IT Helpdesk/Data Administrator

IT Helpdesk 

• Responsible for troubleshooting and resolving desktop environments and operating systems and/or escalating to managed service provider 

• Installs and configures software and hardware 

• Troubleshoots network performance and security issues 

• Upgrades and maintains all hardware, software and other applications 

• Assists in testing, analyzing and resolving issues related to Windows operating systems 

• Plans and installs new and existing devices and workstations including new hire set-up 

• Keeps track of technological advancements and trends and provide recommendations for budgeting, lifecycle, etc.  

• Manages, monitors and supports all VoIP telephony, including firmware, upgrades, and configuration.  

• Onboards new hires with organization wide phone and IT systems 

• Attends quarterly meetings with One Link Technical Services 

Data Base Administration 

• Responsible for the day to day database administration and operations including configuring, coding, documenting, monitoring, testing, training, reporting and maintenance of the Apricot 360 data system 

• Oversees the development, coding and management of Apricot 360 client case management system; development and modification of system forms, scripts and reports based on changing agency protocols and services 

• Serves as vendor liaison for Apricot and other assigned systems for data management, reporting, research and billing 

• Monitors and ensures data security and compliance requirements for protected agency, client and donor software, network, data retention and file backup and storage 

• Support for other organization databases as needed 

Data Analysis and Reporting 

• Responsible for direct services data exports for funder reports, billable services tied to service data, grant requests, RFPs, and agency performance data for marketing and other purposes 

• Develops and manages standard reporting dashboards, QA reports and KPI indicator reports 

• Monitors sector benchmarks and researches with alignment of agency data tied to local and national KPIs 

• Identifies and coordinates internal client services data collection needs within the agency 

Other Data Systems Support 

• Provides support, coding, query, and technical assistance on other data systems as assigned including recommendations and lead on data systems conversion to improve tracking and reporting  

• Provides technical assistance, including training and support, to staff on use of Apricot 360 and other assigned data systems. Assists in troubleshooting hardware and software issues 

• Ensures that all necessary systems, data extracts and reconciliation files are processed by departmental deadlines and distributed in a manner consistent with federal, state and local privacy and security regulations 

• Stays abreast of all federal, state and local regulations pertaining to current and future data processing systems and security standards 

• Interfaces and works effectively with all levels of the organization 

Research and Evaluation 

• Follow emerging research to ensure Providence House is informed of latest trends and aware of important studies related to services 

• Serve as project manager for external evaluation efforts 

• With Director of Programs and Director, Operations and Strategy, implement and manage internal systems for conducting ongoing outcomes measurement and assessment 

• Coordinate development of agency goals with program team reflecting the impact of the agency's services  

• Produce annual services and outcomes report to communicate agency outcomes internally and externally.  Support External Relations team in disseminating data for outcomes and reports to funders, donors, and media/social media channels 

• Provide data for publications, presentations, research resources, conference presentations, and briefing/white papers designed to inform stakeholders of the impact of Providence House services 

General Duties 

• Strives to be culturally competent and supportive of diversity in both service to internal and external customers 

• Attend and assist with the organization and execution of Providence House special events including Annual Luncheon, Deck the House, and other agency engagements or events as assigned