IT Support Specialist

The New Jewish Home•New York, NY

19d

About The Position

The IT Support Specialist plays a critical role in ensuring the efficient operation, maintenance, and security of The New Jewish Home’s technology infrastructure. The position provides hands-on technical support for end users, computer systems, hardware, software, and network connectivity across multiple locations. The specialist troubleshoots technical issues, implements technology solutions, maintains system performance, and supports organizational goals through customer service. The role also serves as a liaison with the outsourced Help Desk vendor, fostering effective communication and identifying opportunities for service improvement. The position is based in New York, NY, within the Information Technology Department, and reports to the Director of Information Technology. It is a full-time role. The specialist participates in an on-call rotation supporting critical IT issues during evenings, weekends, and holidays.

Responsibilities

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.
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.
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.
Deliver exceptional customer service to end users across the organization.
Communicate technical concepts clearly and professionally to 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.
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.