Technical Support Specialist Full-Time - DONIA LLC

Summary: The Technical Support Specialist serves as the primary technical and administrative interface for organizational survey initiatives. This role is responsible for executing tasks related to the full lifecycle of online surveys, ensuring technical reliability, data integrity, and effective provider communication. The Specialist works closely with Data Analysts to maintain compliance with established data collection policies, principles, and procedures

Job Title: Technical Support Specialist (Full-Time)

Location: Albany, NY 12206

Target Work Schedule: Monday to Friday 9AM-5PM

Target Duration/End Date: August 2028

Description of Roles and Responsibilities :

· Survey Lifecycle Tasks:

· Execute the opening and closing of online surveys according to established timelines

· Coordinate and validate survey logistics, ensuring that live/closed status accurately reflects the survey schedule

· Provider Communication & Compliance:

· Proactively manage provider outreach, including notifications of survey availability and status

· Monitor and communicate with non-responding providers to ensure high participation rates and timely submissions

· Data Quality Assurance (QA) & Integrity:

· Conduct comprehensive reviews of survey submissions to identify data anomalies and inconsistencies

· Perform triage and coordination for Quality Control, serving as the point of contact for providers regarding data validation and clarification.

· Regularly report on non-responder status and data integrity metrics to Data Analysts and leadership

· Technical Support & Stakeholder Coordination:

· Act as the liaison between end-users and IT services, submitting and tracking ITS requests on behalf of Center staff

· Communicate critical system issues, technical errors, or data anomalies to Data Analysts immediately upon discovery

· Policy Compliance:

· Adhere strictly to all DAIS policies, principles, and standard operating procedures (SOPs) regarding data collection, processing, privacy, and reporting

· Core Competencies:

· Professional Rigor: Strong attention to detail

· Communication: Excellent verbal and written communication skills, with a professional demeanor when interacting with external providers.

· Problem-Solving: Ability to triage technical and data-related issues rapidly and communicate with staff to determine effective solutions

· Regulatory Adherence: Demonstrated ability to follow strict institutional protocols and data handling policies

Mandatory/Minimum Qualification, Skills, Experience Requirements :

Associate or Bachelor's degree preferred. And at least three years of relevant experience

Qualification, Skills, Experience Requirements :

· Candidates should be dependable, detail-oriented, and highly motivated individuals able to work in a fast-paced, high-volume office environment