Technology Solutions Specialist

With more than 10,000 members, NAFSA: Association of International Educators is the largest and most comprehensive association of professionals committed to advancing international higher education. Based in the United States, we provide programs, products, services, and a physical and virtual meeting space for the worldwide community of international educators. The association provides leadership to its varied constituencies through establishing principles of good practice and providing professional development opportunities. NAFSA encourages networking among professionals, convenes conferences and collaborative dialogues, and promotes research and knowledge creation to strengthen and serve the field. We lead the way in advocating for a better world through international education.

MAJOR FUNCTIONS AND RESPONSIBILITIES

The Technology Solutions Specialist's role is to deliver support to and educate end users in the organization about how to use various types of association software programs efficiently and effectively in fulfilling business objectives. This position works closely with the Director, Technology Solutions to support day-to-day operations for web applications and technologies used by NAFSA's staff, association members, and other stakeholders.

System Administration and Support 60%

• Maintain proficiency with appropriate software applications used and supported by the organization.
• Perform administrative functions for the systems in the assigned application portfolio.
• Research solutions through internal and external knowledge base, as needed.
• Test fixes and perform post-resolution follow up to ensure problems have been adequately resolved.
• Actively support a portfolio of applications by fielding incoming service desk tickets from end users to resolve & document application and software issues within mission-critical systems (e.g. NAFSA's AMS, LMS, event technology, surveys, SaaS products, data visualization, etc.).
• Assist with producing reports and data outputs from supported systems
• Ensure system data is accurate through ongoing data cleanup efforts and by working with stakeholders to develop data hygiene best practices.
• Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Support other members of the team in interdependent projects and tasks.

Documentation, Training and Communication 20%

• Develop and maintain current documentation on all supported systems to facilitate knowledge transfer across the team and the organization.
• Cross-train technology team members in support of NAFSA's technology environment.
• Formulate and conduct training sessions and teaching materials for transferring knowledge of enterprise software applications throughout the organization.

Acquisition and Deployment 10%

• Conduct research into software application products and services in support of using systems to fullest capabilities.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.

Strategy and Planning 5%

• Evaluate and analyze documented resolutions and trends for service desk issues; recommend ways to prevent recurring issues.
• Alert team and managers to emerging trends in incident reports.

Other duties as assigned 5%

QUALIFICATIONS (Required)

• Associate's degree or equivalent combination of related education and experience.
• Minimum of two years' experience servicing an IT Help or Service Desk, or hands-on experience managing or providing end-user support for web-based software applications
• Ability to quickly master new software systems and effectively research a wide range of computing issues
• Proven ability to use, teach, and troubleshoot/problem solve a variety of software and SaaS products
• Effective and friendly communication skills and the ability to work with all levels of staff and management, carefully listen to issues, and provide effective response and solutions
• Experience providing training on software and other technology, such as productivity tools
• Ability to communicate technical information to non-technical personnel
• Strong team collaboration skills
• Reliable self-starter who takes initiative
• Keen attention to detail
• Proven ability to effectively prioritize tasks and manage competing priorities while meeting deadlines and executing responsibilities with minimal errors
• Excellent oral and written communication skills; specific emphasis on accurate and detailed documentation

QUALIFICATIONS (Preferred)

• Bachelor's degree or equivalent combination of related education and experience.
• Experience with nonprofit, education, or international education institutions
• Training or certification in a technical area such as web systems, databases or data
• Experience as a power-user or administrator of iMIS EMS
• Experience developing effective training on software and other technology, such as productivity tools
• Knowledge of common survey tools
• Proficiency with event registration and event management tools
• Exposure to project-based work structures and working on project teams

Office Environment

The workday is generally 9:00 a.m. to 5:00 p.m. The week after Memorial Day to Labor Day, it is 8:30 a.m. to 5:30 p.m. Monday through Thursday and 9:00 a.m. to 12:00 p.m. on Friday.

Travel may be required occasionally related to job responsibilities, especially for the annual conference, regional meetings, and other leadership meetings. Participation in the NAFSA annual conference the week of Memorial Day, including the holiday itself, is a job requirement. The annual conference is held in varying cities.

Total Compensation, Benefits

The hiring annual salary for this full-time, 35-hour per week Technology Solutions Specialist position is targeted at $60,000. Total compensation for employment at NAFSA entails a competitive employee benefits package, including:

• Competitively priced medical and dental insurance plans with CareFirst
• 403(b) retirement plan with eligibility for a 7% employer contribution
• Generous paid vacation, sick, personal, and parental leave plans
• Thirteen paid holidays plus office closure between Christmas and New Year's Day holidays
• Fully paid group life and disability insurance coverage
• Health and dependent care flexible spending account plans
• Pre-tax parking and transportation plans
• Opportunities for professional development
• Eligibility for tuition reimbursement up to $5,250 per year
• Free onsite fitness center and secure bicycle parking

About NAFSA: Association of International Educators

NAFSA believes that international education advances learning and scholarship, fosters understanding and respect among people of diverse backgrounds and perspectives, is essential for developing globally competent individuals, and builds leadership for the global community. We believe that international education lies at the core of an interconnected world characterized by peace, security, and well-being for all. NAFSA is a workplace that not only appreciates diversity but believes it is our strength, and we strive to create an inclusive culture for all our team members. NAFSA is proud to be an Equal Opportunity Employer. Learn more about NAFSA at www.nafsa.org.

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