IT Support Associate

Organization
Root Capital
Location
Cambridge
Deadline for Applications
09/30/2016
Contact Information
jobs+IT@rootcapital.org
Tags
Full-time

Summary

This position will provide first-line technical support for the Cambridge office and administer cloud-based systems including Google Apps, Box, and WebEx. The position will play a key role in new feature development, training, and general system maintenance for several of our most critical technology platforms.

Mission and History of Root Capital

Root Capital is a nonprofit social investment fund whose mission is to grow rural prosperity in poor, environmentally vulnerable places in Africa, Latin America, and Asia by lending capital, delivering financial training and strengthening market connections for small and growing agricultural businesses. Root Capital clients include associations and private businesses that help create sustainable livelihoods by aggregating the products of hundreds, and often thousands, of farmers. Since our launch in 1999, we have provided more than $900 million in credit to over 600 small and growing agricultural businesses. Root Capital envision a thriving financial market serving agricultural businesses that generate long-term social, economic, and environmental sustainability for small-scale farmers and their communities around the world. Headquartered in Cambridge, Massachusetts, Root Capital currently has associated offices in Costa Rica, Guatemala, Mexico, Peru, Senegal, and Kenya.

Responsibilities:

  • Provide daily IT support and training to our Cambridge office and to our global staff
    • Serve as the primary IT support administrator in Root Capital’s headquarters in Cambridge, MA by managing our Salesforce-based case support ticketing system. Troubleshoot various issues in a predominantly PC and cloud-based environment, including heavy video conferencing support.
  • User, Inventory, and Network Administration supporting 13 different countries in Latin America and Africa.
    • Optimize and maintain systems to track Cambridge and field office IT-related information, including but not limited to:
      • New User creation and User management
      • Asset management
      • Networking/Internet connectivity in Cambridge and field offices
  • Delivering and reporting on IT projects
    • Work with other members of the IT Team to deliver on assigned projects as part of our agile-inspired Monthly Project Board. Additionally, all IT staff are allocated 10% of their time to Innovation Projects and Professional Development goals that can help to further increase organizational productivity.
  • IT Operations support, technical documentation, and administrative functions
    • Responsible for delivering our Proactive Monitoring worksheet to ensure that network connectivity, account access, and other best practices are being followed. Assist in training, creation and revision of technical documentation. Additionally, support the Sr. Manager of IT with logistical help, including procurement assistance and owning the process for shipping laptops internationally.

Qualifications and Experience:

  • Bachelor’s degree or equivalent
  • 1-3 years of experience of IT support/administration, including:
  • User and account creation and management
  • Managing support tickets and drop-in requests
  • Quality Assurance (QA) testing of new software and features
  • Facilitating in-person and virtual training sessions for end users and other trainers
  • Creation and maintenance of technical documentation
  • Elite customer service orientation including expectations of initial ticket response times within 4-8 business hours (EST). Ability to interface with technical and non-technical stakeholders
  • Experience with cloud-based IT systems, such as Google, Box.com, and video conferencing systems (such as WebEx, Skype, etc.). Prior experience training others on these systems a plus.
  • Windows workstation (Windows 7 and Windows 10) support
  • Ability to work in a fast paced, entrepreneurial, Agile environment
  • Strong and creative problem solving skills, responsiveness, pride in work, and enthusiasm for innovation through technology

Additional Information

Applications including a resume and cover letter describing your interest, qualifications, language abilities, salary requirements, and how you learned of the position should be sent to: jobs+IT@rootcapital.org. Please type “IT” followed by your name (Last, First) as the subject line of your email (e.g. “IT – Smith, John”). Finalist candidates will be required to provide at least three work-related references.
Root Capital is an equal opportunity employer.