The Information Technology Technician II maintains information technology systems for TNC offices. Researches and resolves complex problems that TIER I is unable to resolve.
The Information Technology Technician II maintains information technology systems (including PC and LAN/WAN equipment) for Nature Conservancy offices. They provide IT operations functions to offices for the organization’s standard hardware, software and voice/data network solutions. Responsible for the purchase, installation, and life-cycle maintenance of PCs, servers and network connectivity equipment. As appropriate, they provide escalated on-site support of hardware, software and network connectivity issues. Acts as the primary point of communication between IT and primary operating business units and external vendors. Performs local administration and operations functions as appropriate in accordance with TNC and IT standards, policies and procedures.
RESPONSIBILITIES AND SCOPE
- In cooperation with IT, local operations staff and key users, provides strategic, budgeting, and disaster recovery/business continuity planning to offices and staff in multiple operating, business and functional units.
- Responsible for local inventory maintenance and software license management. Monitors security compliance in accordance with TNC and IT standards, policies and procedures. Responsible for maintenance of systems documentation such as IT operations manuals. Serves as the technical and communications liaison to and from stakeholders and office key users for IT communications, initiatives, needs assessments, etc.
- Responsible for procurement process, installation and life-cycle maintenance of IT hardware and software (i.e. PCs, peripherals, servers, networking equipment, operating systems/other software, voice and data communications systems) for primary Operating Units.
- Provides new TNC staff with PC/account setup and orientation.
- Provides escalated technical support that requires an on-site presence (server, NAS, network or PC equipment failure), including data backup recovery. Performs complex software/hardware troubleshooting, patches and re-installations in cooperation with the Enterprise Helpdesk and in accordance with established SLAs.
- Provides consulting/training/education services such as data management and staff training/orientation for standard TNC systems.
- Serve as the point of contact and accountable for the IT portion of new office setups, office expansions, etc. This includes relocation and/or installation of voice/data communications solutions, LAN and PC equipment.
- Responsible for local IT vendor, contract and outsourcing management.
- Perform appropriate duties associated with division and IT project-based activities.
- Provide backup for other IT Technicians in the service area.
- Participate in the identification, development and communication of new technology standards and best practices.
- Responsible for monitoring data backups in offices to ensure that they are completed on a regular basis.
- Experience with MS Office software, Windows and Macintosh environment.
- Experience manipulating, analyzing and interpreting data.
DESIRED QUALIFICATIONS
- 2 years of work experience troubleshooting computer and network systems.
- Demonstrated work experience providing customer service.
- Experience managing phone systems.
- Experience with basic networking and troubleshooting.
- Familiarity with ticketing systems and problem tracking.
- Multi-lingual skills and multi-cultural or cross-cultural experience appreciated.
- Experience with TNC standard software applications.
- Training ability and/or experience is a plus.
- Database management skills with the ability to produce reports.
- Experience managing projects and budgets.
The Nature Conservancy offers competitive compensation, 401k or savings-plan matching for eligible employees, excellent benefits, flexible work policies and a collaborative work environment. We also provide professional development opportunities and promote from within. As a result, you will find a culture that supports and inspires conservation achievement and personal development, both within the workplace and beyond.