IT Support Specialist

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. IT Support Specialist Location: New York, NY Department: Information Technology Reports To: Director of Information Technology 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.