IT Systems Operations Associate (Spanish Fluent)

Status: Full-Time

Location: Philadelphia, PA (candidates must be local to Philadelphia or willing to relocate upon hire)

Application Deadline: June 8, 2021

For consideration, please attach your Cover Letter and Resume to the online application in addition to answering the Application Questions.

Summary of Principal Responsibilities

The Systems Operations Associate will assume responsibility for providing IT Helpdesk technical and meeting support services to AFSC staff, including managing tickets through our helpdesk support system, troubleshooting issues, and maintaining staff workstations, and providing support to AFSC meeting and collaboration technology. This position will be the IT department’s primary point of contact for Spanish speaking staff members.

Essential Functions/Responsibilities:  The key responsibilities of the position include the following:

1. Manage and prioritize assigned IT Helpdesk tickets in a timely manner to ensure successful resolution of inquiries. Support IT Operations Manager in the following areas:
   1. Device support and troubleshooting
   2. Support approved AFSC software, including Office365, Microsoft Teams collaboration and telephony, and remote access platforms
   3. Password, security, and backup management
   4. SharePoint administration and file management
   5. Assist in onboarding and training staff, including provisioning of new equipment, offboarding, and change management
2. Support the Digital Meeting Manager in the following areas:
   1. Virtual events, including training, monitoring, problem-solving live sessions, and follow-up
   2. Support management of video recordings and supplementary materials
   3. Assist with AV needs for on-site events (setting up, troubleshooting, and providing in-the-moment support) and support on-site networking
   4. Provide audio and video recording, production, and editing services of events to meet requirements and goals of internal communications, organization visibility, fundraising, and program work.
3. Provide Spanish language support all staff members requiring Spanish communications:
   1. Support meetings and virtual events hosted by Latin American and Caribbean AFSC program staff
   2. Act as primary support contact for IT Helpdesk tickets for Spanish speaking staff
4. Research and recommend meeting technologies, tactics, and methods to resolve issues and further AFSC, event, and project objectives. Remain current on industry trends and related technology in web conferencing and collaboration.

Minimum Qualifications

Education:  Associate degree or equivalent strongly preferred. Exceptional work experience may be accepted in lieu of the degree.

Experience: 

1. Fluent Spanish oral and written language skills required – must be comfortable conversing and corresponding with staff with different dialects around the Spanish speaking world.
2. Experience in PC and Mac environments, setting up and executing successful in-person and virtual events.
3. Expert knowledge of web conferencing and collaboration technology, such as Microsoft Teams, Zoom, Office365, and others.
4. Proven ability to collaborate with staff and partners from diverse backgrounds, to identify the requirements of their events and projects, and to patiently explain complex concepts and policies.
5. Demonstrate ability, willingness, and judgment to work independently, take initiative and self-start projects that add value to the organization, set priorities and meet deadlines.

Other Required Skills and Abilities:

1. Must possess good analytical skills and be able to resolve a wide variety of technical problems.
2. Willing to work hours that align with support requests from AFSC’s Regional Offices (i.e. 11am-7pm EST).
3. Good organizational skills, discipline, and ability to work with minimal supervision. Must show initiative in problem solving—a good self-starter.
4. Must have the ability to advise, train, support, and work with a diverse group of individuals.
5. Must be user oriented and comfortable troubleshooting on-site or remotely.
6. Be able to work under pressure, make and meet commitments.
7. Must be willing work under considerable pressure and, when the need arises, come in after hours to fix network and or phone system issues.
8. Must be willing to work from AFSC offices in Philadelphia and occasionally travel to other AFSC offices.
9. Commitment to Quaker values and testimonies. Understanding of and compatibility with the principles and philosophy of the American Friends Service Committee including non-violence and the belief in the intrinsic worth of every individual.
10. Understanding of and commitment to the principles, concerns, and considerations, of AFSC regarding issues of race, class, nationality, religion, age, gender and sexual orientation, and disabilities. Demonstrated ability to work and communicate with diverse staff.

Compensation:  Salary Range begins at $47,609 with minimal flexibility based on experience  – Non-Exempt – Comprehensive medical and hospitalization plan; term life, accident and salary continuation insurances, defined benefit pension plan, plus fringe benefits; participation in unemployment and worker’s compensation and social security.

The American Friends Service Committee is an Affirmative Action/Equal Opportunity Employer.  Qualified persons are encouraged to apply regardless of their religious affiliation, national origin, race, age, sex, gender identity, sexual orientation or disability.

AFSC’s Central Office and some of its offices in the U.S. are unionized workplaces. This position is represented.

The American Friends Service Committee is a smoke-free workplace.