IT Specialist

About the Company

ISSA is seeking an IT Specialist to serve as the primary internal technology contact and liaison between staff and its managed service provider (MSP). The role focuses on IT process governance, vendor coordination, asset and SaaS management, cybersecurity support, and technology projects, with an opportunity to grow into project management responsibilities.

About the Role

The IT Specialist will oversee and coordinate day-to-day technology processes, ensuring IT requests and escalations are handled efficiently, onboarding and offboarding processes are completed accurately, technology inventories remain current, and staff technology needs are addressed. Working closely with the Fractional CIO and MSP, this role will provide reliable follow-through across IT operations while supporting technology evaluations, security practices, and cross-functional projects.

Responsibilities

MSP Liaison & Escalation Management

• Serve as the primary internal liaison between ISSA staff and the managed service provider (MSP).
• Coordinate day-to-day IT support requests and escalate issues requiring additional attention.
• Track open tickets and issues through resolution, following up with the MSP to ensure timely and quality service.
• Monitor MSP performance against service expectations and escalate recurring or unresolved issues to the Fractional CIO.
• Serve as a go-to technical contact for staff, directing requests to the MSP and providing basic first-line guidance when appropriate.

IT Process Governance & Onboarding/Offboarding

• Own and govern IT onboarding and offboarding processes.
• Coordinate account provisioning, equipment setup, and access changes with the MSP.
• Maintain clear documentation and checklists for recurring IT processes.
• Help enforce IT standards, access controls, and technology best practices.

IT Asset & Inventory Management

• Maintain accurate inventories of hardware, software licenses, and SaaS subscriptions.
• Track asset assignments, lifecycle status, warranties, replacement schedules, and licensing costs.
• Order and manage basic hardware and peripherals, including mice, keyboards, and monitors.

SaaS & Technology Evaluation

• Research and evaluate SaaS platforms and technology tools requested by staff.
• Assess functionality, cost, security, and integration considerations.
• Support the intake and approval process for new technology requests.
• Partner with the Fractional CIO on recommendations for new or replacement systems.

Cybersecurity & Data Protection

• Support basic cybersecurity practices, including access controls, password policies, and software update compliance.
• Coordinate security-related activities with the MSP.
• Help monitor and escalate potential security issues.
• Support backup and business continuity processes.

IT Projects & Project Management

• Support IT and cross-functional projects, including system rollouts, migrations, and process improvements.
• Assist with project documentation, timelines, and coordination across the MSP and other vendors.
• Take on increasing project management responsibility for IT initiatives as experience grows.

Qualifications

Education

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent hands-on IT experience.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.

Experience

• Minimum of 2 years of experience in IT support, IT coordination, or systems administration.
• Experience working with a managed service provider (MSP) is ideally preferred.

Core Skills

• IT support and systems administration
• MSP and vendor