ITSS Support Specialist

American Conservation Experience (ACE) is a dynamic non-profit organization dedicated to providing rewarding service opportunities to over 1,500 members (youth and young adults) each year, and does so with a skilled staff of approximately 150 employees across the U.S. ACE has a national reputation for providing professional development opportunities on a variety of conservation projects for the U.S. Forest Service, Bureau of Land Management, National Park Service, U.S. Fish and Wildlife Service, and numerous state and local land management partners, either with crew based work or with individually placed interns.

Job Title: ITSS Support Specialist

Location: ACE office location or remote eligible.

Department/Division: Organizational Operations - Integrated Technology Support & Services (ITSS)

Status: Regular Full-Time, Salaried (Exempt)*

*Depending on location, this position may be non-exempt/hourly in compliance with specific state regulations.

Reports To: Sr. Director of ITSS

Schedule/Hours: Full-time, 40 hours/weeks with additional hours as needed. Typical work hours of 8:30am-5:00pm (Monday - Friday) local time with some adjustment expected to accommodate specific projects and program needs. Some evening and weekend hours may be occasionally required.

Start Date: February 2024/Open until filled

Position Summary:

The ITSS Support Specialist is an integral part of the Integrated Technology Support & Services (ITSS) team. Working closely with all members of the ACE ITSS team, the ISS supports staff technology needs by answering tech and system support requests, testing new web applications and processes, documenting processes, and ensuring data integrity. The ISS will also answer ACE participant support requests as needed.

Essential Functions and Responsibilities:

• Monitor, review and respond to staff tech tickets through Freshservice & Slack.
• Monitor, review and respond to ACE participant tech tickets through Freshdesk.
• Perform User Interface (UI) testing of ACE systems, software, and web apps.
• Document finished processes and workflows of UI processes.
• Assist ITSS staff with technology and development projects.
• Review organizational data for accuracy and integrity.
• Train and educate users on ACE Apps & other organizational systems.
• Assist ITSS & Program staff in data cleanup projects.
• Other duties as assigned.

Required Experience and Qualifications:

• Associates degree, Bachelors preferred (Current students accepted).
• 1-2 yrs of experience working in IT support preferred.
• Familiar with both Apple and PC hardware.
• Knowledge of Google suite of products preferred.
• Knowledge of non-profit business practices preferred.
• Strong computer skills with familiarity with web based apps and Microsoft office.
• Must be able to take initiative, work independently, and participate in collaborative efforts.
• Ability to be flexible, self-directed, motivated and able to interact with employees at all levels.
• Ability to work in and support others in a remote administrative and team environment.
• Keen analytic, organization, project management, and problem solving skills.
• Ability to work across departments and collaborate effectively towards a common goal.
• Strong interpersonal and communication skills; experience in effectively communicating key data.
• The ability to handle multiple projects/tasks, prioritize work and meet deadlines.
• Ability to work well with others and to seek assistance when needed to carry out assignments.
• Ability to effectively work with a diverse range of people.
• Willingness and ability to communicate and coordinate internally within ACE and all staff levels.
• Ability to receive and provide constructive feedback.
• Ability to prepare and maintain records and reports.
• Ability to understand and carry out oral and written instructions.
• A deep and continuing interest in the welfare and professional development of ACE participants.
• Ability to perform the essential duties of the position with or without reasonable accommodations.

Other Requirements:

• Must be authorized to work in the U.S.
• Proficient in English.
• Ability to pass a federal criminal background check.
• Willing to abide by ACE Policy and Federal Drug Free workplace policies and laws. ACE reserves the right to drug test at any time.

Physical Demands, Work Environmental and Working Conditions:

• Physical Demands: Requires frequent sitting, standing, walking, using hands to handle or feel, reaching with hands and arms, talks and hears. Manual dexterity required for use of computer keyboard/mouse and other office equipment. Occasionally required to stoop, kneel, climb stairs, and/or crouch (all physical demands are required with or without reasonable accommodations).
• Vision Requirements: Requires close, distance, peripheral and depth perception vision as well as the ability to focus.
• Weight Lifted or Force Exerted: Frequently moves up to 10 lbs., occasionally moves up to 25 pounds.
• Environmental: Mainly indoor, office environment conditions; indoor air quality is good and temperature is controlled.
• Noise Environment: Moderate noise such as in a business office with equipment and light traffic.
• Travel: This position may require minimal domestic travel for team retreats annually.

Compensation: Annualized starting salary of $41,000-$46,000 (assuming 40 hours/week 52 weeks/year), depending on experience.

Benefits: ACE offers competitive medical and ancillary plans (health, mental health, dental, vision and other supplemental benefits). ACE Staff members are also eligible to participate in ACE's retirement plan with a 2% employer contribution.

Holidays, Vacation, and Sick Time: As an ACE staff member, you will be eligible to accrue up to 80 hours of paid vacation time annually during your first two years of continuous employment, then it increases to 120 hours annually. ACE observes 13 paid annual holidays (floating holiday flexibility). ACE provides 10 days (or 80 hours) of paid sick time annually.

Additional Benefits:

Outdoor Perks - As an ACE staff member, you will be eligible to receive pro deals which include deep discounts on outdoor gear providing 30 - 50% off retail prices on 100s of established outdoor gear brands.

Phone Provided or Reimbursement Option: You have the option to select one of the following options: ACE work phone device/number provided or monthly phone reimbursement for personal device/number use.

To Apply: Please submit a resume and cover letter describing your relevant experience and why you are a good fit for this position. Please submit your application to the online application link. Qualified applicants may be contacted directly to schedule an interview. All application materials must be submitted to be considered for this opportunity.

ACE values an inclusive workforce - if you meet at least 70 percent of the qualifications, we want to hear from you!

American Conservation Experience provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, American Conservation Experience complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Learn more about ACE on our WEBSITE or check out our INSTAGRAM!

Current Openings for ITSS Support Specialist Jobs at American Conservation Experience - Staff