IT Support Specialist

About the role:

The IT Support Specialist supports the Senior Director of IT and Operations (Director) for the management and support of all technological, electronic and telecommunication activities to ensure that Reproductive Freedom for All effectively utilizes technology to achieve its strategic goals. Along with the Director, the Specialist analyzes, designs, tests, and evaluates network systems, internet, intranet, and other data communications systems as well as all electronic devices.

Location: Washington, DC

Reports to: Senior Director of IT and Operations

Positions Directly Reporting to this Position: N/A

This Position Is: Full Time, FLSA Non-Exempt, Non-Union

Salary: $50,000 - $58,000

Responsibilities:

• Ensures support for Reproductive Freedom for All staff in troubleshooting and correcting technology problems;
• Assists in managing the installation of all technology, electronics and telecommunications systems with vendors at Reproductive Freedom for All offices;
• Supports the Director in the daily operations of the organization, including physical office space;
• In collaboration with the Director, implements and maintains strategic goals for enterprise-wide processes to promote efficiency and effectiveness;
• Assists the Director in conducting research into potentially useful technology and telecommunication applications and programs for both current and future use;
• Assists the Director with ensuring technology vendors and provider invoices are paid timely;
• Inform staff of key technologies through training and application;
• Assists the Director in developing innovative resources and tools to extend the benefits of Reproductive Freedom for All's use of technology;
• Assists the Director in maintaining IT Policy and ensuring network and cyber security including, but not limited to, identifying and maintaining best practices, supporting staff through training and updates, investigating cybersecurity incidents, etc.;
• Prepare written materials including "How to" documentation, instructions, directions, and trainings/walkthroughs for Reproductive Freedom for All staff;
• Assists with implementing all technology and telecommunication policies;
• Collaborates with the Director on developing, preparing, and implementing the annual IT & Operations budget;
• In collaboration with the Director, supports IT and infrastructure requests from the General Counsel & COO as needed;
• In collaboration with the Director and General Counsel & COO, strategizes on the development of org-wide policies and supports the implementation and consistent application of said policies;
• Other duties consistent with the duties and qualifications outlined herein may be assigned.

Qualifications:

• At least two to three years' experience working in the information technology field, preferably at a small-medium sized business or non-profit organization, or Bachelor's degree in information technology or related field;
• Demonstrated expertise in communications and information technology, to include hardware, software, and electronic equipment; and local area network administration;
• Solid technical knowledge with ability to troubleshoot, including remote support for both macOS and Windows operating systems;
• Strong interpersonal skills, and the ability to collaborate with internal and external stakeholders;
• Demonstrated ability to communicate clearly and effectively and to share technological information in an easily understandable way;
• Knowledge of troubleshooting issues with macOS and Windows 11;
• Knowledge of Mobile Device Management (MDM) frameworks;
• Experience with Google Workspace, Zoom (both video conferencing and VoIP phone), and Slack;
• Experience with Google Drive; individual drive and Shared Drive permissions;
• Experience in and desire to work with individuals of different backgrounds, and support for a workforce that values diversity, equity, and inclusion;
• Cultural competency and an appreciation for diverse thought and ideas;
• Ability to set priorities, coordinate multiple projects, manage details, and work effectively;
• Demonstrated ability to train staff on IT systems;
• Appreciation for and commitment to a customer service approach;
• Clear understanding of, and commitment to, Reproductive Freedom for All's mission, values, and goals.

OPTIONAL: Nice-to-haves (or excited-to-learns):

• Experience working with nonprofits preferred, ideally with background in the reproductive rights, environmental or social justice communities;
• Experience with cloud-based IdP and MDM providers with compatibility for Apple MDM and Windows MDM;
• Experience with any of these systems is a plus: JumpCloud, Monday, Cisco security products (Meraki, Umbrella, Secure Endpoint EDR & XDR), Envoy, Sage Intaact, Cloudflare, 1Password, Zoom, Slack;
• Helpdesk-type troubleshooting user issues.