IT Systems & Knowledge Specialist

PURPOSE OF POSITION

The purpose of this position is to strengthen and mature IT support operations through the implementation of standardized processes, systems, documentation, and end-user technology practices. While the role provides direct technical support when needed, its primary focus is improving service delivery, reducing operational friction, enhancing knowledge sharing, and supporting stable, secure, and well-managed technology environments across the organization.

ESSENTIAL FUNCTIONS

• Supports end-user technology operations by managing and resolving technical support requests across multiple service channels while contributing to standardized support practices, documentation, and continuous improvement of IT service delivery
• Diagnoses and resolves hardware, software, operating system, and basic network connectivity issues to minimize disruption to business operations.
• Sustains the standardized deployment, configuration, maintenance, and operational readiness of desktop systems, laptops, printers, and peripheral equipment across the organization.
• Manages workstation deployment and provisioning processes, including operating system configuration, application installation, updates, and adherence to organizational technology and security standards.
• Manages user accounts and access permissions using Active Directory or similar directory services.
• Develops and maintains clear, accurate documentation for end-user support, system processes, troubleshooting procedures, and knowledge base resources while ensuring service requests, resolutions, and operational support activities are properly documented within the help desk system to support training, continuity, and organizational knowledge sharing.
• Maintains accurate records of IT assets, including computers, monitors, and other equipment.
• Identifies recurring technical issues and operational support gaps, helping address them through process improvement, documentation, training, system maintenance, and standardized support practices while independently resolving moderately complex issues and escalating advanced or specialized matters to senior IT staff as appropriate.
• Provides one-on-one and group training, guidance, and user support on organizational systems, supported technologies, IT policies, and technology best practices to improve user adoption, operational consistency, and overall support effectiveness.

QUALIFICATIONS, KNOWLEDGE, SKILLS & ABILITIES

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2+ years of experience in IT support, endpoint management, or technical operations support, including experience troubleshooting end-user systems and working within documented support processes
• Strong knowledge of Windows operating systems, Microsoft 365 applications, and documentation platforms such as SharePoint, Confluence, or similar knowledge management systems.
• Experience supporting and troubleshooting end-user devices within Windows-based business environments; experience supporting Apple devices is a plus.
• Working knowledge of Active Directory, endpoint management tools, ticketing systems, and remote support platforms.
• Understanding of core networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN support.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to independently resolve moderately complex technical issues.
• Ability to create clear, accurate, and user-friendly technical documentation and training materials.
• Strong communication and interpersonal skills with the ability to effectively support both technical and non-technical users.
• Ability to prioritize workload, manage multiple support requests, and operate effectively in a fast-paced environment.
• Demonstrated ability to follow and improve standardized support processes and operational documentation.
• Must successfully complete a technical interview and skills assessment.
• Industry certifications such as CompTIA A+, Network+, or Microsoft certifications.
• Experience with endpoint management tools (PDQ, SimpleMDM, Meraki, Intune, SCCM, or similar).
• Knowledge of cybersecurity practices and endpoint protection solutions.

WORK SCHEDULE

This position requires on-site work Monday through Friday from 8:00 a.m. to 5:00 p.m. Occasional evening or weekend hours may be required to support scheduled operational or project-based initiatives, including but not limited to Summer Camp rollouts and device deployment projects. This role is not eligible for remote work.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Depending on the job, examples of possible items to consider include:

• Ability to walk, stand, and sit (including on the floor) for long periods of time.
• Exposure to communicable diseases and bodily fluids.
• Must be able to lift and/or assist children up to 50 pounds in weight.
• Must be able to lift and carry food and supplies weighing up to 20 pounds.
• Ability to stand or sit while maintaining alertness for several hours at a time.
• Position may require bending, leaning, kneeling, and walking.
• Ability to speak concisely and effectively communicate.
• Visual and auditory ability to respond to critical situations and physical ability to act swiftly in an emergency.
• Ability to view/enter data for long periods of time.