Day to Day Responsibility (65%)

• Provide technology troubleshooting over the phone and face-to-face
• Monitors systems, processes, and or projects to identify potential problems or needs for correction
• Implementation and maintenance of company-wide desktop standards and procedures
• Develop utilities to streamline standards and deployment methodologies
• Keep systems current and standard while reducing variation
• Provide on premise support for latest Microsoft products
• Performs diagnostics and resolves product performance problems
• Strong hardware and software installation and support experience
• Utilizes business applications and IT personnel to manage and support a wide variety of systems and processes
• Resolves technical issues expediently and escalates issues to appropriate Tier 3 team when needed
• Understanding when to escalate critical issues to Technology leadership team
• Responds quickly to customers' requests and makes independent decisions that have an impact on their daily operations
• Works as a team member within a larger team
• Work in a call center style environment using call center tools for day-today call metrics
• Participate in weekly QA review of support request metrics and call metrics
• Informs team members with up-to-date relevant information; escalates issues to management when needed.
• May supervise a work team, or may be an individual contributor
• Works with vendors to implement technical functionality and troubleshoot and resolve system issues
• Participates in on-call after-hours rotation to provide necessary business support when required
• Establish yearly goals and meet objectives based on Human Resource Online Performance and Planning Assessment

Senior Engineer Responsibility (20%)

• Works closely with manager and other team leads to identify and interpret requirements, needs, and problems within assigned work teams
• Cross-train duties with Tier 3 teams to potentially serve as backup for these teams
• May lead the daily activities of others
• Designs, builds, implements, and/or maintains technical systems
• Reads and understands project plans, Gantt charts and documentation
• Participate on Strategy work team
• Research issues and provide analysis of results
• Point of escalation for executives and Society leadership
• Coaches and provides guidance to less experienced team personnel
• Participate in yearly Society Leadership Conference planning and on-site Technology support
• Analyze and document systems

Special Projects (15%)

• Other duties as assigned by manager
• Collaborate with Technology team on Strategy driven projects
• Provide technical estimates
• Meet deadlines on project timelines

Volunteer Engagement

• We increase the number of Society volunteers, recognizing and recruiting talent (Managing Relationships, Being Open and Receptive)
• We engage volunteers, effectively communicating and facilitating meaningful opportunities across all functions. (Communication)
• We partner with volunteers to accomplish our work. (Getting Work Done through Others, Getting Organized, Managing Work Processes, and Overcoming Obstacles)
• We cultivate volunteers, seeking and providing feedback and sharing opportunities for reciprocal growth and learning. We recognize the contributions of all volunteers. (Communication, Inspiring Others, People Management, Learning, Being Open and Receptive)