Information Technology Support Analyst

ABOUT CAMINO PARTNERS

Camino Partners is the business-building and investment platform of Daniel Lubetzky, best known as the Founder of global health and wellness platform, KIND Snacks. Daniel built KIND into a multi-billion-dollar company from an out-of-the-box idea to make the world kinder, one snack and one act at a time. Daniel and his team at Camino partner with entrepreneurs to co-found, launch and build new ventures while also taking meaningful positions in entrepreneur-led ventures building value with values.

Camino Partners also supports Daniel’s philanthropic organizations, The Lubetzky Family Foundation (LFF) and Builders Network. Both organizations are dedicated to finding creative solutions to society’s greatest challenges. They seek not only to build more empathetic, reflective and just communities fueled by the spirit of social entrepreneurship, but they work to overcome toxic social and political division by working to build bridges across lines of difference.

THE ROLE: INFORMATION TECHNOLOGY SUPPORT ANALYST

The Information Technology Support Analyst provides essential technical support and troubleshooting for all hardware, software, and network-related issues for Camino Partners, LFF and Builders Network. This role ensures the smooth and efficient operation of all IT systems in this multi-organization environment, encompassing multiple Microsoft tenants and key applications like SmartSuite and Dynamics 365, with a focus on personalized service and attention to detail. This individual will report directly to the Director of Information Technology.

KEY RESPONSIBILITIES

• User Support: Provide prompt and professional technical support to all team members via phone, email, chat, or in-person for computer hardware, software, network connectivity, and other IT-related issues.
• Microsoft Tenant Administration: Assist with the administration of multiple Microsoft tenants, including user account management, license assignment, and basic troubleshooting of Microsoft 365 services like Outlook, SharePoint, OneDrive and Teams.
• Troubleshooting & Problem Resolution: Diagnose and resolve a wide range of technical problems, from basic inquiries to more complex issues, escalating to the Director of IT when necessary.
• Jira Service Management: Utilize Jira Service Management to log, track, and manage all support requests and incidents, ensuring timely resolution and adherence to service level agreements (SLAs).
• Documentation & Knowledge Management: Create and maintain comprehensive documentation in Confluence, including IT procedures, troubleshooting guides, FAQs, and user manuals, to support efficient problem resolution and knowledge sharing within the team.
• CRM Project Assistance (SmartSuite & Dynamics 365):
• Provide first-line support for SmartSuite and Microsoft Dynamics 365 CRM applications, addressing user queries and troubleshooting minor issues.
• Assist with user onboarding and training for SmartSuite and Dynamics 365, ensuring seamless adoption.
• Contribute to CRM data maintenance and cleanup activities as directed by the Director of IT.
• Support the implementation and enhancement of CRM workflows within both SmartSuite and Dynamics 365 environments.
• Collaborate with the Director of IT and other stakeholders to identify user needs and recommend improvements within the CRM systems.
• System Maintenance: Assist with installation, configuration, and maintenance of hardware, software, and peripherals, including workstations, printers, and mobile devices.
• Onboarding/Offboarding: Facilitate the onboarding process for new team members by setting up workstations, accounts (across relevant Microsoft tenants and CRM systems), and providing initial IT orientation. Manage the systems offboarding and laptop return for all team members who resign or are terminated. 
• Security: Adhere to and promote IT security policies and best practices within the family office environment, ensuring compliance across all Microsoft tenants and business applications.
• Collaboration: Work closely with the Director of IT on projects, system improvements, and strategic IT initiatives to enhance the overall IT environment.
• Projects: Research and implement technical products and services that will improve organizational efficiency and capabilities. 

QUALIFICATIONS AND SKILLS

• Education: Associate's or Bachelor's degree in Computer Science, Information Technology, a related field, or equivalent experience.
• Experience: 2-5 years of experience in an IT support or help desk role, preferably in a small IT team environment with exposure to multi-tenant and CRM environments.
• Technical Skills:
• Proficiency in troubleshooting Windows and macOS operating systems.
• Familiarity with Microsoft Office Suite, Google Workspace, and common business applications.
• Experience with multiple Microsoft tenants and their administration.
• Experience using Jira Service Management or similar for ticketing and incident tracking.
• Proficiency in creating and maintaining technical documentation, preferably in Confluence.
• Basic understanding of SmartSuite, Microsoft Dynamics 365, and similar platforms.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP).
• Experience with remote support tools and methodologies.
• Knowledge of Active Directory/Entra ID for user account management across different tenants.
• Soft Skills:
• Exceptional communication and interpersonal skills, with the ability to convey technical information clearly to non-technical users.
• Strong problem-solving and analytical abilities.
• Ability to research technical topics and locate appropriate solutions.
• Customer-centric approach with patience and empathy.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a small team.
• Proactive and adaptable mindset, eager to learn new technologies and security best practices related to multi-tenant environments and CRM systems.

WHAT CAMINO PARTNERS OFFERS:

·       Competitive annual base compensation ($65,000-$75,000)

·       Annual bonus potential and participation in our Long-Term Incentive Plan.

·       21 Days of Paid Time Off (pro-rated in the first year of service).

·       Hybrid work policy (3 days in office) and casual dress code.

·       Excellent health, dental & vision insurance with the employee portions of basic plans covered by Camino Partners at 100%.

·       Retirement savings program with company match.

·       Charitable gift matching program.

·       This role offers a unique opportunity to provide hands-on IT support in a close-knit professional environment, working closely with the Director of IT to maintain and improve the organization’s technology infrastructure.

EEO STATEMENT

At Camino Partners, we are committed to an equitable workplace where diversity in all its forms is championed. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants with criminal history, consistent with legal requirements. If you require a specifical accommodation, please let us know.