Systems Support Specialist

Systems Support Specialist

About NASPA

NASPA is the leading association for the advancement, health, and sustainability of the student affairs profession. We serve the diverse needs of our community, from vice presidents of student affairs to undergraduate student leaders considering a career in the field. Founded in 1919, NASPA includes more than 15,000 members in all 50 states, 29 countries, and 8 U.S. Territories. Guided by the principles of integrity, innovation, inclusion, and inquiry, we are dedicated to empowering our members to realize their full potential and to cultivating student success in collaboration with our institutional members, who represent every sector of higher education. NASPA centers justice, equity, diversity, and inclusion in our work; read more about our commitment here.

This role is part of the Business Systems Strategy team within the larger Operations team at NASPA. Our team is responsible for defining the technical direction and shaping the technology strategy for the organization, with a specific focus on software solutions. We also oversee the end-to-end execution of the technology roadmap.

Our team’s mission is to empower our staff with the technology tools they need to succeed while ensuring a seamless experience for our members in their engagement with NASPA. In this role, you will oversee technical projects that are vital to NASPA’s success, directly contributing to the achievement of our organizational goals.

About the Position

We are seeking a detail-oriented and technically savvy Systems Support Specialist to join our dynamic Business Systems team. In this role, you will be responsible for the hands-on administration of various platforms, including user management, data configuration, integration support, and troubleshooting. The ideal candidate possesses strong problem-solving skills, a keen eye for accuracy, and a genuine interest in optimizing and managing software platforms. You will collaborate with stakeholders across the organization to understand system and data needs, ensuring smooth execution and alignment with business goals. Additionally, you’ll be a point of contact for our employees who experience any software- and hardware- related issues, troubleshooting as appropriate and managing escalations where needed. We’ll train you on all of the systems we use internally but expect that you’ll come into the position with a strong technical aptitude and demonstrated ability to complete the essential responsibilities of the position.

Essential Responsibilities

• Serve as the point of contact for internal technical inquiries or issues related to hardware and software. Investigate or troubleshoot issues and escalate through appropriate channels when necessary.
• Engage in continuous improvement efforts to track and manage recurring issues. Collaborate with stakeholders to address and reduce incidence rate through root cause remediation, documentation, and training.
• Collaborate with stakeholders from across the organization to plan, gather requirements, and execute technical support tasks for various business activities.
• Configure websites, mobile applications, reports, form builders, CRMs, and custom web-based applications using existing no- and low-code solutions and pre-built templates.
• Create, track, and manage users in various systems to ensure appropriate systems access for NASPA employees.
• Create and maintain data in various systems to support business processes, using both manual entry and bulk import, ensuring impeccable data quality.
• Track and manage inventory of laptops and other hardware assigned to staff, including device assignments, provisioning dates, and status, while coordinating with our external IT contractor for support, repairs, and provisioning.
• Provide virtual on-call support during NASPA initiatives, which may occasionally include weekends and evenings.
• Assist with all-team projects and participate actively in staff meetings and projects.
• Other activities, duties, and responsibilities as assigned to support the Association.

Reports To

Senior Director of Business Systems Strategy

Qualifications

• Associate’s degree or Bachelor’s degree in Information Technology, Computer Science, or a related field, preferred. An equivalent combination of education and professional experience will also be considered.
• 2-5 years of experience in a similar role, though entry-level candidates that meet the rest of the requirements are welcome to apply.
• Strong technical aptitude and interest in learning new software tools required; experience with spreadsheet applications, Workato, Qualtrics, Salesforce, or similar, preferred.
• Excellent attention to detail and demonstrated ability to perform meticulous data configuration work, ideally including bulk data updates.
• Desire and demonstrated ability to streamline processes and identify areas for improvement; experience identifying and implementing process improvements preferred.
• Basic knowledge of systems integrations, data structures, and/or user administration preferred.
• Strong communication skills and the demonstrated ability to respond effectively to user inquiries.
• Highly organized with a demonstrated ability to create and manage documentation related to work.
• Demonstrated ability to work independently and as part of a collaborative team.
• Demonstrated ability to take initiative, use sound judgment, resolve problems diplomatically and discreetly, and work effectively, independently, and cooperatively with all levels of staff and constituents to achieve Association goals and objectives.
• Experience working directly with people from diverse racial, ethnic, and socioeconomic backgrounds.
• Flexible, with the demonstrated ability to multi-task and frequently adjust to changing priorities and timelines in a fast-paced working environment.

Employment Status:

Full-time Exempt: Exempt employees by definition are exempt from overtime compensation requirements of the federal Fair Labor Standards Act, and are required to work as the job demands on a no time limit basis.

Salary Range

The salary range for this position is $62,000-$67,000.

NASPA offers nationwide comprehensive medical, dental, and vision insurance, a 401(k) retirement plan with automatic employer contribution, flexible work schedule, and paid time-off including accrued PTO, family leave, community service leave, and holidays.

Office Location/Working Conditions/Physical Requirements

Office Location

This position may be based anywhere in the contiguous 48 states.

It is the employee’s responsibility to provide reliable internet capabilities for any work location outside of the Washington, D.C. office.

Please note, the NASPA Washington, D.C. Office is in mostly-open status at this time. The status of the office is subject to change at any time.

Travel

Occasional overnight travel to represent NASPA at events, and in-person meetings is an essential function of this position. Locations vary and can include sites outside of taxi service from major airports. As a result, the position is required to have the ability to travel independently, including air travel, navigating ground transportation, and occasionally driving a rental car.

Additional COVID-19 Information

Vaccination is not a requirement for employment. However, all employees are strongly encouraged to follow the CDC guidance on vaccination, including becoming fully-vaccinated and staying up-to-date as eligible. All employees may flex their schedules for time taken to receive and recover from COVID-19 vaccinations.

In certain circumstances, NASPA may require testing for all staff regardless of vaccination status.

Masks must be worn per local, state, tribal, and federal guidance, including the CDC, with the most stringent level of guidance followed. Regardless of guidance, all employees must have masks available should masking be requested by other employees, members, or external constituents. In certain settings, NASPA may require or strongly recommend that employees wear masks.

Commitment to Non-Discrimination Statement

NASPA provides equal employment opportunity for all applicants and employees. NASPA does not discriminate on the basis of race; color, national origin; religion; sex; age; gender identity or expression, affectional or sexual orientation, veteran status, disability, marital status; personal appearance; family responsibilities; genetic information; educational status; political affiliation; unemployment status; place of residence or business; source of income; caste; matriculation; credit information; status as a survivor or family member of a survivor of domestic violence, a sexual offense, or stalking; reproductive health decision making; or any other basis protected by law in any of its policies, employment practices, or in any context in the workplace. When necessary, NASPA also makes reasonable accommodations for employees with disabilities.

To Apply

Interested candidates should submit the following for consideration:

• Letter of Interest/Cover Letter
• Resume
• Three References

A complete set of materials should be submitted through this Asana form. Materials received by Wednesday, November 13,2024 will receive priority consideration, but review will continue until the position is filled.