IT Support Analyst

Art and Wellness Enterprises (AWE) is a professional services organization supporting non-profits founded by Alice Walton, including the Alice L. Walton Foundation, Alice L. Walton School of Medicine, Art Bridges Foundation, Crystal Bridges Museum of American Art, the Momentary, and Heartland Whole Health Institute.

Job Description:

Position Title: IT Support Analyst

Position Type: Full-Time

FLSA Classification: Exempt

Department: IT

Reports to: IT Support Manager

Location: Bentonville, AR (On-site)

The IT Support Analyst will join the AWE Information Technology Team to serve as the first contact, on-the-ground technician responsible for providing knowledge and support for our users to ensure the facilitation of smooth business operations. Support will be provided both in-person and virtually, with the primary response being face-to-face, across each of the Alice L. Walton nonprofit organizations.

About the Position:

AWE is looking for a well-rounded support technician who can not only remedy presented tech issues, but also proactively anticipate issues and opportunities and recommend value-added solutions.

Key Roles & Responsibilities

• Troubleshooting and resolving complex IT issues, escalating them to senior management or external vendors when necessary.
• Staying updated on the latest IT trends, technologies, and innovations, and recommending improvements or upgrades to the IT support model.
• Providing end user support to remedy computer, audio/visual, basic network, printing, and other technology related issues in a timely and professional manner.
• Working collaboratively with stakeholders to schedule and manage daily workload and special projects.
• Prioritizing, coordinating, and responding to tech support requests.
• Assisting and informing the purchasing process, configuring, and installing new devices, and assisting with inventory management.
• Communicating the status of technology requests to users via ticketing system, phone, email, and other channels on an ongoing basis.
• Planning and conducting staff development and training related to the use of hardware and productivity software.
• Providing an exemplary and professional interface between AWE IT and all users by sending and receiving email, phone, and in-person communications to ensure that information flow is accurate, timely, and professional.
• Provide technology orientation to new staff
• Other duties as assigned
  
  

Qualifications required for your success:

The successful candidate will be a big-picture technology support professional with a successful track record in finding solutions to service gaps and developing strong, reciprocal, valued relationships with technology users.

• Minimum of one year experience supporting Microsoft 365.
• Intermediate to advanced proficiency supporting Windows OS and Mac OS client computing environments. A Certification preferred.
• Familiarity with other technologies such as SMART Boards, LCD Projectors, Web 2.0 tools preferred.
• Ability to troubleshoot basic networking issues.
• Self-­starter with exemplary customer service skills to complement proven multi­tasking abilities. Ability to provide effective support to all levels of the organization with complete discretion.
• Ability to multi­task and work independently in a fast-­paced, growing, changing technical environment.
• Ability to work fantastically well with technical and non­technical users.
• A trusted colleague who exhibits humility, integrity, and exercises sound judgement.
• Relentless in the pursuit of excellence and continuous improvement, with demonstrated experience in developing team members and enhancing adherence to and use of processes, systems, and platforms to increase operational efficiency. Ideal candidates will know how to empower others to make a difference.
• A passion to serve in a way that demonstrates respect and care for staff, exceeds expectations and has fun along the way.
• Recent experience in whole organization system modernization and/or replacement effort.
  
  

Personal attributes that support your success

• You are a team player and express servant-leadership when collaborating with others.
• You are results oriented and exercise sound judgment in your work.
• A lifelong learner, who is inquisitive and solves problems with bold thinking and innovation.
• A visionary who plans for the future with imagination and wisdom.
• Committed to building and modeling equitable systems, beginning with diversity, access, and inclusion.
• Cultivate strong relationships through building trust and acting with integrity with colleagues and leaders.
• Comfortable in a fast-pace, innovative environment where change is constant.
• Goal-setting individual with measured focus on operational excellence and results.
• Empowers colleagues through servant-leadership, while keeping bias for action in mind.
  
  

Physical demands and work environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: Position requires utilizing a computer and telephone for prolonged periods of time, good eye/hand coordination, verbal, and written conversation with others, and lifting/carrying up to 50 lbs. Vision abilities required by the job include close vision.

Work environment: Work will be performed in an office environment full-time (Monday-Friday, 8AM-5PM.) The noise level in the work environment is usually low to moderate. Flexibility in working hours, including weekends and evenings, may be necessary to support operational needs.