IT Support Specialist

The IT Support Specialist provides day-to-day technical support to staff across the organization, ensuring reliable operation of user devices, applications, and communication tools.

This role focuses on end-user support and basic system administration while working in coordination with an external IT provider responsible for cybersecurity, infrastructure, and strategic IT management.

ESSENTIAL RESPONSIBILITIES

• Provides technical support to end users via phone, in-person, and remote support
• Installs, configures, and maintains user devices including desktops, laptops, printers, and mobile devices
• Assists with onboarding and offboarding of employees, including account setup, access provisioning, and equipment deployment or recovery
• Supports voice, phone, and video conferencing systems, including Webex, Zoom, and Verizon platforms
• Installs and maintains standard software applications such as operating systems, Microsoft 365 applications, and approved business tools
• Connects users to organizational systems and provides basic training on applications and tools
• Maintains inventory of IT equipment and coordinates procurement of hardware and accessories
• Coordinates with external vendors for escalated technical issues, system changes, and service requests
• Assists with routine system tasks such as applying updates, verifying backups, and following established security procedures under guidance
• Documents issues, resolutions, and procedures to support consistency and knowledge sharing
• Provides updates, status, and completion information to users and leadership as needed
• Refers advanced technical issues and system-level concerns to the external IT provider

WORK HOURS, SCHEDULEFLEXIBILITY

Up to 30 hours weekly, with the potential to move into a full-time, benefits-eligible role. Flexible scheduling available based on business needs and employee availability.

• Engage in respectful and ongoing communication and problem solving with others
• Act as a positive and professional ambassador for the Agency both internally and in the greater community
• Excellent written and oral communication skills

PROBLEM SOLVING AND JUDGEMENT

• Follow established procedures and escalate issues appropriately when needed
• Demonstrate initiative while operating within defined guidelines and support structure
• Maintain a work environment that is safe, respectful, and supportive
• Handle standard technical issues independently and coordinate resolution of more complex situations with external support resources, * 1-3 years of experience in an IT support or helpdesk role
• Some college or technical education preferred, or equivalent hands-on experience
• Experience supporting Windows workstations, common business applications, and basic networking concepts
• Familiarity with Microsoft 365 environment (Outlook, Teams, OneDrive)
• Ability to follow documented processes and accurately track work in a ticketing system
• Strong troubleshooting skills with the ability to identify issues and escalate appropriately
• High attention to detail with a focus on accuracy and consistency
• Strong organizational and time management skills, able to manage multiple requests effectively
• Ability to communicate clearly and professionally with non-technical users
• Dependable, responsive, and able to work within a structured support environment