Job Description
Job Description
The Junior Network Analyst is responsible for providing Windows, Macintosh, and all network support for Unbound, as a member of the Technology Services (TS) Infrastructure Team. The emphasis of the Network Analyst role is in supporting and troubleshooting all these systems, primarily at the users’ desks. This work is primarily focused in the Kansas City office but also includes some support of the Unbound remote offices located in the developing nations where Unbound’s program is operating. This person will be responsible for supporting and troubleshooting information technology (IT) solutions to address complex business issues. This person will be able to thrive in a highly collaborative workplace and actively engage in all aspects of technology-related processes and solutions. The ideal candidate will possess some understanding of servers, networking, and information security. Must be a team player with a strong customer service mentality and be able to solve problems effectively working alone or with fellow team members.
Who We Are
Unbound is an international nonprofit based in Kansas City, Kansas, and founded by lay Catholics grounded in the Gospel call to put the needs of the marginalized and vulnerable first.
Our mission is to support families and communities worldwide on their self-directed paths out of poverty.
Our vision is to build a world free from poverty where all people have access to resources, community support and the ability to make decisions that improve their lives and uphold human dignity.
Unbound offers a practical way for sponsors, donors and volunteers to make a personal and direct impact as partners in our global community. Through walking with a child and family, youth, elder or community on their path out of poverty, our supporters have an opportunity to expand their worldviews and be part of creative solutions to poverty.
Essential Duties and Responsibilities: include the following. Other duties may be assigned.
- Supports and troubleshoots both the infrastructure of the network and individual user equipment – in the context of both Windows and Macintosh computers
- Provides first-tier Help Desk support, most frequently including, but not limited to: end-user hardware/ software support; basic
- Active Directory user changes
- Assisting new users with new logons or computer setup, basic training
- Assist in troubleshooting application problems as they relate to the network or security
- Assist in maintaining and documenting hardware inventory and software licensing inventory
- Rotating and verifying offsite backup tapes inventory
- Knowledge of some or all of Unbound’s technology stack is preferred:
- Endpoint security: Windows Defender EDR
- Cybersecurity training system: KnowBe4
- Email: On-Premises and hosted Microsoft Exchange Server and Outlook client
- Cloud Computing Environment: Microsoft Azure
- Virtual Computing Environment: VMWare and Hyper-V
- Backup and DR: CommVault
- Network Monitoring and Log Collection: LogRhythm
- Network Hardware: Cisco (switches) and Fortinet (firewalls, routers, WAPs)
- Server and Storage Hardware: Dell and HPE/Nimble
- Website Security: Cloudflare
- Software and Update Deployment: Windows Service Center Configuration Manager (SCCM) and Intune
- Atlassian Cloud Software: Jira and Confluence
- Windows Terminal Server / Services
Personal Characteristics & Competencies – To perform the job successfully, an individual should demonstrate the following competencies and skills.
- Technical Skills – strives to continuously build knowledge and skills, shares expertise with others
- Problem Solving – the ability to identify key components of a problem to formulate a solution or solutions; analyzes all data relative to a problem and divides complex issues into simpler components in order to achieve clarity; selects the best options available to solve specific problems and applies all relevant resources to implement suitable solutions; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations
- Planning/Organizing – prioritizes and plans work activities; uses time efficiently; completes work timely and accurately
- Demonstrate diversity by recognizing the dignity of each person reflected in the structure and activities of Unbound which include relationships of mutual respect, teamwork, and commitment to Unbound’s core values.
- Excellent written and oral communication skills include the ability to synthesize information into clear, concise messages in a compelling manner to internal stakeholders.
- Ability to build trusting, collaborative relationships with cross-functional partners.
- Ability to manage large scale, organization-wide talent management projects and programs.
- Using data-driven decision making to execute on business/management strategy.
- Professional appearance and attitude, self-motivated and goal driven.
- Ability to demonstrate poise, tact, and diplomacy. Strong teamwork aptitude required.
- Strong interpersonal skills to establish and maintain effective working relationships and the ability to model our core values.
Qualifications and Experience: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- Bachelor's degree (B. A.) from four-year college or university in Computer Science; or equivalent related experience and/or training; or equivalent combination of education and experience.
- 1+ years’ experience in customer service role.
- Minimum of 2 years’ experience in Windows network topology, Windows server OS, network security, backup/restore technologies, and troubleshooting/helpdesk is preferred
- Advanced computer skills in a Windows environment, including Microsoft Office Suite.
- Understanding of PCI compliance and GDPR compliance, as well as any other emerging regulatory IT security measures is a plus
- Well-developed project management skills with demonstrated ability to multitask and effectively manage and prioritize tasks.
- Experience with network maintenance/support and in troubleshooting a wide variety of systems problems
- Must possess a positive attitude and be open to new ideas with the ability to listen carefully, try new things, suggest alternatives, and solve challenges.
- Good communication skills – both oral and written
- Strong accuracy and organizational skills.
- Energetic, self-starter who demonstrates strong work ethics.
- Ability to write reports, business correspondence, and procedure manuals.
- Ability to work non-standard hours when situations require
- Bilingual in Spanish/English or other relevant languages is a plus.
Physical Abilities: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential job functions.
- Frequently required to sit, stand, and walk.
- Use hands to finger, handle, or feel, reach with hands and arms.
- Required to talk and hear consistently.
- Specific vision abilities required by the role include the ability to distinguish the nature of objects by using the eye.
- Ability to occasionally lift, carry and/or drag up to fifty (50) pounds if necessary.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job; reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
- Noise level in the work environment is usually moderate.