IT Support Specialist

IT Support SpecialistBraven is a national nonprofit that prepares promising college students to secure a strong first opportunity after college graduation through a career-accelerating program.We work with higher education and employer partners to offer a life-changing experience that begins with a semester-long course for college students, followed by support that lasts through graduation.Together, our ambition is to help rebuild the middle class and revitalize the American Dream.In order to achieve its ambition of serving 80,000-100,000 Fellows over the next decade, Braven is hiring an IT Support Specialist who will keep our day-to-day IT support queue running smoothly. As a member of the IT team, you will be the first point of contact for Braven staff experiencing hardware, software, or account issues, making sure tickets are triaged and resolved quickly so the rest of the organization can stay focused on serving our Fellows.This role is on the IT team and reports directly to the Head of Workplace Technology & Operations.Helpdesk & Ticket Queue Management (60%)Serve as first point of contact for IT support requests submitted through our ticketing platform (Jira Service Management)Triage, prioritize, and resolve tickets in a timely manner, escalating complex issues to the IT Systems Engineer or Systems Architect as neededSet up, configure, and deploy hardware (laptops, monitors, peripherals) for new hires and existing staffSupport employee onboarding and offboarding from an IT equipment and access perspectiveEnd-User Support & Training (25%)Provide friendly, patient day-to-day technical support to staff on hardware, software, and common applications (e.g., Google Workspace, Zoom, Slack)Create and maintain simple how-to guides and FAQs for common issuesHelp staff get comfortable with new tools and features as they're rolled outIT Asset Management (15%)Track and maintain inventory of IT hardware and equipmentSupport basic device management tasks using our MDM toolOther duties as assigned