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POSITION SUMMARY:

Reporting to the Director of Operations & Technology and consistent with the mission of Girls on the Run International, the Systems Support Specialist is responsible for training councils how to use technology systems, performing technical troubleshooting, and providing administrative support for the learning management system, RacePlanner, web sites, NetSuite, and the Intranet. This position is also responsible for new computer set up and determining the IT needs of HQ and subsidiary council employees.

PRINCIPLE RESPONSIBILITIES:

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

TECHNICAL SUPPORT:

Serve as the LMS Administrator for GOTR Learning Academy and subject matter expert for RacePlanner

Serve as primary contact for council web site CMS questions and NetSuite (non-accounting related) questions

Manage Intranet content and provide support to HQ users

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via phone, email, and screen sharing sessions

Collaborate with product development teams, participate in product testing, and provide feedback when necessary

Create and maintain the LMS governance document as new features are released

Contribute content to the tech support knowledge base

Act as moderator for Connect Learning Communities (LMS) and Podio group (RacePlanner)

TRAINING:

The following items relate to all software supported by the Systems Support Specialist

Stay informed about newest product releases, make recommendations about which releases are beneficial to the organization

Develop and deliver training for new product features

Recommend timeline for implementation of new product features

Schedule regular communications with councils featuring ways to use new and existing software tools

Deliver software new user and refresher trainings

Write/update training manuals and user guides

Identify super users from the field and leverage them to test new features, train other users

LMS ADMINISTRATION

Upload and test learning content and other curricular materials to the LMS

Set up new learning events in the LMS and maintain training event listing

Maintain learning course catalog and training resources housed within the LMS

Manage user access to the system including the API between RacePlanner and Cornerstone, bulk user uploads/deactivations, and password resets

Work with VP of Programming and Director of Professional Development to create curriculum tracks and assign training

Work with VP of Quality & Evaluation to collect and analyze data to assess training completion rates and other pertinent training metrics for councils and GOTRI as needed

Manage regular internal LMS reporting for GOTRI staff

ADMINISTRATIVE SUPPORT:

Identify business and technical needs of employees and make recommendations about software requirements

Order computers, peripheral equipment, and software

Coordinate set up of computers with IT Vendor

Manage phone system for HQ including connecting the patch panels and programming extensions

Prepare work spaces for new user IT needs

GENERAL RESPONSIBILITIES:

Serve as a Girls on the Run role model, exhibiting GOTR core values and working to help achieve the GOTR mission

Develop positive relationships with council directors, volunteers, board members, community members and staff.

Any other duties deemed necessary by the Director of Operations & Technology

REQUIRED SKILLS:

Graduation from a two-year technical college with a major in computer science, information technology or related area and one year in the information technology field related to the position's role

• One year of IT customer service experience for a variety of computer systems
• Experience updating and supporting websites using website content management systems
• Excellent written and verbal communication skills required
• Ability to learn new software quickly
• Ability to work with users of all skill levels
• Enjoys problem solving
• Experience using Microsoft Office products
• Ability to develop and deliver technical training in a virtual environment

PREFERRED SKILLS:

Familiarity with Cornerstone on Demand or another Learning Management System

• Knowledge of HTML code
• Experience with Camtasia or Movavi video software
• Experience with VOIP and analog phone systems
• Experience wiring patch panels

Hours of support are Monday through Friday from 8:30 am to 5: 30 pm with the ability to work longer hours during peak demand times. This position is located in the GOTRI office in Charlotte, NC.