IT Support Specialist/ Service Desk

IT Support Specialist/ Service Desk

The Ms. Foundation for Women is seeking a highly skilled and service-oriented IT Support Specialist / Service Desk Analyst to serve as the primary local IT support resource for our New York office and remote staff. This role is a contract-to-hire position and is ideal for a self-motivated IT professional who thrives in dynamic, mission-driven environments and enjoys working closely with end users.

End-User & Desktop Support

• Serve as the primary point of contact for IT support requests from onsite and remote staff
• Provide hands-on and remote support for:
• Windows and macOS desktops and laptops
• Mobile devices (iOS/Android)
• Wi-Fi and network connectivity
• Printers, scanners, and peripherals
• Conference room and A/V systems (Zoom, Teams, hybrid meetings)
• Support remote users using RMM and remote access tools

Systems & Platform Administration

• Administer and support Microsoft 365, including:
• User provisioning and deprovisioning
• Microsoft Entra ID (Azure AD / IntraID)
• Microsoft Intune (MDM/MAM)
• SharePoint Online (basic administration and permissions)
• Support Windows 10, 11, and emerging Windows 12 environments
• Assist with onboarding/offboarding of staff, including device setup and access management

Networking & Infrastructure

• Provide first-line support and troubleshooting for local network infrastructure
• Hands-on experience with Ubiquiti network equipment (switches, access points, gateways)
• Troubleshoot LAN/WAN, Wi-Fi, and connectivity issues
• Coordinate with ISPs and managed service providers as needed

Telephony & Communications

• Support and manage VoIP phone systems, including:
• Desk phones and softphones
• New user setup and phone provisioning
• Troubleshooting call quality and connectivity issues

Security, Compliance & Incident Response

• Support endpoint security tools and best practices
• Assist with incident detection, response, and remediation
• Ensure devices are patched, monitored, and compliant with organizational security standards
• Maintain strong awareness of cybersecurity hygiene in a nonprofit environment

Operations, Asset & Vendor Management

• Manage IT asset inventory (laptops, phones, peripherals)
• Track and manage incoming IT support requests and prioritize appropriately
• Escalate complex issues to third-party vendors and MSP partners when required
• Maintain accurate documentation of systems, procedures, and support activities
• Participate in small IT projects and technology improvements

Position Requirements

• 5–8 years of experience providing IT support for small to medium-sized, fast-paced organizations
• Ability to work independently and manage tasks across multiple priorities, while collaborating closely with a small, distributed team
• The ability to foster collaborative relationships and work in a team environment with people with diverse backgrounds, experiences, and perspectives
• Prior experience supporting nonprofit organizations strongly preferred
• Strong experience with:
• Microsoft 365, SharePoint, Entra ID (IntraID), Intune
• Windows 10 / 11 (Windows 12 familiarity a plus)
• macOS environments
• Ubiquiti networking equipment
• VoIP phone systems
• RMM and remote support tools
• Solid understanding of endpoint security, patching, and incident management
• Excellent written and verbal communication skills
• Strong documentation and organizational skills
• Ability to work independently, self-manage priorities, and handle multiple requests simultaneously
• Professional demeanor and strong customer-service mindset

Education & Certifications

• Minimum: Associate's degree in computer science or a related field
• OR equivalent combination of relevant certifications and experience
• Relevant certifications (Microsoft, CompTIA, networking, security) are a plus

Physical & Location Requirements

• Ability to lift and carry up to 30 lbs.
• Must be able to commute to Brooklyn office, within 1 hour.
• Reliable transportation required
• Minimum of 3 days onsite per week

Compensation

This position is currently accepting applications.