IT Support Specialist / Service Desk in New York
Role details
Job location
Tech stack
Job description
The Ms. Foundation for Women is seeking a highly skilled and service-oriented IT Support Specialist / Service Desk Analyst to serve as the primary local IT support resource for our New York office and remote staff. This role is a contract-to-hire position and is ideal for a self-motivated IT professional who thrives in dynamic, mission-driven environments and enjoys working closely with end users.
The successful candidate will support a small-to-medium sized organization, provide hands-on technical support across a wide range of technologies, coordinate with third-party vendors, and help ensure the Foundation's IT environment remains secure, reliable, and compliant. This role requires a minimum of 3 days per week onsite and close collaboration with both leadership and staff.
End-User & Desktop Support
- Serve as the primary point of contact for IT support requests from onsite and remote staff
- Provide hands-on and remote support for:
- Windows and macOS desktops and laptops
- Mobile devices (iOS/Android)
- Wi-Fi and network connectivity
- Printers, scanners, and peripherals
- Conference room and A/V systems (Zoom, Teams, hybrid meetings)
- Support remote users using RMM and remote access tools
Systems & Platform Administration
- Administer and support Microsoft 365, including:
- Support Windows 10, 11, and emerging Windows 12 environments
- Assist with onboarding/offboarding of staff, including device setup and access management
Networking & Infrastructure
- Provide first-line support and troubleshooting for local network infrastructure
- Hands-on experience with Ubiquiti network equipment (switches, access points, gateways)
- Troubleshoot LAN/WAN, Wi-Fi, and connectivity issues
- Coordinate with ISPs and managed service providers as needed
Telephony & Communications
- Support and manage VoIP phone systems, including:
- Desk phones and softphones
- New user setup and phone provisioning
- Troubleshooting call quality and connectivity issues
Security, Compliance & Incident Response
- Support endpoint security tools and best practices
- Assist with incident detection, response, and remediation
- Ensure devices are patched, monitored, and compliant with organizational security standards
- Maintain strong awareness of cybersecurity hygiene in a nonprofit environment
Operations, Asset & Vendor Management
- Manage IT asset inventory (laptops, phones, peripherals)
- Track and manage incoming IT support requests and prioritize appropriately
- Escalate complex issues to third-party vendors and MSP partners when required
- Maintain accurate documentation of systems, procedures, and support activities
- Participate in small IT projects and technology improvements
Requirements
- 5-8 years of experience providing IT support for small to medium-sized, fast-paced organizations
- Ability to work independently and manage tasks across multiple priorities, while collaborating closely with a small, distributed team;
- The ability to foster collaborative relationships and work in a team environment with people with diverse backgrounds, experiences, and perspectives;
- Prior experience supporting nonprofit organizations strongly
- Strong experience with:
- Microsoft 365, SharePoint, Entra ID (IntraID), Intune
- Windows 10 / 11 (Windows 12 familiarity a plus)
- macOS environments
- Ubiquiti networking equipment
- VoIP phone systems
- RMM and remote support tools
- Solid understanding of endpoint security, patching, and incident management
- Excellent written and verbal communication skills
- Strong documentation and organizational skills
- Ability to work independently, self-manage priorities, and handle multiple requests simultaneously
- Professional demeanor and strong customer-service mindset
Education & Certifications
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Minimum: Associate's degree in computer science or a related field OR equivalent combination of relevant certifications and experience
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Relevant certifications (Microsoft, CompTIA, networking, security) are a plus
Physical & Location Requirements
- Ability to lift and carry up to 30 lbs.
- Must be able to commute to Brooklyn office, within 1 hour.
- Reliable transportation required
- Minimum of 3 days onsite per week
