Job Description

Job Location 240 Bethesda Associates - Colorado Springs, CO 80921 Position Type Full Time Education Level 4 Year Degree Salary Range $29.00 - $32.25 Hourly

We’re a nonprofit organization with a mission that matters, and we’re looking for a full-time IT Support Analyst to join our team in our North Colorado Springs office. In this on-site role, you’ll be the go-to resource for advanced technical support. Working through our ticketing system to resolve network, hardware, software, and application issues, helping keep our team connected and productive. Ideal for experienced IT professionals who thrive in a collaborative, mission-driven environment.

Benefits Include:

• Medical Insurance - HDHP or PPO (Full-time employees only)
• Vision/Dental/Life Insurance (Full-time employees only)
• Health Savings Account with Company Match (Full-time employees only)
• Flexible Spending Account
• Company matching 403(b) Plan
• Paid Vacation
• Personal, Sick and Holidays
• Paid Volunteer Program
• Total Care EAP (Employee Assistance Program)

These benefits may be reduced depending on FT, PT, PRN or temporary job status. To receive certain benefits, eligible employees may be required to meet participation requirements and pay required premiums and other contributions.

Bethesda reserves the right to pay a wage/salary that is lower or higher than the above posted compensation range.

Essential Duties/Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Investigates and resolves user issues related to hardware, software, networking, and purchases, responding to questions in person and by phone across all company-supported applications.
• Images new computers with Windows OS, Approved Business Applications, Cloud Services, and various other software.
• Closes all service requests efficiently and with integrity, ensuring each resolution is thoroughly documented.
• Troubleshoots network, business applications, and PC-related issues by identifying the source of problems—whether hardware, software, or user access, performing diagnostics and basic component replacements (e.g., drives, Wi-Fi cards).
• Serves as liaison between staff and the technology department to resolve issues.
• Provides technical solutions directly to staff by working one-on-one with staff on application projects to help them achieve their goals.
• Serves as Tier II escalation for unresolved Tier I support issues.
• Provides recommendations on company application and hardware purchases.
• Anticipates needs prior to their occurrence; including but not limited to hardware and/or software failure.
• Manages vendor relationships and projects.
• Provides continuous process improvement; analyzes current technology usage, systems, and procedures of the organization, taking note of the cost, time, and effort with a view of providing solutions for discovered inefficiencies and problems.
• Upholds the strictest confidence of any form of communication; including, but not limited to electronic, verbal, or printed memos, sticky notes, etc., to which you may be exposed (purposefully or accidentally) during the course of your job duties.

• Performs hardware and software installations.

• In coordination with other team members, provides on-the-job training to new or existing department staff members.
• Provides on-call services in conjunction with other team members to provide 24 hour support to the organization.
• Other duties or projects assigned by supervisor.

Managerial Breadth/Scope of Job

This position has no direct supervisory responsibilities but supports team members at all levels across the organization with IT needs.

Qualifications

Knowledge/Skills/Abilities

• Continually promotes professionalism and teamwork.
• Advanced knowledge of all business applications used at Bethesda; ability to learn and support new applications.
• Must be skilled at using peripheral devices, networking equipment, test tools, printers/copiers, and telephony equipment.
• Excellent customer service, communication, and presentation skills (verbal and written); able to think on your feet when needed; able to merge the technical and interpersonal aspects of the job fluidly.
• Professionally serve people in need who have tight, often urgent deadlines and time constraints.
• Must possess strong organizational skills and be committed to due diligence, accuracy, and attention to details.
• Ability to perform in the midst of constantly changing priorities and demands.
• Ability to determine, develop and document system requirements and designs along with procedures.
• Requires outstanding ingenuity and judgment to creatively solve complex problems.
• Must maintain a current driver’s license and comply with all requirements of Bethesda’s Auto Policy.

Education/Experience

Education: Bachelor’s degree in business administration, Management Information Systems or equivalent desired.

Experience Minimum of 5 to 7 years in computer field desired.

Working Environment/Physical Requirements

This position is in a typical office environment with stressful situations in resolving “down” conditions or meeting tight deadlines for installations. Physical ability to move networked servers and rewire and position other network equipment. Able to lift greater than 50lbs. Sitting and keyboarding for long periods of time throughout the day. Requires up to 20% overnight domestic travel to communities for installation, maintenance, and project support.

Applications accepted on an ongoing basis until position is filled.