It Support Specialist

OverviewA catalyst for change, Social Current is the premier partner and solutions provider to a diverse network of over 1,800 human and social service organizations and partners across the U.S., Canada, and beyond.
Collectively, these organizations serve more than 11 million individuals through the 12,000+ human service professionals they employ.
Together with our network, we are activating the power of the social sector to effect broader systemic change that is needed to achieve our vision of an equitable society where all people can thrive.
We offer a range of innovative solutions, including accreditation, consultation, knowledge curation, learning collaboratives, networking, public policy advocacy and mobilization, and training.
Our work is focused on six core, integrated areas for impact and systemic change, including: brain science, trauma-informed approaches; COA Accreditation; child, family, and community well-being; equity, diversity, and inclusion; government affairs and advocacy; and leadership and organizational development.
Social Current's mission is to advocate for and implement equitable solutions to society's toughest challenges through collaboration, innovation, policy, and practice excellence.
Our goal is to move toward upstream, integrated solutions that put equity and community at the center.Job SummaryUnder the general direction of the Senior Director of Information Technology, the IT Support Specialist develops, configures, maintains, supports, and optimizes all systems, network infrastructure, and communication links, while maintaining security governance on all devices in accordance with regulatory policies.
This includes Cloud Services, Internet, LAN/WAN, VOIP, VPN, Wireless, hardware, and software.
The IT Support Specialist is also responsible for second-level helpdesk support and rotating on-call responsibilities.Job RequirementsRequired:Strong experience with Microsoft Cloud systemsExperience with Office 365 Administration and IntegrationExperience with Dynamics 365 Administration and IntegrationExperience with Teams and Teams Voice Administration and IntegrationExperience with Intune Administration and IntegrationExperience with Entra Administration and IntegrationHighly skilled at customer support, incident identification, and problem-solvingStrong working as part of a team and independently, prioritize workload, and perform duties under deadlinesDemonstrated solution-oriented mindset, forward-thinking, and creative problem-solving with high ethical standards and a positive professional imageExcellent written and verbal communicationPreferred:Experience in human services, social impact, or nonprofit sectorsPrior work in an org undergoing structural or cultural transformationExperience launching new service/product lines (especially bundles or professional service offerings)Education RequirementsAssociate or bachelor's degree in information technology or information systems; 5-7 years related experience and/or training; or equivalent combination of education and experienceTravel RequirementsAttend in-person staff meetings/events a minimum of one time annually.Skills and KnowledgeOCCUPATIONALNetwork and Cloud Infrastructure ManagementDevelop, configure, and maintain network infrastructure, Cloud services, and communication systems (LAN/WAN, VOIP, VPN, Wireless)Monitor cloud-based systems for stability, performance, and intrusion detectionMicrosoft Product ManagementDevelop, configure, and maintain Dynamics, Entra, Intune, Exchange, and Teams systemsDevelop, configure, and maintain the M365 ecosystem and O365 systemsMonitor cloud-based systems for stability, performance, and intrusion detectionSecurity Administration and CompliancePerform security administration, troubleshooting, and upgrade planning to ensure optimal performance and compliance with IT policiesEstablish and implement Cloud security best practices to ensure compliance with regulatory standardsCoordinate security testing, compliance licensing, and annual maintenance activities to ensure the effectiveness of security solutionsTechnical Support and Project ManagementProvide helpdesk support, troubleshooting customer desktop, server, and application issuesManage support tickets, ensuring timely completion and escalating issues when necessaryDeliver daily infrastructure support, including change management, service monitoring, and requestsDeliver daily desktop support, including OS updates, application support, hardware inventory, and hardware replacement plansDesign and lead infrastructure projects, defining systems solutions and managing project plans to ensure timely delivery within budget and scopeDocument configuration changes, operational procedures, licensing, and contracts to maintain compliance with IT standardsFOUNDATIONALTechnical Skills and Problem-SolvingStrong troubleshooting skills for customer support, incident identification, and problem resolutionAbility to analyze technical documents, procedures, and regulations effectivelySolution-oriented mindset with forward-thinking and creative problem-solving skillsCommunication and Interpersonal SkillsExcellent written and verbal communication skills with attention to detail and accuracyStrong interpersonal skills with the ability to work collaboratively in a team environment and independentlySkilled in customer service with patience and flexibilityparticularly when handling pressure in an open workspaceContinuous Learning and AdaptabilityDemonstrated learning agility through continued education, research, and enhancement of technical knowledgeJob DescriptionEssential Duties & ResponsibilitiesDutiesRepresent the IT Team with customers, peers, co-workers, and partnersAssess security risks, ensure compliance, and oversee hardware upgrades and troubleshootingTroubleshoot customer support with desktop, server, and application errorsDesign and implement application integrations between disparate systemsComplete tickets and requests thoroughly and on a timely basis, and escalate issues as neededDocument configuration changes, standard operating procedures, licensing, and contracts to achieve compliance with IT policies and proceduresCoordinate security testing, compliance licensing, and annual tune-up activities to ensure the effectiveness of security solutionsDemonstrate learning agility by enhancing technical knowledge through continued education and researchAdminister daily IT support, including change management requests, monitoring, and service requestsAdvise coworkers, consultants, and customers on operations and security practicesDesigns data models and optimizes data access for cloud database systems and services, and ensures high-performance, stable, and durable data systemsSupports management of production, quality assurance, and development environments.
Monitors cloud infrastructure and provides diagnosis, issue resolution, and technical supportProvides on-call support for production systems and applications.
Provides aid as necessary to the marketing technology staff to resolve issues with production activitiesRecommends tools, processes, and methodologies to improve overall department production efficiency, and researches emerging technologies and formulates recommendations on technology solutionsParticipates in code review processes, makes recommendations for improvement, and ensures consistency across multiple project initiativesMentors the IT team on technical topics and supports knowledge-sharing initiativesCreate and manage project plans with goals of delivery on time, within budget, and scope.Other duties or special projects assigned that are needed to help drive our Vision, fulfill our Mission, and abide by our Organization's Values.ResponsibilitiesServe as a Brand Ambassador:Actively represent and promote Social Current's mission, vision, values, and offerings in all professional interactions, ensuring alignment with organizational principles in daily responsibilities and engagement with stakeholders.Commitment and Understanding:Demonstrate an understanding and commitment to Social Current's equity, diversity, and inclusion (EDI) values, and be able to articulate their personal commitment to EDI as it relates to their role at Social Current and beyond.Self-Awareness and Development:Examine their personal biases, assumptions, and attitudes while engaging in ongoing personal and professional development on EDI issues.Promoting an Inclusive Environment:Foster a respectful, diverse, equitable, and inclusive work environment where concerns are effectively addressed, and promote a collaborative workplace that recognizes, celebrates, and rewards EDI.Leadership and Accountability:Communicate the importance of EDI to Social Current's mission to all stakeholders, integrate an EDI mindset into team strategic planning, and address incidents of explicit and implicit bias, including personal biases, while holding individuals accountable for problematic behavior.Pay Range$87,500.00 Annually to $111,563.00 Annually
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