Location
Eugene, OR | United States
Job description
Job Type
Full-time
Description
Full-time, Exempt/Salaried position
Annual Salary: $50,471 - $59,304 Mid-point
DEPARTMENT SUMMARY:
Holt's Finance and Administration Department is dedicated to providing timely, relevant, and accurate administrative, financial, human resource, and technology services to Holt staff, families, and constituents, ensuring a high level of integrity, effectiveness, and efficiency for Holt's work. The Information Technology (IT) team is committed to providing reliable, secure, and efficient IT systems to support high staff-productivity, ensuring a high level of integrity and effectiveness for Holt's work.
POSITION SUMMARY:
The IT Systems Technician II is an innovative, results-oriented member of the IT team who is responsible for supporting staff productivity and overall cybersecurity by providing upper-tier technical support as needed, remediating reported vulnerabilities, assisting lower technicians with learning opportunities, and working with the Information Technology Manager on important projects.
ESSENTIAL JOB FUNCTIONS:
- Provides Tier II User Support by supplementing and assisting the IT Systems Technician with more advanced technical difficulties. Responds to tickets by fixing/solving issues or assigning them to the appropriate IT staff. Follows up on ticketing issues and lets Information Technology Manager know when trends appear that need attention. Provides recurring reports on the performance of the IT department in response to staff ticketing needs. Utilizes the IT ticketing system as an asset inventory system and keeps inventory up to date on a monthly basis. Provides reports on IT assets and replacement needs based on asset information (age, settings, equipment capabilities, etc.). Researches new ways of leveraging the ticketing system at Holt to better serve employees and be more efficient. Recommends upgrades and system adjustments to Branch IT systems and processes and is the Senior tech for all branch offices. Works with Information Technology Manager to implement best practices worldwide.
- Updates and adjusts Network and Database access settings by reviewing department- and job-related needs to adjust network/database account access accordingly. Reviews accounts and security settings on a regular basis and after network/database upgrades to adhere to the principle of least privilege. Updates email distribution lists and database access levels when system or job duty updates occur. Provides the Information Technology Manager and the Senior Database Administrator an ongoing and detailed assessment of database access updates.
- Protects Vital Data by working with Holt's Senior Database Administrator and Information Technology Manager to help create and update role-based security processes in all databases so users have the correct level of access needed, while adhering to the principle of least privilege. Works with Information Technology Manager to review Holt's Formal Change Control process so that procedures are in place for changes to key systems.
- Manages PCI Compliant Systems and the Cardholder Data Environment (CDE) Network by reviewing membership on the CDE network and working with staff to ensure users who work with credit card information are configured on the CDE network. Contributes to on-boarding and off-boarding procedures while monitoring/auditing CDE systems, such as Vlan settings, anti-virus settings, and the credit card RDP donation system. Performs the Holt self-assessment questionnaire for PCI compliance.
- Prepares for and Addresses Security Breaches by remediating vulnerabilities discovered by Nessus vulnerability scans, conducts PCI external scanning of Holt's website, and works with vendors on GAP analysis projects. Works with security consultants/vendors to manage security threats and maintain proper security posture at Holt. Monitors current digital assets and maintains Holt's incident response plan. Performs annual reviews of Holt's incident response plans, including the cyber response plan and related procedures. Plays a key role in any response plan testing and tabletop exercises. Immediately reports any serious security issues to the Information Technology Manager.
- Maintains Secure Digital Infrastructure by monitoring current security alerts on key IT systems and performing regular patch management duties. Manages and monitors the SIEM (Security Information and Event Management) system, the RMM system, and the SentinelOne system. Works with Holt's IT Systems Technician on IT asset lists and inventories to make sure all computers and major IT assets are accounted for and encrypted.
- Coordinates Enterprise Level Security Policies by reviewing and/or updating policies and procedures, documenting these efforts, and ensuring alignment with current processes and systems. Verifies that Holt is following the IT policies and related documents on a recurring basis to verify compliance. Identifies and incorporates security best practices into Holt policies as needed. Works with Information Technology Manager to keep IT policies up to date and relevant.
- Coordinates IT and Data Security Training at Holt by scheduling monthly online security trainings to help employees understand security policies and combat scams reliant on social engineering. Schedules special developer training for members of Holt's IT team. Documents security and PCI training received by Holt employees and contractors. Reports results to Information Technology Manager in monthly security reports.
- Provides Comprehensive Monthly Security Report to Information Technology Manager by documenting the state of Holt security systems, any threats that were remediated, and providing an update of ongoing security efforts. Reviews report structure and adjusts report output to new systems and emerging security threats as needed.
- Documents Key IT Security Efforts by using the IT SharePoint site and ticketing system for future reference. Adheres to IT security principle of "if it's not documented, then it didn't happen". Provides extensive documentation for remediation of vulnerabilities to document appropriate response time from Holt IT. Works with IT staff, security vendors, and Information Technology Manager to keep documentation relevant and reasonable for the overall goal of protecting Holt's IT systems and electronic assets.
- Contributes to the Team Effort by exhibiting cooperative and effective work relationships, such as responding positively to challenges, assignments, inter and intra departmental requests, participating in team brainstorm and planning meetings, and seeing beyond individual tasks to help fulfill the organizational goals.
- Contributes to a Positive, Productive Work Environment by meeting attendance guidelines and pre-arranging time off with appropriate notice. Treats all people with dignity and respect; exhibits good listening and comprehension skills, gives and welcomes feedback; communicates effectively by email and phone, and demonstrates adaptability in a changing environment by taking on new projects as assigned.
SUCCESS FACTORS:
The successful IT System Technician II will be detail-oriented with the ability to prioritize and self-manage a multi-tasked workload in a fast-paced environment. Must have strong problem solving and analytical skills with the ability to perform multiple tasks effectively and concurrently. The successful candidate will have the ability to utilize a variety of technology platforms and must demonstrate the ability to analyze options and use sound judgment when decision-making. Excellent communication skills and documentation skills alike are very important success factor for this position.
Requirements
KNOWLEDGE (MINIMUM REQUIREMENTS):
University degree in computer science, cybersecurity, or a related field and a minimum of 2 years' work experience in IT, cybersecurity, information systems. Preferred experience includes experience with vulnerability remediation, PowerShell, user/customer support, Windows 10/11, Apple operating systems, enhanced knowledge of LAN and WAN systems, IT ticketing systems, documentation, asset management, overall cybersecurity practices, and project management. Must have the ability to communicate effectively and professionally both orally and in writing. An equivalent combination of education, training, or experience sufficient to successfully perform the essential functions of the job as those listed above may be qualifying.
SCOPE OF RESPONSIBILITY:
Assists in-person and remote users at Holt International HQ in Eugene, OR, out-of-state branch office staff in addition to assisting staff while traveling out of country. Occasionally provides basic IT services to international staff.
INTERPERSONAL COMMUNICATION:
Possesses the ability to establish requirements of a project or program, and communicate them clearly to stakeholders, facilitators, and partners. Is a team player and committed to providing quality service. Communicates respectfully and is sensitive to cross-cultural issues. Demonstrated abilities in technical writing, teaching, and/or public speaking preferred. Exercises good judgment, courtesy, and tact in interaction with employees and the public. Establishes and maintains positive relationships with commercial vendors.
IMPACT OF RESULTS:
Maintains staff productivity and data security. Identifies weaknesses in infrastructure (software, hardware, networks) and finds creative ways to protect Holt's IT systems and electronic assets.
REPORTS DIRECTLY TO: Information Technology Manager, who reviews work for effectiveness and results obtained.
WORKS DIRECTLY WITH: Philanthropy & Communications Department, Finance & Administration, International Programs, and Adoption Services staff. Also works with external consultants, vendors and at times international staff.
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