Systems Support Specialist

Girls on the Run International; Charlotte (NC); On-site; USD 45,000 - 60,000; Full time

Job summary

Girls on the Run International is seeking a Systems Support Specialist in Charlotte, NC. This role is crucial in providing IT support, training councils on technology systems, and maintaining the LMS and associated tools.

The ideal candidate will have a background in computer science, solid customer service experience, and a passion for problem-solving. Key responsibilities include managing user access, developing training materials, and providing technical support to staff and volunteers.

This position embodies the core values of GOTR and is a role model within the community.

Qualifications

• Graduation from a two-year technical college with a major in computer science or IT.
• One year of IT customer service experience.
• Experience with website content management systems.
• Excellent written and verbal communication skills.
• Ability to learn new software quickly.

Responsibilities

• Serve as LMS Administrator for GOTR Learning Academy.
• Provide technical assistance via phone and email.
• Develop and deliver training for new software features.
• Manage user access and training resources in LMS.
• Prepare workspaces for new user IT needs.

Skills

Computer Science Degree

IT Customer Service

Website CMS Experience

Communication Skills

Problem Solving

Microsoft Office

Technical Training Delivery

Education

Two-year technical college degree

Tools

Cornerstone on Demand

HTML Knowledge

Camtasia or Movavi

VOIP Systems

Job description

Reporting to the Director of Operations & Technology and consistent with the mission of Girls on the Run International, the Systems Support Specialist is responsible for training councils how to use technology systems, performing technical troubleshooting, and providing administrative support for the learning management system, RacePlanner, web sites, NetSuite, and the Intranet. This position is also responsible for new computer set up and determining the IT needs of HQ and subsidiary council employees.

PRINCIPLE RESPONSIBILITIES

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

TECHNICAL SUPPORT

• Serve as the LMS Administrator for GOTR Learning Academy and subject matter expert for RacePlanner
• Serve as primary contact for council web site CMS questions and NetSuite (non-accounting related) questions
• Manage Intranet content and provide support to HQ users
• Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via phone, email, and screen sharing sessions
• Collaborate with product development teams, participate in product testing, and provide feedback when necessary
• Create and maintain the LMS governance document as new features are released
• Contribute content to the tech support knowledge base
• Act as moderator for Connect Learning Communities (LMS) and Podio group (RacePlanner)

TRAINING

The following items relate to all software supported by the Systems Support Specialist

• Stay informed about newest product releases, make recommendations about which releases are beneficial to the organization
• Develop and deliver training for new product features
• Recommend timeline for implementation of new product features
• Schedule regular communications with councils featuring ways to use new and existing software tools
• Deliver software new user and refresher trainings
• Write/update training manuals and user guides
• Identify super users from the field and leverage them to test new features, train other users

LMS ADMINISTRATION

• Upload and test learning content and other curricular materials to the LMS
• Set up new learning events in the LMS and maintain training event listing
• Maintain learning course catalog and training resources housed within the LMS
• Manage user access to the system including the API between RacePlanner and Cornerstone, bulk user uploads/deactivations, and password resets
• Work with VP of Programming and Director of Professional Development to create curriculum tracks and assign training
• Work with VP of Quality & Evaluation to collect and analyze data to assess training completion rates and other pertinent training metrics for councils and GOTRI as needed
• Manage regular internal LMS reporting for GOTRI staff

ADMINISTRATIVE SUPPORT

• Identify business and technical needs of employees and make recommendations about software requirements
• Order computers, peripheral equipment, and software
• Coordinate set up of computers with IT Vendor
• Manage phone system for HQ including connecting the patch panels and programming extensions
• Prepare work spaces for new user IT needs

GENERAL RESPONSIBILITIES

• Serve as a Girls on the Run role model, exhibiting GOTR core values and working to help achieve the GOTR mission
• Develop positive relationships with council directors, volunteers, board members, community members and staff.
• Any other duties deemed necessary by the Director of Operations & Technology

Qualifications

REQUIRED SKILLS:

• Graduation from a two-year technical college with a major in computer science, information technology or related area and one year in the information technology field related to the position’s role
• One year of IT customer service experience for a variety of computer systems
• Experience updating and supporting websites using website content management systems
• Excellent written and verbal communication skills required
• Ability to learn new software quickly
• Ability to work with users of all skill levels
• Enjoys problem solving
• Experience using Microsoft Office products
• Ability to develop and deliver technical training in a virtual environment

PREFERRED SKILLS:

• Familiarity with Cornerstone on Demand or another Learning Management System
• Knowledge of HTML code
• Experience with Camtasia or Movavi video software
• Experience with VOIP and analog phone systems

Additional Information

Hours of support are Monday through Friday from 8:30 am to 5:30 pm with the ability to work longer hours during peak demand times. This position is located in the GOTRI office in Charlotte, NC.