IT Support Specialist

$80,000 - $85,000/Yr

Naacp Legal Defense And Educational Fund - New York, NY

Full-time - Entry Level

Hybrid - New York, NY

About the position

The NAACP Legal Defense & Educational Fund, Inc. (LDF) is seeking an IT Support Specialist to join its team. This role is crucial in assisting with the organization, modification, installation, and support of all aspects of computer, server, and network systems. The IT Support Specialist will serve as a level one technical resource, primarily responsible for managing the IT inbox and providing technical support to staff. The position requires a strong focus on customer service and the ability to communicate effectively with non-technical users. The successful candidate will work closely with cross-functional teams and stakeholders to achieve project goals, ensuring that LDF's technology needs are met efficiently and effectively. As part of a hybrid work environment, the selected candidate will be expected to work in the office at least four days a week. The IT Support Specialist will perform on-site and remote troubleshooting for workstations, networks, and servers, and will collaborate with LDF's service provider to manage technology assets strategically. This includes filtering incoming service request tickets and ensuring that the appropriate parties address them. The role also involves creating and maintaining clear documentation for hardware, applications, and standard operating procedures, as well as assisting in the development and implementation of IT policies and best practices. In addition to end-user support, the IT Support Specialist will manage asset databases, track loaner equipment, and conduct periodic inventory audits. The position requires a working knowledge of video conferencing systems and the ability to conduct regular audits of conference rooms to recommend improvements. Incident management is also a key responsibility, requiring the categorization and escalation of incidents and service requests in line with LDF's processes.

Responsibilities

• Create an environment focused on customer service and customer relations.
• Perform on-site and remote troubleshooting for workstations, networks, and servers.
• Manage LDF's technology assets in an orderly, cost-effective, and strategic manner, including filtering incoming service request tickets.
• Effectively communicate instructions and technical matters to non-technical end-users.
• Consult with LDF staff to understand needs, assess feasibility, and develop effective technology solutions.
• Assist with troubleshooting and providing training for specific LDF equipment, including audio/visual, telephone, smart phone, MiFis, copiers, and printers.
• Provide technical support and assistance outside of normal business hours as required.
• Create and maintain clear, accurate, and informative documentation for hardware, applications, FAQs, and standard operating procedures (SOPs).
• Assist in the development and implementation of IT policy and best practice guides for the organization.
• Manage and support disaster recovery and business continuity solutions.
• Collaborate with IT team members to address complex issues and projects.
• Maintain an asset database and inventory of IT equipment, following appropriate processes and procedures.
• Track loaner equipment for distribution and recovery.
• Conduct periodic inventory audits.
• Support video conferencing systems for small to large conference rooms.
• Conduct regular conference room audits to identify areas for improvement and recommend solutions.
• Categorize and escalate incidents and service requests in line with the LDF's incident management process.

Requirements

• Analysis & Critical Thinking Skills
• Clerical / Administrative Skills
• Communication (oral and written)
• Computer Skills
• Customer / Client Management Skills
• Financial Management Skills
• Process Design Skills
• Project Management Skills

Benefits

• Medical (Empire)
• Dental (Cigna)
• Vision (NVA)
• Flexible spending accounts (Flex Facts)
• Transit/commuter plan
• Life insurance
• AD&D
• Voluntary life & AD&D (UNUM)
• AFLAC
• Employee Assistance Plan
• Health Advocate
• 403b plan with employer match
• Robust vacation, sick, and personal time program