The Information Technology ( IT) Department of The New Jewish Home, located in the Upper West of Manhattan, is seeking a full time IT Support Specialist , to join our team.
IT Support Specialist
Location: New York, NY
Department: Information Technology
Reports To: Director of Information Technology
About the Role
The IT Support Specialist plays a critical role in ensuring the efficient operation, maintenance, and security of the organization's technology infrastructure. This position provides hands-on technical support for end users, computer systems, hardware, software, and network connectivity across multiple locations.
The successful candidate will serve as a key resource for troubleshooting technical issues, implementing technology solutions, maintaining system performance, and supporting organizational goals through exceptional customer service. This role also acts as a liaison with the outsourced Help Desk vendor, fostering effective communication and identifying opportunities for service improvement.
Key Responsibilities
Technical Support & Operations
- Provide second-level technical support for desktops, laptops, tablets, printers, mobile devices, peripherals, and related technology systems.
- Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
- Document, track, and resolve support requests through the ticketing system, ensuring timely closure and communication.
- Configure, deploy, and maintain computer hardware, software applications, drivers, and operating systems.
- Perform routine maintenance, updates, and repairs to ensure optimal system performance and security.
- Collect and analyze technical data to diagnose and resolve computer-related issues.
System Administration & Deployment
- Develop, maintain, and manage computer imaging solutions for multiple device models.
- Set up and deploy new workstations and hardware devices.
- Evaluate software compatibility and test new applications prior to implementation.
- Maintain inventory and lifecycle management of IT assets.
Security & Compliance
- Safeguard protected health information (PHI), financial information, and organizational data in accordance with established security and privacy protocols.
- Identify, document, and promptly report information security incidents.
- Promote and model best practices related to information security, confidentiality, and data privacy.
Customer Service & Training
- Deliver exceptional customer service to end users across the organization.
- Communicate technical concepts in a clear and professional manner to both technical and non-technical users.
- Provide training and guidance to help staff maximize technology utilization and prevent recurring issues.
- Escalate unresolved concerns and user dissatisfaction to IT leadership as appropriate.
Additional Responsibilities
- Participate in an on-call rotation to support critical IT issues during evenings, weekends, and holidays.
- Collaborate with IT team members and external service providers to achieve departmental objectives.
- Support special projects and perform other duties as assigned.
