IT System Specialist

The IT System Specialist is responsible for providing day-to-day technical support to staff and volunteers. This role is responsible for handling the daily IT ticket queue. This position provides support for Microsoft applications, and other organization applications as needed. The IT System Specialist also provides technical support for Executive Division Board meetings by performing the online meeting software host role for in-person and remote meetings. This role assists the IT Operations Manager and IT Systems Analyst with day-to-day operational tasks as needed .

Duties And Responsibilities

• Troubleshoot and resolve technical issues within IT Tickets, calls to the IT main phone number, and in‑person support at 40 Wall as needed.
• Ensure all support tickets are completed with clear, detailed explanations of the issue, how it was resolved, and any next steps for the user.
• Identify complex or recurring issues and escalate them to the appropriate IT team members when necessary.
• Install, configure, and troubleshoot computer hardware, software, mobile devices, and peripherals.
• Assist with onboarding new employees, including preparing equipment, setting up accounts, and providing initial technology orientation.
• Assist with offboarding employees, including removing user accounts, disabling access, and retrieving hardware used for remote work.
• Assist with quarterly maintenance and updates to Outlook distribution lists.
• Manage network connectivity for all printers, scanners, and copiers throughout the country, support user questions, and troubleshoot device errors as needed.
• Provides support for the Executive Division Board meetings, including being the online meeting software host, managing the polls, AI transcripts, sharing presentations, and assisting participants as needed. Meetings are multiple days, after‑hours, and often emergency meetings are scheduled at the last minute.
• Perform conference room checks to ensure all meeting technology (screens, audio, cameras, connectivity) is functioning properly prior to scheduled meetings.
• Assist users with hardware and software issues by providing training, written instructions, and answering questions.
• Test new hardware and software to verify compatibility with existing systems
• Educate staff on network security best practices and safe computer usage.
• Develop a working knowledge of the organization’s technology systems, workflows, and business processes.
• Perform other related duties and tasks as assigned.
  
  

Required Knowledge, Education, Experience

• Bachelor’s degree or minimum of 3 years of related experience
• Proficiency in Microsoft Office and Windows 11 computers
  
  

Required Skills

• Ability to learn new systems, as needed.
• A strong comprehension of technical concepts with the ability to communicate them effectively to individuals of various technical abilities, skills, and backgrounds.
• Strong analytical skills with fine attention to detail.
• Ability to multi-task, prioritize and escalate problems and communicate issues.