IT Support Specialist

Reports to:  IT Director

Status: Full-time, Nonexempt

Key Responsibilities:

  • Manage IT Support Desk. Provide first line response for users requiring assistance with IT issues; including and not limited to hardware, software, and miscellaneous technical issues; resolve all matters online, in person, or by phone/Skype
  • Image new laptops and workstations for employees, installing all necessary software, and ensuring that all files and data are successfully migrated from old machines to new, as needed
  • Ensure prompt activation/deactivation of employees’ phone and email accounts as they commence or terminate employment
  • Provide group and individual training to new and existing employees regarding the computer and phone systems they are expected to properly use over the course of their employment
  • Maintain support ticket database to track timeliness of addressing and completing service requests
  • Develop and maintain inventory control system for all IT hardware and software
  • Assist IT Director with continually making improvements to IT processes by conferring with users, and analyzing workflow, access, information, and security requirements.
  • Maintain and monitor network performance, troubleshoot issues, and escalate to vendors as appropriate
  • Assemble, disassemble, and relocate employee workstations and other equipment as needed
  • Maintain tracking of equipment assigned to individual departments, locations, and workstations
  • Interact with vendors regarding service contracts, service calls, and payments; track payments to vendors to ensure IT costs stay within budget
  • Provide other assistance as needed

Education, Skills, and Other Qualifications:

  • Bachelor’s degree preferred. Relevant work experience combined with relevant IT certifications will be considered in lieu of degree
  • Two years similar salaried experience
  • IT certifications (CompTIA/Cisco/Microsoft/etc.) preferred
  • Must have working knowledge of fundamental IT infrastructure, concepts, and processes, including and not limited to Subnetting, Windows Server installation and configuration, DNS, DHCP, Group Policies, Virtualization, and other pertinent subjects and concepts, in order to have sufficient background knowledge to address related concerns
  • Familiarity with Microsoft SharePoint a plus
  • Ability to present technical details in an accessible manner
  • Strong technical and organizational skills
  • Excellent written and oral communication skills
  • Ability to multi-task in fast-paced atmosphere
  • Flexible and dependable – This position requires some flexibility around scheduling.  Occasional evening hours required.
  • Ability to take a collaborative, customer service approach to the role
  • Ability to regularly use public transportation between work sites

Job Location: Based in SAGE headquarters in midtown Manhattan; involving regular and extensive travel between all SAGE sites throughout New York City.

Work Environment/Travel: This position is based in a professional office environment, using standard office equipment. Occasional travel to program sites may be necessary per business necessity.

Physical Demands: This position requires standing, walking, bending, kneeling, crouching, climbing and lifting heavy equipment, up to approximately 40 to 50 pounds

Position Type/Expected Hours of Work: This is a full-time, 35-hours-a-week position. Days and hours of work are generally Monday through Friday, 9:30am to 5:30pm, with one hour of unpaid lunch/break time. Certain schedule modifications to include other times may be required, per business necessity. 

Compensation: Competitive salary.  SAGE offers a competitive benefits package as well as an exciting and unique work environment.

How to Apply: Please email your cover letter and resume to careers@sageusa.org with “IT Support Manager” in the subject line. No phone calls.

Application Deadline: Applications will be accepted until position is filled.