Technology Associate

Salary Range: $50,000 to $54,000, Annually

The Technology Specialist is responsible for assisting the Technology team, including the Salesforce Administrator and IT Coordinator, in maintaining, upgrading, and managing various applications including access control, security, documentation, project management, and training end-users. They ensure the smooth operation of the IT systems to support organizational needs and goals. This role includes hands-on management to optimize core applications to support all business units.

This role requires expertise of various systems along with unique workflows across all departments within The Washington Center. 

The Washington Center is a remote/hybrid organization with many employees working on average one day per week in TWC’s Residential and Academic Facility, conveniently located near Union Station and public transportation in the NoMa neighborhood of Washington, DC. Given our organizational mission focus on skills, workforce development and collaboration, there are times where cross-collaboration among teams and departments will require more than one day per week in the office. Further, some programs at TWC do require program staff to work nights and/or weekends. The individual in this role is expected to reside in the greater Washington, DC metropolitan area. 

Essential Functions

Systems Support

• Assist Salesforce Administrator with application lifecycles (e.g., editing Salesforce records and forms, creating and editing DAPS, testing, etc.).
• Provide technical support to applicants/students via email, troubleshooting errors in relation to student facing technology (e.g., the student portal, applications, Canvas, Symplicity, etc.).
• Assist with Canvas administrative functions (e.g., user imports, course enrollments, course management, etc.).
• Assist in supporting staff with common SaaS issues and needs (e.g., reporting and dashboard creation, field access, password resets, email template creation, survey creation, etc.).
• Assist in Salesforce setup for new users (e.g., assignment of permission sets, public groups, connected app access, etc.).
• Assist IT staff with special projects (e.g., Salesforce, SharePoint, collaborations with PFP, etc.).

Technical Training

• Collaborate with other IT staff and team members to coordinate and lead training sessions on various SAAS applications (e.g., Salesforce, Asana, etc.).
• User Training Programs: Develop and conduct training sessions for end-users on new software, hardware and IT systems.
• Skill Development Workshops: Organize workshops to enhance employees' technical skills and knowledge.
• Training Materials: Create comprehensive training manuals, guides and online tutorials.
• Knowledge Sharing: Foster a culture of continuous learning by sharing best practices and new technologies with team members.
• Performance Assessment: Evaluate the effectiveness of training programs and make necessary adjustments.
• Onboarding: Provide IT orientation and training for new employees to ensure they are equipped to use company systems efficiently.
• Helpdesk Support: Assist users with technical issues and provide one-on-one training sessions as needed.

Documentation

• System Configurations: Maintain detailed records of all system configurations, network setups and hardware settings.
• Update Logs: Keep logs of all system updates, patches and maintenance activities.
• Incident Reports: Document all system incidents, issues, and resolutions to build a knowledge base for future reference.
• Procedures and Protocols: Develop and update IT procedures and protocols to ensure consistency in operations.
• Inventory Management: Record and track all IT assets, including hardware and software inventory.
• User Manuals: Create and maintain user manuals and training materials for end-users.

Required Education and Experience

An equivalent combination of education, training, and experience will be considered.

• Bachelor’s degree in Information Systems, Management, or related technical field.
• 1+ years of experience in Desktop Support, Systems Administration or Support.
• 1+ year of customer service experience.
• Familiarity with Salesforce and Canvas administration.

Preferred Education/Qualifications and Experience

• Associate’s degree
• Current, verifiable technical certifications such as:
  • MCP,
  • CompTIA A+
  • Network+
  • Security+
  • Scrum Master
  • PMP
  • CSP
  • Salesforce Certified Administrator
  • Platform App Builder
  • Other related certifications

Knowledge, Skills and Abilities

• Experience advising diverse populations, including socioeconomically and neurodiverse participants.
• Knowledge of Microsoft O365, Sharepoint, Slack, Zoom and Asana. 
• Strong customer service and ability to take on urgent requests.

Equipment Used to Perform the Job 

May be representative but not all inclusive of those commonly associated with this position:

• Cloud-based technologies
• Standard office equipment including a computer
• Job-related software 

Physical Abilities 

Commonly associated with the performance of the functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform described essential functions of this job. These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of this job: 

• Specific vision abilities required for this job include close vision to work on a computer.
• While performing the duties of this job, the employee is regularly required to sit, use repetitive wrist, hand, and/or finger movement, reach with hands and arms and talk or hear.
• The employee may be required to stand and walk.  

Application Instructions

To apply to this position, please do so via our online application form.

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This job description no way states or implies that these are the only duties performed by the employee occupying this position. Employees may be required to follow other job-related instructions and to perform other job-related duties as requested, subject to all applicable state and federal laws.

Certain job functions described herein may be subjected to possible modification in accordance with applicable state and federal laws.