Technology Associate

Position Title: Technology Specialist
Reports to: Executive Director, Operations & Technology

Department: Operations & Technology
Salary Range: $50,000 - $54,000

Position Description:
The Technology Specialist is responsible for assisting the Technology team, including the Salesforce Administrator and IT Coordinator, in maintaining, upgrading, and managing various applications including access control, security, documentation, project management, and training end-users. They ensure the smooth operation of the IT systems to support organizational needs and goals. This role includes hands-on management to optimize core applications to support all business units.

This role requires expertise various systems along with unique workflows across all departments within The Washington Cetner.

The Washington Center is a remote/hybrid organization with many employees working on average one day per week in TWC’s Residential and Academic Facility, conveniently located near Union Station and public transportation in the NoMa neighborhood of Washington, DC. Given our organizational mission focus on skills, workforce development and collaboration, there are times where cross-collaboration among teams and departments will require more than one day per week in the office. Further, some programs at TWC do require program staff to work nights and/or weekends. The individual in this role is expected to reside in the greater Washington, DC metropolitan area.

Essential Functions:

Systems Support (75%)

• Assist Salesforce Administrator with application lifecycles (editing Salesforce records and forms, creating and editing DAPS, testing)
• Provide technical support to applicants/students via email, troubleshooting errors in relation to student facing technology, e.g., the student portal, applications, Canvas, and Symplicity.
• Assist with Canvas administrative functions, e.g., user imports, course enrollments, course management
• Assist in supporting staff with common SaaS issues and needs, e.g., reporting and dashboard creation, field access, password resets, email template creation, survey creation
• Assist in Salesforce setup for new users (assignment of permission sets, public groups, and connected app access)
• Assist IT staff with special projects (could be Salesforce, SharePoint-related, collaborations with PFP, etc.)

Technical Training (15%)

• Collaborate with other IT staff and team members to coordinate and lead training sessions on various SAAS applications including Salesforce, Asana, etc.
• User Training Programs: Develop and conduct training sessions for end-users on new software, hardware, and IT systems.
• Skill Development Workshops: Organize workshops to enhance employees' technical skills and knowledge.
• Training Materials: Create comprehensive training manuals, guides, and online tutorials.
• Knowledge Sharing: Foster a culture of continuous learning by sharing best practices and new technologies with team members.
• Performance Assessment: Evaluate the effectiveness of training programs and make necessary adjustments.
• Onboarding: Provide IT orientation and training for new employees to ensure they are equipped to use company systems efficiently.
• Helpdesk Support: Assist users with technical issues and provide one-on-one training sessions as needed.

Documentation (10%)

• System Configurations: Maintain detailed records of all system configurations, network setups, and hardware settings.
• Update Logs: Keep logs of all system updates, patches, and maintenance activities.
• Incident Reports Document all system incidents, issues, and resolutions to build a knowledge base for future reference.
• Procedures and Protocols: Develop and update IT procedures and protocols to ensure consistency in operations.
• Inventory Management: Record and track all IT assets, including hardware and software inventory.
• User Manuals: Create and maintain user manuals and training materials for end-users.

Required Education and Experience:

• Bachelor’s degree in Information Systems, Management, or related technical field.
• 1 years of experience in Desktop Support, Systems Administration, or Support.
• 1 year of customer service experience
• Familiarity with Salesforce and Canvas administration

Preferred Qualifications:

• Associate’s degree and current, verifiable technical certifications such as MCP, CompTIA A , Network , or Security , Scrum Master, PMP, CSP, Salesforce Certified Administrator, Platform App Builder, or related certs.

Knowledge, Skills, and Abilities:

• Experience advising diverse populations, including socioeconomically and neurodiverse participants.
• Knowledge of Microsoft O365, Sharepoint, Slack, Zoom, and Asana.
• Strong customer service and ability to take on urgent requests

The Washington Center’s Values guide our mission work in every regard–internally and externally.

· Equity & Inclusion

· Learning

· Connection & Collaboration

· Integrity

· Impact

Physical Abilities are commonly associated with the performance of the functions of this job. Reasonable accommodation can be provided to enable individuals with disabilities to perform the essential functions described in this job. These physical demands are representative of the physical requirements necessary for an employee to successfully perform the job's essential functions.

The Washington Center (TWC) is an Equal Opportunity Employer. TWC provides equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the organization where appropriate.