IT Specialist

NYC Service; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

NYC Service is hiring an IT Support Specialist in New York City to manage day-to-day IT needs and provide frontline technical support. The ideal candidate will ensure that systems and tools are functional for all user teams, effectively diagnosing and resolving IT issues. Responsibilities include supporting Google Workspace, managing support requests, documenting common solutions, and enhancing user experience. Candidates must be at least 18 years old. Experience with collaboration tools is a plus.

Qualifications

• Minimum age of 18 years.

Responsibilities

• Provide support for Google Workspace and internal systems.
• Respond to and resolve user issues in a timely manner.
• Manage and prioritize support requests through ticketing systems.
• Track, document, and follow up on issues.
• Assist with account setup and password resets.
• Diagnose technical issues and identify root causes.
• Guide users on tools and systems.

Job description

Overview

The IT Support Specialist manages Surmount’s day-to-day IT needs while providing frontline technical support across the organization. As part of the Operations Team, this role ensures systems, tools, and users are supported so teams can work efficiently and without disruption. The role serves as the first point of contact for IT issues, emphasizing responsiveness, problem-solving, and a strong user experience.

Responsibilities

• Provide support for Google Workspace, collaboration tools, and internal systems.
• Respond to and resolve user issues in a timely manner.
• Manage and prioritize support requests through ticketing systems.
• Track, document, and follow up on issues.
• Assist with account setup, password resets, and access issues.
• Coordinate with the Systems Administrator as needed.
• Diagnose technical issues and identify root causes.
• Resolve or escrow complex problems appropriately.
• Guide users on tools and systems.
• Support onboarding for new volunteers.
• Work with IT and cross-functional teams to resolve issues.
• Document common solutions and contribute to knowledge resources.
• Identify recurring issues and suggest improvements.
• Help enhance support processes and user experience.

Requirements

• Age minimum (adult): 18+.

Location: 253 Broadway, 8th floor, New York, NY 10007