IT Support Specialist

IT Support Specialist

Location: New York, NY Department: Information Technology Reports To: Director of Information Technology

The Information Technology (IT) Department of The New Jewish Home, located in the Upper West of Manhattan, is seeking a full time IT Support Specialist, to join our team.

About the Role

The IT Support Specialist plays a critical role in ensuring the efficient operation, maintenance, and security of the organization's technology infrastructure. This position provides hands-on technical support for end users, computer systems, hardware, software, and network connectivity across multiple locations.

The successful candidate will serve as a key resource for troubleshooting technical issues, implementing technology solutions, maintaining system performance, and supporting organizational goals through exceptional customer service. This role also acts as a liaison with the outsourced Help Desk vendor, fostering effective communication and identifying opportunities for service improvement.

Key Responsibilities

Technical Support & Operations

• 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.

System Administration & Deployment

• 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.

Security & Compliance

• 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.

Customer Service & Training

• Deliver exceptional customer service to end users across the organization.
• Communicate technical concepts in a clear and professional manner to both 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.

Additional Responsibilities

• 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.

Required Skills & Competencies

• 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 with the ability to prioritize multiple tasks and projects.
• Ability to work both 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.

Qualifications

Required

• 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 related IT support role.

Preferred

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

Physical Requirements

• 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, and access network wiring, wall jacks, and electrical outlets when required.
• Ability to move furniture when necessary to access IT equipment and infrastructure.

Salary Range: $ 50,000 to $ 60,000 per annum

The New Jewish Home (TNJH) provides a salary range in compliance with New York City's Salary Transparency in Job Advertisements Law. The salary range provided reflects a good-faith estimate of potential base compensation for this position at the time of posting and does not include additional forms of compensation, such as bonuses, incentive pay, differential pay, or other benefits. It may be adjusted in the future. Actual salaries depend on several factors, including location, specialty, years of relevant experience, education, credentials, negotiated contracts, budget considerations, internal equity, and the specific needs of the organization.

EEO/AA Minority/Female/Disability/Veteran

Equal Opportunity Employer: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status. EEO/AA/M/F/Disabled/Vets