Senior Technology Support Associate

Job description

About Trevor:

The Trevor Project is the leading suicide prevention and crisis intervention organization for LGBTQ+ young people. Trevor offers ²⁴⁄₇ crisis services, connecting highly trained counselors with LGBTQ+ young people whenever they need support. To drive prevention efforts, The Trevor Project also operates robust research, advocacy, education, and peer support programs. We’ve been saving livesevery day for over 25 years.

Every day, and in every role, our staff contribute to our critical mission of ending suicide among lesbian, gay, bisexual, transgender, queer & questioning young people by embodying our values:

Heart–We care deeply and commit to do what matters

Integrity–We build trust through our words and actions

Community-Together, we are an unstoppable force for good

Belonging-We serve as allies to the mission, and to each other

Progress-We continually move onward and upward

Applicants and staff must be authorized to work for any employer in the United States.  The Trevor Project will not sponsor an employment visa for this position.

Role: Senior Technology Support Associate

Location: This role will be remote in the continental United States, Alaska, or Hawaii

Reports to: Technology Support Manager

Classification: Exempt Full Time

Union Role?  Yes

Salary Range: $83k -  $120k

Summary:

This role will be part of a ²⁴⁄₇ team that provides world-class platform monitoring and Tier II technical support to our life-saving staff, volunteers, and the users of our services. This role will support escalated requests, resolving issues when possible and escalating further to  persons when needed. The Senior Support Associate will partner closely with junior members of the Tech Ops to assist in training as well as partner closely with other members of the Technology Team to complete tasks and projects that drive innovation and improve the user experience at The Trevor Project.

Roles and Responsibilities:

• Provide Tier II and Tier III technical support to staff, volunteers, and users of our services
• Lend to institutional knowledge and documentation by drafting knowledge articles for new and resolved issues.
• Identify and submit to leadership opportunities to improve support efficiency and reduce the need for ticket submission by using automation, updating processes, modifying policies, or other similar actions.
• Support and help train associates during the deployment of new technologies or features
• Support associates in preliminary diagnosis and triaging for a range of technical incidents
• Execute the complete problem-solving process, from isolation to resolution and root-cause analysis
• Participate in on-call rotation after normal business hours when necessary
• Compile and create user-education materials during the deployment of new technologies or features
• Communicate with team and cross-functional stakeholders during incidents, making sure any issues get escalated to the appropriate team member promptly
• Complete individual tasks as a part of larger technology projects and initiative
• Demonstrate fair, ethical, and equitable business practices
• Learn eagerly, share knowledge appropriately, and improve continuously
• Demonstrate successful planning and problem-solving skills, including multitasking and working well within tight timelines
• Work, communicate, and collaborate effectively with others
• Demonstrate attention to detail and accuracy in all work
• Demonstrate a commitment to fostering and maintaining an environment of inclusion and belonging
• Other relevant duties and responsibilities as assigned

Minimum Qualifications:

• 3 or more years of combined education, work, and/or certification experience with demonstrated expertise in Customer Service, Technical Support, or macOS Devices.
• Proficiency in:

Technical problem solving

macOS

iPhone

Customer Service

Teamwork

Written and verbal communication

Training

Technical Documentation

• Proficiency in spoken and written English
• Ability to prioritize tasks, work independently, and work on  multiple requests at once.
• Excellent customer service and communications skills.

$83,000 - $120,000 a year

Why Trevor?

A career that truly makes a difference in the lives of LGBTQ young people–every single day

Outstanding benefits, including:

Comprehensive health insurance, including plan coverage for various gender affirmation care (and we pay 100% of your employee contribution premiums for medical, dental, vision, AND basic life insurance)

403(b) retirement plan with 3% match

Generous vacation and 13 paid holidays (one of our holidays is Harvey Milk Day!) plus two floating holidays and three half-day Fridays during the summer

Employee Assistance Program to  help with confidential emotional support, work-life solutions, financial solutions, legal assistance, or online support

In-network mental health office and virtual visits are covered at 100%, and out-of-network visits are covered at an enhanced level.

Remote work from the continental US, Alaska, or Hawaii (we provide the technology, a monthly internet reimbursement, and reimbursement to outfit your work-from-home space!)

Professional and Learning Development Trainings/Education: including a professional subscription to LinkedIn Learning, providing access to more than 13,000 high-quality on-demand courses.

Online Subscription to Headspace, a digital mindfulness and meditation platform

The Trevor Project provides equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law or policy. The Trevor Project complies with all applicable laws regarding equal opportunity in employment.

This is a union position. The Trevor Project recently voluntarily recognized The Communications Workers of America (CWA) as the representative of certain employees for collective bargaining purposes, and this position is in the bargaining unit. The Trevor Project is currently negotiating the first collective bargaining agreement with the union that will cover the terms and conditions of employment for this position.

The Trevor Project is committed to the full inclusion of all qualified individuals. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If a reasonable accommodation is needed to participate in the job application or interview process, please submit a request here.  Please do not disclose medical information in this form–this information will be viewed only by our benefits team and will remain secure. This form is only for those requiring a reasonable accommodation to participate in the job application or interview process. This form is not an application - you must still apply through The Trevor Project careers website.