IT Systems Specialist

Regional Food Bank of Northeastern NY•Montgomery, NY

1d•Onsite

About The Position

The IT Systems Specialist provides hands-on, day-to-day technology support for Food Bank staff across departments and locations. The role combines Level 1 and Level 2 desktop support, Microsoft 365 and Active Directory administration, and administration and support of core business applications. Training is provided on the Food Bank's specific systems. The position is part of a small IT team and supports the Food Bank's mission through dependable, practical technology service. This is a full-time, non-exempt, in-office position, initially on site Monday through Friday. A hybrid option may become available over time, but any remote work must be approved in advance by the Director of IT Services. Occasional travel between Food Bank locations is required. The position works primarily in a typical office setting and may also involve exposure to extreme temperatures in a warehouse setting. Work may involve extended periods of sitting, standing, bending, listening, talking, visual concentration, writing, and computer use, with routine opportunities to change physical position or eye focus. Occasional lifting and moving of equipment is required; lifting should not normally exceed 30 pounds.

Requirements

Associate degree in information technology, computer science, or a related field, or equivalent education and work experience.
At least two years of experience in IT support or desktop support.
Strong troubleshooting skills and comfort working with both hardware and software.
Strong interpersonal skills, including the ability to explain technical issues clearly and patiently to staff at all levels.
Working knowledge of Microsoft 365 and common office software.
Willingness and ability to learn multiple new systems quickly.
Ability to manage multiple priorities and respond to urgent issues.
Discretion in handling confidential and sensitive information.
Valid driver's license and clean driving record, as some travel is required.

Nice To Haves

Experience administering Active Directory and Microsoft 365 user accounts and permissions.
Experience with RingCentral, Primarius, Blackbaud Raiser's Edge NXT, or similar platforms.
Experience working with vendor support teams or managed service providers.
Experience writing technical documentation or user guides.
Experience in a nonprofit or community service environment.

Responsibilities

Provide Level 1 and Level 2 desktop support, troubleshooting hardware, software, printers, phones, network access, and Microsoft 365.
Work directly with staff at desks, in warehouse areas, and at other locations to resolve problems in a timely manner.
Communicate clearly and courteously with staff from initial report through resolution.
Perform workstation setup, upgrades, and basic maintenance; identify recurring issues and recommend practical fixes.
Create, modify, and deactivate user accounts, permissions, and system access according to organizational procedures.
Support employee onboarding, transfers, and offboarding for devices, accounts, software access, and phone systems.
Coordinate with Human Resources and department leaders on timely technology setup, changes, and equipment retrieval.
Maintain accurate records of system access and account status.
Administer and serve as the primary support contact for internal software, including RingCentral, Primarius (P2), Blackbaud Raiser's Edge NXT, and other organizational applications as required.
Support daily use and maintenance of business applications across departments and locations, answer user questions, and provide practical guidance and training.
Coordinate with vendor support and the managed service provider on issues, provide details, follow up, and escalate when needed.
Test vendor-provided fixes and updates to confirm they work before closing issues.
Document IT processes and procedures, update documentation as systems and processes change, and create simple how-to guides and reference materials for staff.
Keep privileged and confidential information in the strictest confidence.
Maintain professional and technical knowledge through ongoing learning.
Set up IT equipment for meetings, events, and other Food Bank functions as needed.
Adhere to the Food Bank's Employee Code of Conduct, maintain a clean and safe workspace, and follow safety standards and procedures.
Perform other duties as assigned.