Technology Support Advocate

POSITION SUMMARY:

The Technology Support Advocate is responsible for supporting the organization’s day to day technology needs, ensuring staff have secure, reliable access to systems, equipment, and tools required to do their work effectively. This role manages user access, security practices, system backups, and equipment setup while serving as a primary point of contact for internal IT support.

The Technology Support Advocate takes a proactive, service oriented approach to technology, balancing security and compliance with usability and staff support. This role works closely with staff across departments to troubleshoot issues, maintain systems, and improve technology workflows.

KEY RESPONSIBILITIES:

User Access & Account Management

• Manage user access for organizational systems, including account setup, changes, and deactivation
• Administer access for platforms such as Paylocity, Office 365, and other internal systems
• Ensure appropriate role based permissions and access controls are maintained
• Support onboarding and offboarding processes by coordinating timely system access and removal

Technology Support & Troubleshooting

• Serve as the primary point of contact for staff technology support requests
• Troubleshoot hardware, software, and access issues for Apple computers and phones
• Provide guidance and support for Office 365 applications and related tools
• Communicate clearly with staff to resolve issues in a timely and respectful manner

Equipment Setup & Management

• Prepare, configure, and deploy Apple computers, phones, and related equipment for staff
• Manage inventory of technology equipment and accessories
• Coordinate repairs, replacements, and returns as needed
• Document equipment assignments and lifecycle status

Security & Data Protection

• Support organizational security, including password management and multi factor authentication
• Assist with email security and filtering using Proofpoint
• Promote best practices for data security and phishing awareness through the Coalition platform
• Respond to potential security issues and escalate concerns as appropriate

Systems, Backups & Infrastructure Support

• Monitor and support system backups and storage using Synology
• Assist with basic network, connectivity, or vendor related issues (e.g., Wirespeed)
• Maintain documentation related to systems, configurations, and procedures
• Coordinate with external vendors or service providers when advanced support is needed

Process Improvement & Documentation

• Develop and maintain user guides, how to documents, and internal IT procedures
• Identify recurring issues and recommend improvements to tools or workflows
• Support consistency and reliability across technology systems
• Contribute to technology planning and system improvements as needed
• Develop and maintain a ticketing system for IT support needs

ADDITIONAL DUTIES:

• Work in-person or remotely as required
• Perform other duties as assigned

WORK ENVIRONMENT & EXPECTATIONS

• Regular interaction with staff across departments and roles
• Combination of planned technical work and responsive support
• Commitment to organizational values, data security, and reliability
• Supportive, service oriented approach to technology advocacy

QUALIFICATIONS:

Required

• Experience providing technology or IT support in a professional setting
• Strong working knowledge of Apple computers and iOS devices
• Ability to manage user access and troubleshoot common technical issues
• Strong problem solving and organizational skills
• Clear, patient, and professional communication skills
• Ability to balance security requirements with staff support needs

Preferred

• Experience supporting Office 365 environments
• Familiarity with Paylocity, Synology, Proofpoint, or similar systems
• Understanding of basic IT security principles and best practices
• Experience supporting a growing or mission driven organization

CORE COMPETENCIES:

• Customer focused technical support
• Information security awareness
• Attention to detail and follow through
• Clear documentation and communication
• Collaboration across teams
• Continuous improvement mindset

Benefits

• Paid personal and sick leave
• Paid holidays
• Medical, vision, and dental insurance and
• 401(k) retirement match