POSITION SUMMARY:
We are seeking an intermediate-level IT professional to serve as our primary liaison with our Certification Management System (CMS) provider, manage hardware deployment, support Microsoft 365 adoption across the organization, and provide office management support. This role works alongside our contracted full-service IT support company, focusing on CMS advocacy, hardware logistics, end-user training, and administrative IT functions not covered by our managed services agreement. Occasional after-hours availability is required to support time-sensitive CMS issues.
ESSENTIAL JOB FUNCTIONS:
· Serve as the primary point of contact with our CMS provider, developing expert-level fluency in the platform to effectively troubleshoot issues and advocate for organizational needs.
· Co-own helpdesk tickets related to the CMS, proactively following up with the provider to ensure timely resolution.
· Maintain working knowledge of CMS updates, features, and best practices.
· Manage deployment and setup of hardware including laptops, keyboards, headsets, and work-from-home equipment (software deployment is handled by our contracted IT vendor).
· Conduct a comprehensive inventory review within the first 90 days to establish accurate records of all IT assets and maintain ongoing inventory tracking thereafter.
· Develop and maintain Standard Operating Procedures (SOPs) for key IT and business system processes.
· Serve as the internal subject matter expert and knowledge base for Microsoft 365 tools, including Outlook, Teams, OneDrive, SharePoint, Word, PowerPoint, OneNote, Forms, To-Do, Planner, Lists, and Power Automate.
· Develop and deliver training sessions and reference materials to improve staff proficiency and adoption.
· Maintain expert-level proficiency in Adobe applications (e.g., Acrobat, Creative Cloud tools) to support staff needs.
· Stay current on emerging AI tools and capabilities, proactively identifying opportunities to introduce them into workflows to improve team efficiency.
· Maintain working knowledge of WordPress and make basic content updates and edits to the company website as needed.
· Submit and track work order requests with the leasing office.
· Manage building access key/fob dissemination and deactivation.
· Maintain in-office technology including TVs, conferencing cameras (e.g., Owl Cams), label printers (Dymo), printers, and scanners.
· Maintain office supply (paper, ink, pens, etc.) inventory and restocking.
· Conduct regular rounds on in-office days to ensure all employees are outfitted with appropriate and functioning resources.
SKILLS AND QUALIFICATIONS:
· Strong troubleshooting skills across hardware, software, and platform issues
· Demonstrated proficiency in Microsoft 365 applications
· Excellent written and verbal communication skills, with the ability to liaise effectively between internal stakeholders and external vendors
· Proactive, self-directed work style with comfort following up persistently on open issues
· Ability to occasionally work outside standard business hours to support urgent CMS issues
· Displays professionalism; demonstrated self-starter; is reliable, responsible, and dependable; shows loyalty and concern for the integrity and professional image of the organization
· Proficient in office management systems and procedures, including working knowledge of office equipment
· Knowledge of principles and processes for providing customer services, such as customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
· Ability to perform under deadlines and changing schedules. Flexible and willing to adjust the schedule to meet organizational demands, especially during peak times.
· Ability to speak and write in English in a clear, thorough, timely, and professional manner using appropriate and effective communication tools and techniques required.
· Conflict of Interest/Confidentiality and Disclosure Statement is required.
EDUCATION AND EXPERIENCE:
· Bachelors degree required
· 2–4 years of professional IT experience, preferably including helpdesk or systems administration
· Basic familiarity with WordPress or similar website content management
· Experience with certification management system (CMS) platforms, preferred but not required
· Experience creating training materials or delivering end-user training, preferred but not required
EXPECTED HOURS OF WORK:
This is a full-time Exempt position. Employees in this position are paid a salary and are not eligible to receive overtime pay for any hours worked over 40 in a work week. Business hours are 8:30 am to 4:30 pm, Monday through Friday except on holidays. Occasional evening and weekend work may be required as job duties demand.
SUPERVISORY RESPONSIBILITY:
This position is not responsible for any direct supervision of employees. Responsibilities will be carried out in accordance with organizational policies and applicable laws. Responsibilities include coordination and training of employees under the direction of the Chief Financial Officer.
WORK ENVIRONMENT:
This job operates in a professional office environment that primarily deals with customers via email and telephone. Performance of job duties outside of the office setting may not be required. Daily interaction with staff and management is required. This position uses standard office equipment such as computers, phones, and scanners routinely. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Able to lift 25 pounds.
TRAVEL:
Not required.
OTHER DUTIES:
Responsible for other duties as assigned. This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, and activities or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
WORK AUTHORIZATION:
Background check required.
EEO STATEMENT
NPCB is an equal opportunity employer that is committed to diversity and inclusion in the workplace and prohibits discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, promotion, termination, leave of absence, compensation, benefits, and training. NPCB makes hiring decisions based solely on qualifications, merit, and business needs.
Pay: $54,773.86 - $65,964.22 per year
Work Location: Hybrid remote in Austin, TX 78746
