IT Systems Support Specialist at United Way for Greater Austin – Austin, Texas

Who we are:

United Way for Greater Austin brings our community together to break economic barriers and build opportunity for all. We break the cycle of economic hardships for families and individuals, striving to create a vibrant, thriving community. Recognizing the urgency of addressing economic challenges, we focus on increasing the availability of high-quality early care and education and access to pivotal resources to address financial barriers in Central Texas. Our united front includes dedicated donors, volunteers, corporate and civic partners, staff, and a connected network of neighbors. Together, we leverage data, community alliances, services, and public engagement to transform Central Texas, responding to urgent needs with lasting, impactful solutions.

Who we want:

The IT Systems Support Specialist will be responsible for monitoring and maintaining IT systems, providing technical support to end-users, and assisting with the deployment and configuration of hardware and software. In this role, you will be responsible for managing third-party applications and ensuring compliance with security policies and procedures. The ideal candidate will have strong troubleshooting skills, attention to detail, and experience with CRM platforms.

Who you are:

• Cultivates innovation: You come with helpful, new, better, or unique ideas and encourage diverse thinking to promote and nurture innovation. You introduce new ways of looking at problems and implementing creative solutions.
• Drives results: You have a strong bottom-line orientation. You persist in accomplishing objectives despite obstacles and setbacks and have a track record of exceeding goals successfully. You push yourself and help others achieve results.
• Collaborates: You work cooperatively with all departments across the organization to achieve shared objectives and represent their interests while being fair to others and their area. You partner with others to get work done and credit others for their contributions and accomplishments — you garner the trust and support of others.
• Being resilient: You are confident under pressure and maintain a positive attitude despite adversity. You manage crisis effectively, bounce back from setbacks, and grow from your hardships and negative experiences.
• Action-oriented: You actively identify issues and proactively work to improve the status quo.
• Situational adaptability: You perform at a high level with multiple teams across the organization. You remain professional and mission-focused in urgent situations and always emphasize high-level customer service.
• Decision quality: You make decisions that reflect the mission and values of the United Way brand. You maintain sound judgment in the absence of leadership.
• Plans and aligns: You set objectives to align with broader organizational goals and break objectives down into appropriate initiatives and actions. You stage activities with relevant milestones and schedules and anticipate and adjust effective contingency plans.

What you’ll do:

System Monitoring & Maintenance

• Monitor servers, networks, applications, and system performance.
• Perform routine maintenance tasks.
• Assist in troubleshooting hardware, application, and software issues.

User Support

• Respond to help desk tickets related to system access and configuration.
• Provide basic technical support for end-users.
• Collaborate with internal and external stakeholders for new and existing initiatives.
• Provide general IT helpdesk support functions both onsite and offsite.

Configuration & Deployment

• Assist in installing and configuring operating systems and applications.
• Support deployment of new hardware and software under supervision.

Backup & Recovery

• Execute scheduled backups and verify data integrity.
• Assist in restoring systems and data when needed.

Security & Compliance

• Apply security patches and updates as directed.
• Help enforce IT policies and procedures (password policies, access controls).
• Conduct scheduled security assessment yearly.

Documentation

• Maintain accurate records of system configurations and changes.
• Document troubleshooting steps and resolutions for internal knowledgebase.
• Maintain control database and recommend improvements to SOP.

Application Support

• Manage and administrator 3rd party applications and vendors across the organization.
• Microsoft 365 and Azure administration and support.
• Salesforce and donor database administration.
• Perform routine maintenance, modification, reports, and integration with all United Way applications.

What you’ll bring:

• Bachelor’s degree in a related field or the equivalent of education and experience
• 2-5 years of experience in IT support or systems administration
• Confidence and success in project and process management
• Ability to connect strategic vision with tactical execution.
• A highly motivated, self-starting, and results-driven approach.
• Skilled in utilizing data to drive decisions and actions.
• Strong commitment to collaboration and teamwork; ability to work well with staff across all departments
• Exceptional organizational and planning skills and keen attention to detail.
• Ability to manage multiple, simultaneous projects in a fast-paced work environment with an ability to prioritize time-sensitive assignments
• Minimum of two years of hands-on experience working directly with Salesforce, including a proven track record in Salesforce development and administration. Strong proficiency in configuring, customizing, and optimizing Salesforce to meet business needs, with a demonstrated ability to implement complex solutions and drive system enhancements.
• Commitment to diversity, equity, and inclusion and a passion for social justice
• High level of confidentiality and organizational skills.
• Must be able to lift and position items weighing up to 35 lbs.

What you’ll receive:

• Dynamic and rewarding work environment
• Competitive Compensation
• Hybrid Work Option
• Employer 403(b) Matching
• Employer-Sponsored Health Insurance (for employees)
• Dental Insurance
• Vision Insurance
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Generous Paid Time Off (PTO)
• Paid Parental Leave
• FMLA
• Employee Assistance Program (EAP)

This position is located in Austin, Texas, and reports directly to the Director of Systems and Technology.

Notice: The job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Management has the right to assign or reassign duties and responsibilities at any time. United Way for Greater Austin is an “at-will” employer.