IT Support Specialist

The New Jewish Home•New York, NY

17d•Onsite

About The Position

The IT Support Specialist plays a critical role in the efficient operation, maintenance, and security of the organization’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, supporting effective communication and identifying opportunities to improve service. The position is based in New York, NY, in the Information Technology Department of The New Jewish Home, and reports to the Director of Information Technology. The role includes second-level technical support, system administration and deployment, security and privacy practices, user training, and participation in an on-call rotation for critical issues during evenings, weekends, and holidays. Travel between organizational campuses and facilities may be required.

Requirements

Associate’s degree in Computer Science, Information Technology, or a related field.
CompTIA A+ certification.
Minimum of 3–4 years of experience as a Computer Technician, Desktop Support Specialist, or in a related IT support role.
Strong knowledge of Microsoft Windows operating systems and desktop applications.
Experience troubleshooting hardware, software, and network-related issues.
Excellent customer service and interpersonal communication skills.
Ability to communicate effectively with users, vendors, and colleagues at all levels.
Strong organizational skills and ability to prioritize multiple tasks and projects.
Ability to work independently and collaboratively in a team environment.
Ability to read, understand, and apply technical documentation and manuals.
Commitment to maintaining confidentiality and data security standards.
Ability to travel between organizational campuses and facilities as needed.
Ability to lift and move computer equipment, monitors, printers, and related hardware.
Ability to bend, kneel, climb, access network wiring, wall jacks, and electrical outlets, and move furniture as needed.

Nice To Haves

Experience supporting healthcare or multi-site environments.
Familiarity with ticket management systems and asset tracking tools.

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 support 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 before implementation.
Maintain IT asset inventory and lifecycle management.
Safeguard protected health information (PHI), financial information, and organizational data according to security and privacy protocols.
Identify, document, and promptly report information security incidents.
Promote and model information security, confidentiality, and data privacy best practices.
Deliver 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 use technology effectively and prevent recurring issues.
Escalate unresolved concerns and user dissatisfaction to IT leadership as appropriate.
Participate in an on-call rotation for 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.
Travel between organizational campuses and facilities as needed.
Lift and move computer equipment, monitors, printers, and related hardware; bend, kneel, climb, and access network wiring, wall jacks, and electrical outlets when required; and move furniture when necessary to access IT equipment and infrastructure.