color, marital status, veteran status, medical condition, or any other classification protected by federal, state, or local law or ordinance.

APPLICATION NOTES:

• We are only considering applicants who are legally authorized to work in the United States.

• Our job descriptions reflect TRAILS’ assignment of essential functions and qualifications of the role. Nothing herein restricts management's right to assign, reassign or eliminate duties and responsibilities to this role at any time.