IT Specialist

Job Description

Job Description

The IT Specialist at ISSA serves as the primary internal point of contact and liaison between staff and ISSA's managed service provider (MSP), which handles the majority of day-to-day IT issues. This role provides oversight, coordination, and governance of ISSA's technology processes—ensuring escalations are resolved quickly, IT processes are followed consistently, and technology needs are met.

The position emphasizes process ownership and governance (including onboarding/offboarding, IT asset and SaaS inventory management, and technology evaluation), vendor and MSP coordination, and reliable follow-through. Working closely with the Fractional CIO, this role is expected to grow into supporting and eventually leading project management for ISSA's technology initiatives.

Key Responsibilities

MSP Liaison & Escalation Management

· Serve as ISSA's primary internal liaison with the MSP, coordinating day-to-day support requests and escalating issues that require additional attention.

· Track open tickets and issues through to resolution, following up with the MSP to ensure timely, quality service.

· Provide oversight of MSP performance against service expectations, flagging recurring or unresolved issues to the Fractional CIO.

· Act as the go-to technical contact for staff, directing requests to the MSP and providing basic first-line guidance when appropriate.

Process Governance & Onboarding/Offboarding

· Own and govern ISSA's IT onboarding and offboarding processes, ensuring account provisioning, equipment setup, and access changes are completed accurately and on time in coordination with the MSP.

· Establish and maintain clear documentation and checklists for recurring IT processes.

· Help enforce IT standards, access controls, and best practices across the organization.

Asset & Inventory Management

· Maintain accurate, up-to-date inventories of hardware, software licenses, and SaaS subscriptions.

· Track asset assignments, lifecycle status (e.g., warranty, replacement schedules), and licensing costs.

· Order and manage simple hardware and peripherals (e.g., mice, keyboards, monitors) for staff as needed.

SaaS & Technology Evaluation

· Research and evaluate SaaS platforms and tools requested by staff, assessing functionality, cost, security, and integration considerations.

· Support the intake and approval process for new technology requests.

· Partner with the Fractional CIO on recommendations for new or replacement systems.

Cybersecurity & Data Protection

· Support basic security practices, including access controls, password policies, and software update compliance, in coordination with the MSP.

· Help monitor for and escalate potential security issues.

· Support backup and business continuity processes.

Project Support & Growth

· Support IT and cross-functional projects, such as system rollouts, migrations, or process improvements.

· Assist with project documentation, timelines, and coordination across the MSP and other vendors.

· As experience grows, take on increasing project management responsibility for IT initiatives.

Duties and Responsibilities

· Serve as ISSA's day-to-day liaison with the MSP for support requests and escalations.

· Own governance of onboarding/offboarding processes and IT asset and SaaS inventories.

· Research SaaS tools and support technology purchasing decisions.

· Support IT projects, with growth toward project management responsibility over time.

Qualifications

Education

· Associate's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on IT experience, required.

· Relevant certifications (e.g., CompTIA A+, Network+, Microsoft) a plus.

Experience

· Minimum of 2 years of IT support, coordination, or systems administration experience, ideally working with a managed service provider (MSP).

· Experience managing IT assets, software licenses, or vendor relationships preferred.

· Exposure to basic project coordination or project management preferred.

· Experience with, or knowledge of, Salesforce is a strong plus.

Skills & Competencies

· Strong organizational skills with the ability to manage multiple processes and priorities.

· Comfortable coordinating with and holding external vendors/MSPs accountable to service expectations.

· Detail-oriented with strong documentation habits.

· Basic understanding of cybersecurity best practices.

· Clear, patient communication with non-technical staff.

· Interest in and aptitude for growing into IT project management.

· Familiarity with Salesforce a plus.