IT Systems & Support Specialist

JFF • Columbia, WA

13h • $90,000 - $100,000 • Hybrid

About The Position

Reporting to the IT Operations Manager, the IT Systems & Support Specialist plays a central role in delivering a high-quality technology experience for JFF staff by providing exceptional service desk support, managing incidents, executing onboarding/offboarding workflows, administering SaaS applications, and ensuring staff have the tools, access, and knowledge they need to succeed. This role is part of JFF’s IT Operations team and will partner closely with colleagues across IT, People & Culture, Finance, and other departments to maintain seamless technology operations, strengthen digital literacy, and support organization-wide events. This position is ideal for a detail-oriented, service-minded technologist who enjoys solving problems, documenting solutions, enabling staff, and improving operational workflows. In this role you will have the opportunity to interface regularly with JFF staff members at all levels and external partners or clients as needed. The IT environment includes a 95% Mac OS, 5% Windows OS device mix and a primarily cloud-based SaaS ecosystem with minimal on-premise infrastructure. End-user computing is supported through mobile device management and remote support tools, while collaboration and productivity are driven by Microsoft 365 (Exchange, Teams, OneDrive, SharePoint). Identity, access, and security are centrally managed, and the IT team focuses on SaaS administration, endpoint management, access controls, integrations, and user experience rather than traditional server maintenance. This is an exciting opportunity for someone who is looking to grow and apply their technological knowledge and IT support experience to hit the ground running and support a growing, mission-driven organization.

Requirements

• You bring 6-8 years of experience in IT support, service desk work, or systems administration in a Mac-heavy environment.
• You possess strong knowledge of MacOS (required) and Windows OS (preferred).
• You have strong experience administering Microsoft 365 (Entra ID, Exchange, SharePoint, Teams, OneDrive, etc.
• You have strong experience with ITSM tools (e.g., Zendesk), MDM platforms (e.g., Jamf), and remote support tools (TeamViewer, etc.).
• You possess and understanding of identity & access management principles, MFA, SSO, and basic cybersecurity practices.
• You are familiar with on-premise IT infrastructure operations and maintenance, including networking equipment such as routers, switches, firewalls, wireless access points, and supporting hardware like servers and storage devices.
• You are a resourceful, self-starting, critical thinking problem solver who can troubleshoot a wide range of technical issues and quickly diagnose technical issues as they arise.
• You are highly capable of learning new software and platforms quickly.
• You have a customer-centric mindset with exceptional written and verbal communication.
• You have the ability to balance multiple priorities, manage SLAs, and follow structured processes.
• You have experience creating documentation and training materials to support end-user learning.
• You are dependable and willing to work a flexible hybrid schedule with the need for on-site and occasional inconsistent hours dictated by IT issues and meeting/event schedules.
• You are willing to roll up your sleeves on a wide range of work, from higher-level systems administration and incident management to hands-on tasks like A/V setup, equipment moves, and in-room tech support.
• No task is too small when it supports JFF staff and mission.
• You are comfortable working in a less rigid, fast-changing environment where priorities can shift and not everything is fully scripted or documented.

Responsibilities

• Act as a point of contact for IT service desk requests—triaging, diagnosing, and resolving incidents across hardware, software, accounts, and SaaS platforms.
• Use the ITSM platform (Zendesk) to log, classify, and manage tickets; ensure timely resolution within established SLAs, escalating complex issues as needed to the appropriate parties.
• Conduct root-cause analysis on recurring issues and propose process enhancements.
• Provide remote and onsite support, with excellent communication and customer-service skills.
• Execute end-to-end technology onboarding for new hires, including device provisioning, account creation, license assignment, equipment shipping, and orientation training.
• Execute end-to-end technology offboarding for departing staff, including removing access, coordinating equipment return, managing file archiving, and ensuring proper license reclamation.
• Partner with People & Culture to execute workflows and maintain a consistent experience for incoming and departing staff.
• Maintain accurate inventories of all software licenses, and SaaS subscriptions.
• Monitor license usage and renewal cycles.
• Support procurement workflows for end-user hardware, peripherals, and software.
• Provide Tier-1/Tier-2 administration for major platforms including Microsoft 365, Asana, Salesforce, Glean, Domo, and other organizational SaaS systems.
• Support application setup, access management, MFA configuration, and basic configuration changes.
• Assist in monitoring health, integrations, and user experience across JFF’s SaaS ecosystem.
• Create and maintain knowledge base articles, how-to guides, and short training videos to improve digital literacy and reduce repeat incidents.
• Conduct small-group or 1:1 training sessions on common tools (Microsoft 365, conferencing platforms, device basics, digital security, etc.).
• Contribute to improving IT documentation, processes, and SOPs.
• Assist with device setup and maintenance of organizational hardware including laptops, monitors, peripherals, printers, and networking equipment.
• Assist with troubleshooting Mac/Windows devices, network equipment, A/V equipment, and conference room technology.
• Provide live tech support for internal and external events, including Teams/Zoom sessions, hybrid meeting setups, and A/V needs.
• Assist Event teams and external A/V vendors on technical requirements, equipment, and day-of support needs.

Benefits

• At JFF, we’re fueled by the desire to create a world where everyone has equal opportunity for economic advancement. Our team works hard to push the boundaries of what is possible, and in return, we provide a gratifying work experience, competitive salaries, and a comprehensive benefits program that includes flexibility and choice as core values in order to support people wherever they are in their lives and careers.
• JFF offers a flexible PTO policy.
• To improve the employee experience and promote productivity while working remotely, JFF offers an annual home office stipend to all regular full-time and part-time employees.
• In addition, new employees receive office equipment as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed