IT Support & Finance Administrative Specialist

Serve as an IT Support & Finance Administrative Specialist by providing comprehensive IT support and backup donor relation services.

This role is responsible for...

1. Delivering technical assistance to end-users by diagnosing and resolving hardware and software issues.
2. Supporting donor gift processing and communications.

This dual-function position ensures both seamless technology operations and exceptional donor service through accurate data management, financial processing, and customer-focused support., * User Support:

• Provide prompt and courteous assistance to end-users via phone, email, or in-person
• Assist users with login issues, password resets, and basic account management
• Assist users with hardware problems, system-level software problems (e.g., printers, scanners), and other issues as needed

• Technical Issue Resolution:

• Responsible for the setup, distribution, maintenance, and ongoing support of new computer equipment and peripherals
• Diagnose and resolve technical issues related to desktops, laptops, printers, and software applications
• Forward non-hardware issues to the appropriate support team member for resolution
• Research and resolve complex hardware issues; escalate to external resources or other team members if necessary

• Documentation and Reporting:

• Maintain accurate records of support requests, resolutions, and interactions using a help desk ticketing system
• Generate reports on common issues and trends for continuous improvement

• Customer Service:

• Ensure a high level of customer satisfaction through effective communication and problem-solving
• Educate end-users on basic system functionalities and best practices

• Collaboration:

• Collaborate with other IT team members to identify and implement solutions
• Participate in training sessions to stay current on technological advancements

• Backup Donor Support & Gift Processing:

• Gift Processing & Data Management: o Processes check gifts in AQ2, including monetary amounts, donor notes, questions, and address changes o Imports gifts from AQ2 into Site Stacker and posts all check batches o Processes credit card and e-check gifts as needed o Corrects and maintains donor accounts to ensure accuracy and currency o Updates donor records for address changes and corrections o Files and re-mails receipts with corrected addresses

• Donor Communication & Support: o Responds to donor inquiries via phone, email, and written correspondence o Answers questions regarding IRA distributions and Qualified Charitable Distributions (QCDs) for donors, brokers, and missionaries o Provides donor and project information to missionaries and staff o Researches information as needed to support donor inquiries o Monitors and maintains the donor support email inbox o Print & mail donor receipts on a weekly basis.

• Special Gift Processing: o Processes honor and memorial gifts o Contacts honored individuals and families of deceased donors as appropriate o Generates donor account reports upon request

• Administrative Support:

• Enters retiree expense reimbursements in Certify

• Retiree Expense Reports:

• Monitor the shared email inbox and physical mailbox for receipts submitted by retirees
• Assist retirees by completing expense reports on their behalf based on the receipts received
• Track and follow up on submitted reports as they are processed

• Passion for missions and interest in One Mission Society
• Strong attention to detail
• Excellent organizational skills
• Clear and effective oral and written communication
• Able to maintain confidentiality
• Proven strong customer service skills
• Ability to work cooperatively within a team environment
• Strong interpersonal skills
• Ability to work independently on multiple projects
• Customer-focused attitude
• Able to share knowledge with users at all technological levels

Education

• High school diploma or equivalent
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are a plus