IT Support Specialist - Volunteer Role

The Donovan's Venom, INC. Is a non-profit 501(c)(3) tax exempt organization dedicated to taking music, art, and entertainment to those who need it the most. The Donovan's Venom, INC. Caters to no particular individual(s) yet pledges relief to impaired or deprived individuals who are in need of musical,visual, comedic, and-or any alternative forms of liberation-through fine art & entertainment. The Donovan's Venom INC. Gives its resources to individuals who don't have the means or access. , About Us The Donovan’s Venom is a 501c3 nonprofit organization focused on curating universal accessibility to fine arts and music education for all. We are passionately dedicated to ensuring that everyone, regardless of financial circumstances, has access to high-quality music education, performance opportunities, and fine art. We aim to inspire, empower, and uplift communities by fostering a love for music and the arts through our commitment to education, inclusivity, diversity, and social impact, which drives us to expand our reach continually and enrich the lives of those we serve. Position Overview The IT Support Specialist is responsible for providing frontline technical support to users across the organization, ensuring that technology-related issues are resolved quickly and effectively. This role supports day-to-day technology needs, including troubleshooting system issues, assisting with access and tools, and helping users navigate organizational systems. The IT Support Specialist plays a critical role in maintaining productivity and ensuring a positive user experience. This position serves as the first point of contact for technical support, escalating more complex issues as needed. Key Responsibilities Technical Support & Help Desk ServicesProvide frontline technical support forGoogle Workspace tools Collaboration platforms Internal systems and applications Respond to user inquiries and support requests Diagnose and resolve technical issues efficiently Ticket Management & Issue TrackingManage and track support requests through ticketing systems Prioritize issues based on urgency and impact Ensure timely resolution and follow-up Maintain accurate records of issues and resolutions User Account & Access SupportAssist withAccount setup Password resets Access issues Coordinate with Systems Administrator for account provisioning Ensure users can access required tools and systems Troubleshooting & Problem ResolutionIdentify root causes of technical issues Provide solutions or workarounds Escalate complex issues to appropriate teams (e.g., Systems Admin, Security, Applications) Follow up to ensure issues are fully resolved User Guidance & Training SupportAssist users in understanding and using systems effectively Provide guidance onBest practices for tools and systems Basic troubleshooting steps Support onboarding by helping new volunteers navigate systems Collaboration with IT TeamsWork closely withSystems Administrators IT Operations Manager Applications & Platforms teams Ensure seamless handoff of issues when escalation is required Provide feedback on recurring issues and system improvements Documentation & Knowledge Base ContributionDocument common issues and solutions Contribute to knowledge base and support documentation Help create user guides and FAQs Ensure documentation is clear and up to date Support for Onboarding & OffboardingAssist with onboarding byHelping new users access systems Providing initial technical support Support offboarding by ensuring access is removed or updated Coordinate with HR and IT teams Monitoring & FeedbackMonitor trends in support requests Identify recurring issues and recommend improvements Provide feedback to IT leadership on system usability and user challenges Continuous Improvement & Service ExcellenceStay informed on system updates and tools Improve support processes and user experience Promote a service-oriented approach to IT support Continuously enhance technical knowledge and skills Volunteer Commitment Expectations Estimated Commitment 6–10 hours per week Availability Flexible, with expectation of responsiveness to support requests Participation in IT coordination and support activities required Minimum Qualifications Basic to intermediate knowledge of IT systems and tools 1–3 years of experience in IT support or related roles (or equivalent experience) Familiarity withGoogle Workspace Collaboration tools Strong problem-solving and troubleshooting skills Preferred Qualifications Experience in help desk or technical support environments Experience in nonprofit or volunteer organizations Experience working in remote or distributed teams Familiarity with ticketing systems Important Disclaimer As a 100% volunteer-led U.S. nonprofit organization, we may engage volunteers located outside the United States. International volunteer participation is subject to applicable U.S. sanctions and export-control requirements, data privacy and information-security requirements, background screening where appropriate, and confirmation that the volunteer’s country and assigned responsibilities have been approved by the organization. This is a volunteer position and does not constitute employment.