About Ascendant FinancialAt Ascendant Financial, we are committed to empowering individuals and families to achieve financial independence and success. As a leading financial services organization, we prioritize a supportive and growth-oriented culture that fosters innovation, collaboration, and professional development.

Position Overview

TheIT & Automation Support Specialist is a blended role responsible for supporting the technical and automation needs of Ascendant Financial. This role ensures seamless functionality of all hardware, software, network systems, and CRM automations. It plays a pivotal role in maintaining IT security, resolving technical issues, and enhancing automation to improve efficiency. Working closely with both the Compliance Officer and internal stakeholders, this role ensures technology infrastructure and systems are reliable, secure, and scalable.

Key Responsibilities

1.Technical & Hardware Support

• Set up, maintain, and troubleshoot Windows systems, laptops, printers, and network connectivity.
  
• Support onboarding and offboarding (device setup, access provisioning/revocation).
  
• Monitor system and network uptime; resolve disruptions proactively.

2. CRM Maintenance and Automation

• Build, test, and maintain automation in Keap CRM to support marketing and client services.
  
• Complete Keap My Day tasks daily: contact updates, lead source verification, tagging, and reporting.
  
• Configure and test webinar automation, ensure email broadcast scheduling and list segmentation.

3. Security and Compliance

• Implement and manage robust email and network security protocols.
  
• Conduct regular data backups for systems and CRM.
  
• Work with Compliance to ensure regulatory and security alignment.

4. System and Platform Support

• Set up and manage user access for tools like Zoom, Google Workspace, SYNC, Microsoft 365, and DocuSign.
  
• Maintain and update internal portals and tech platforms.

5. Team Collaboration and Support

• Act as the primary point of contact for IT or CRM-related issues.
• Host one "office hours" session daily to assist team members.
• Provide training and technical guidance to elevate digital fluency.

6. Process Improvement and Innovation

• Identify and implement at least two new process improvements or automation enhancements per quarter.
• Propose and test new tech tools to improve operational scalability and user experience.

7. Reporting

• Generate weekly summaries on CRM and marketing performance, automation success rates, and campaign stats.
  
• Maintain a centralized dashboard to track team KPIs and goals.
  
• Document and share key IT learnings or fixes to build internal knowledge base.
• Identify recurring issues through reporting common issues brought by the team.

Key Areas of Accountability

1. System Reliability

• 99%+ uptime for all systems and platforms.
• Timely resolution of support tickets and outages.
  

2. Automation Accuracy

• Maintain 99% success rate in CRM automations.
• Ensure 98% data integrity in CRM records.
  

3. Compliance and Security

• Zero critical security breaches.
• Maintain up-to-date records and secure access controls.

4.Task Completion & Communication

• Daily CRM tasks completed within designated times.
  
• Internal support responded to within 5 minutes (Zoom) or 4 hours (email).

5. Process Improvement

• Implementation of meaningful automation and tech upgrades each quarter.
  
• Regular updates and training for team members.

How Success is Measured

1. Uptime & Ticket Resolution

• 99% or higher uptime across key systems.
• 90% of IT tickets resolved within SLA.
  

2. CRM Operations

• Keap tasks completed 100% daily.
• CRM email broadcasts and workflows error-free.
  

3. Team Feedback

• High satisfaction with IT and automation support.
• Positive feedback from training and daily office hour sessions.
  

4. Compliance & Backups

• Weekly CRM and system backups completed without fail.
  
• No data loss or unauthorized access incidents.

Guiding Principles for Success

• Be Proactive: Anticipate needs and resolve issues before they escalate.
• Communicate Clearly: Provide timely updates and clarity in support responses.
• Embrace Simplicity: Find simple, effective solutions that drive results.
  
• Stay Current: Learn new tools and innovations that can benefit the team.
  
• Support the Team: Lead with service and enable others to succeed through tech.