The Experience Lab Helpdesk Senior Associate (Onsite, Nashville)

Main areas of focus: IT systems access controls, security, customer service, SaaS provisioning, staff issue triage, documentation, training, AV support, Network Administration.

Location: Nashville, TN and the surrounding areas

Eligibility: charity: water hires from all 50 U.S. states. At this time, we are only considering candidates who are eligible to work in the United States without the need of company sponsorship now or in the future.

JOB HIGHLIGHT

You'll support our amazing staff in the Lab and online, maintain our internal systems, Audio Visual equipment, and local network.

JOB SUMMARY

As Lab Helpdesk Manager, you’ll play an integral role on our IT Admin team to support our amazing staff and be jointly responsible for the provisioning of our many internal systems. You'll be the go-to for operations-level incidents and work closely with our on-site and remote staff. You’ll also be responsible for maintaining our service level agreements for end-user support relating to Helpdesk service both independently and in coordination with the VP of IT and other members of IT. You’ll ensure compliance with our cybersecurity practices, and conduct trainings and education opportunities to help raise awareness and aptitude of our user base. You’ll ensure uptime for our local network and AV systems within our Lab office.

YOU’LL BE RESPONSIBLE FOR…

●      Managing the support desk queue and being the first responder in coordination with the rest of the team

●      Supporting AV and networking issues for our onsite staff

●      Being a superuser and contributing to maintaining our internal systems

●      Assisting with and, in some cases, leading any new and upgraded applications and systems

●      Spearheading IT support where applicable

●      Managing equipment procurement via our vendor partnerships

●      Developing and leading staff training sessions, and creating learning plans for departments

●      Assisting in managing IT on-boarding and off-boarding processes

●      Contributing to the procedural documentation of our Helpdesk Knowledgebase, Reference Guides, and systems administration

●      Managing our internal equipment and inventory systems

●      Supporting technology aspects of special events in the Lab and externally

YOU MUST HAVE…

●      Bachelor’s degree or equivalent experience

●      3-4 years of IT experience

●      Knowledge of troubleshooting and repairing macOS, Windows 10, Android, iOS operating systems

●      Heavy exposure to macOS, as we are a Mac organization with only a few Windows machines

●      Experience maintaining Okta or other IdP/SSO services

●      GSuite Administration knowledge

●      SaaS management experience

●      Networking: LAN, WAP, WAN

●      Practical knowledge of AV systems and supporting them in office settings

●      Experience with hardware/software troubleshooting MDF equipment including Firewall, Wireless controller, routing, and switching

●      Interest in the charitable giving/nonprofit sector

YOU’LL BE SUCCESSFUL IF...

You have a great “desk side” manner and take point on systems issues

You find ways to keep the situation relaxed whether fixing a critical or non-essential problem. You put the user and their experience first in every situation.

You're a technologist

You seek out the latest and greatest technology and get excited about analyzing and advocating its usefulness to the mission. 

You’re a problem solver

You find a solution even if it’s your first encounter with a particular scenario. Leaving problems unsolved bothers you. 

You ask questions

You’re ready to admit when you don’t know and open for suggestions from your teammates. You self-motivate in finding and applying solutions and have the tools and experience to seek and find what you need. 

You have a first one in, last one out mentality

As part of the Operations team, we ensure the office is ready for open of business daily and are here to support the organization in every capacity at any time. No job is too small, and you’re not bothered by random distractions because you manage your time. 

You have security in mind

You’re comfortable with a role in the organization that puts you in a position of being the tip of the spear for daily cybersecurity enforcement, and you help reinforce industry best practices to help keep our data, user information, and infrastructure safe from threats and new exploits.

You can be proactive and reactive

You don’t just spend your time providing excellent responsive service, but you also work to proactively improve systems and processes over time in response to the types of requests received.

You are passionate about your role

You want to help us use technology to solve the world water crisis.

TEAM OVERVIEW

The IT Admin team provides innovative technology solutions to support our ever-growing organization and mission. Constantly aiming to ensure that our internal data systems are secure and well protected, they maintain the framework of intentionality and care that allows our entire team to work confidently and efficiently. 

ORGANIZATIONAL OVERVIEW

At charity: water, we believe that water changes everything. We work with local implementing partners to fund sustainable solutions that provide clean and safe drinking water to people around the world. Since 2006, with a diverse team of world-changers and an unstoppable community of supporters, we’ve brought clean water to more than 17.5 million people worldwide. With the makings of a mid-size tech startup, we’re reinventing charity through endless innovation, contagious passion, beautifully crafted stories, and a powerful brand that inspires a new kind of generosity.

At charity: water, we value every background, identity, and experience. We believe that a diverse team, informed by different cultures and perspectives, makes us stronger. We are committed to doing the work and challenging each other to be an organization in which everyone is respected and heard. We commit to providing genuine opportunities for all people to thrive. And we will continue to embed diversity, inclusion, belonging, and equality in everything we do.

BENEFITS & PERKS

Unlimited PTO

Summer Fridays

6-week paid sabbatical leave after 5 years of employment

Annual bonus potential through The Pool

401k plan + employer match

Medical covered at 80% + Dental/Vision contributions

FSA + dependent day care FSA

Employer-paid life insurance, STD, LTD

16-week paid maternity and paternity leave for new parents

Stipends for Home office, Professional Development, TSA Pre-check and a You-do-You Perk

2-4 annual travel requirements to spend quality in-person time with the team

Note, charity: water will never ask you for your credit card or financial information during the interview process. Should you receive a message requesting this information, please mark the email as spam and report here.