Catholic Legal Immigration Network
Location
Silver Spring, MD | United States
Job description
POSITION : IT/Operations Assistant (Technical Helpdesk)
REPORTS TO : IT Manager
SECTION : Operations
STATUS : Full-Time, Exempt
SALARY RANGE: $60,000 - $65,000
Summary Description: The IT/Operations Assistant reports to the IT Manager and works on a team that provides operational support to CLINIC. The assistant must be enthusiastic, organized, meticulous, provide exceptional customer service, have flexibility and openness to adapt to changing priorities, ideas, strategies, and methods that impact CLINIC’s IT Infrastructure projects. This is a temporary, 3-year, grant-funded position with the possibility of renewal.
Primary Responsibilities: - Assists IT Manager and IT team with the management of digital assets and infrastructure. Supports the IT web and project teams. Maintains logs and documentation. Includes but is not limited to:
- Work with the IT team to provide front line tech support to CLINIC staff, troubleshooting technical and operational issues, and communicating with staff.
- Monitor a ticketing system for IT requests. Triage and escalate issues. Assist in maintaining performance reports.
- Provide on-site technical support to employees.
- Assist in maintaining an inventory of hardware.
- Work with IT Manager, Project Manager, and Subject Matter Experts to draft technical training.
- Attend weekly Operations team meetings as well as those that pertain to infrastructure project phases. Assist in taking minutes.
- Assist the IT manager in maintaining IT policies and procedures.
- Collaborating with Managed Services Provider (MSP) technicians
- Other tasks as assigned by IT Manager
Secondary Responsibilities: - Asist the Web Manager with updates to the CLINIC website.
- Act as a support for or backfill CLINIC’s Operations team members as they pertain to online training responsibilities including webinar platform facilitation and technical assistance.
- Assist E-learning program developer with the creation and management of training materials and resources for constituents.
- Update CLINIC’s Customer Relationship Management (CRM) system and Learning Management System (LMS) based on phone or email requests from constituents.
- Assist CLINIC’s training and events team with training registrations or training-related inquiries and administrative tasks on an as needed basis.
Other: - Demonstrate knowledge of and support agency mission, vision, value statements, policies and procedures, operating instructions, confidentiality standards, and the code of ethical behavior.
- Willing to understand, respect and contribute to CLINIC’s vision, values, and beliefs
- Fulfill CLINIC’s expectations that all staff abide by the following Organization Behaviors:
- Serve with integrity
- Develop innovative solutions
- Promote learning – for themselves, for their colleagues, and for our network
- Cultivate constructive relationships
- Model stewardship
- Maintain a positive attitude
- Exhibit leadership skills and initiative
- Communicate effectively
- Own your work
- Teamwork and cooperation with colleagues
- Resolves conflicts effectively and makes effective decisions
Knowledge, Skills & Abilities: - Bachelor's Degree or equivalent, or three years of technical helpdesk experience and/or training.
- Proficiency in Microsoft Office 365, Adobe Acrobat, and ability to quickly learn other programs or software that assists with job responsibilities.
- Training and specialized certifications in device repair, maintenance or installation preferred.
- Familiarity working with CRM and LMS systems preferred.
- Familiarity with video platforms (Zoom, Teams) preferred.
- Excellent customer services skills
- Highly detail-oriented, strong organizational skills, and ability to multitask in fast-paced environment.
- Strong verbal and written communication skills
- Demonstrate excellent judgment and initiative
- Interest in immigration
- Familiarity with, or ability to understand, Catholic social teaching and the structure of the Catholic Church
- Bilingual (English/Spanish) capabilities are desired but not required.
Work Environment: - This position is hybrid based in Silver Spring, Maryland.
- This position could evolve post-IT infrastructure project into an administrative assistant position.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the key components and primary responsibilities.
The work you will do is covered by a collective employment agreement between Catholic Legal Immigration Network, Inc. "CLINIC" and the Nonprofit Professional Employees' Union "NPEU" Local 70. Please contact your local union representative at
[email protected] with any union-related questions.
Equal Employment Opportunity and Diversity Commitment: CLINIC considers all applicants for employment without regard to race, color, ancestry, national origin, sex, gender identity, gender expression, sexual orientation, marital status, family responsibilities, religion, age, disability, service in the military, or any other characteristic protected under applicable federal, state, or local law. CLINIC also provides “reasonable accommodations” to qualified individuals with disabilities, in accordance with the Americans with Disabilities Act and applicable state and local laws. All interested individuals, regardless of background, are encouraged to apply.
We embrace and encourage our employees’ differences in race, color, ancestry, national origin, sex, gender, sexual orientation, marital status, and other characteristics that make our employees unique.
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