IT Systems & Support Specialist -07-21

Knowledge Builders Inc; City of Albany (NY); On-site; USD 70,000 - 95,000; Full time

Job summary

Knowledge Builders Inc in Albany, NY is seeking an IT Systems & Support Specialist to manage databases, support applications, and develop reports for business users. You will handle help desk tasks, document IT processes, and help develop policies to improve operations.

The role emphasizes accurate data handling, cross-system integrations (ERP/HR/payroll), and proactive end-user support while maintaining records and ensuring security policy compliance.

Qualifications

• Associate degree or equivalent work experience in IT.
• 2–4 years IT support, database, or systems experience.
• Certifications such as CompTIA A+ or Microsoft SQL/Data certs are a plus.

Responsibilities

• Own and administer company databases, ensuring accuracy, integrity, and availability.
• Launch, install, configure, and update internally hosted web and desktop applications.
• Build, run, and maintain reports to support business needs.
• Respond to and resolve help desk tickets as part of a three-person team.
• Document team procedures, system configurations, and workflows.
• Draft, maintain, and improve IT policies and procedures, including CMMC/NIST 800-171 compliance.

Skills

SQL

Application support

Report writing

Microsoft 365

Web/Desktop apps

ERP integration

Hardware troubleshooting

Documentation

AI tools

Education

Associate degree or equivalent

Tools

Microsoft certifications

Job description

Job Description

The IT Systems & Support Specialist supports the day-to-day technology needs of the organization, with primary focus on database support, application support and deployment, and report creation. The role also provides help desk support, maintains documentation and records, develops policies and procedures, and performs routine system maintenance. The ideal candidate is detail-oriented, organized, disciplined, and eager to learn.

Key Responsibilities

Database Support

• Own and administer company databases, ensuring accuracy, integrity, and availability.
• Run queries, manage records, and perform routine database tasks such as data entry, cleanup, and validation.
• Support projects that connect databases with other business systems, including building and maintaining integrations between core platforms such as ERP and payroll/HR systems.

Application Support & Deployment

• Launch, install, configure, and update internally hosted web applications and desktop applications.
• Work with employees to understand their needs and fulfill software requests.
• Identify and recommend internal applications that improve clarity, efficiency, or other operational needs.
• Support end users with application access, setup, and troubleshooting.
• Coordinate application updates and verify functionality after changes.

Reporting

• Build, run, and maintain reports to support business needs.
• Gather reporting requirements from staff and format outputs for clarity.
• Verify report accuracy and assist users in interpreting results.

Help Desk & End-User Support

• Respond to and resolve help desk tickets as part of a three-person support team.
• Provide first- and second-line support for hardware, software, and access issues.
• Escalate complex issues and follow through to resolution.

Documentation & Record Keeping

• Document team procedures, system configurations, and workflows.
• Maintain accurate IT records, including asset inventory, accounts, and configuration details.
• Keep documentation current as systems and processes change.

Policy & Procedure Development

• Draft, maintain, and improve IT policies and standard operating procedures.
• Support CMMC implementation and ongoing compliance maintenance.

Qualifications

Education & Experience

• Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 2–4 years of experience in an IT support, database, or systems role.
• Relevant certifications a plus, such as CompTIA A+, a Microsoft data/SQL associate certification, or other Microsoft certifications.

Technical Skills

• Experience administering relational databases and writing SQL queries.
• Experience supporting and maintaining web-based and desktop applications.
• Experience creating and maintaining reports.
• Familiarity with integrating business systems such as ERP and payroll/HR platforms.
• Solid PC hardware and software troubleshooting skills.
• Proficiency with Microsoft 365 applications.

Preferred Skills

• ERP report creation.
• Familiarity with CMMC and NIST 800-171 requirements.
• Effective use of AI tools to assist with coding, troubleshooting, documentation, and routine tasks.

Professional Skills

• Strong work ethic, organization, and discipline.
• Follows direction well and applies feedback to improve work.
• Communicates progress, blockers, and completion status clearly and proactively.
• Detail-oriented, meticulous, and accurate in record keeping and documentation.
• Eager and able to learn new systems and processes quickly.
• Effective time management and ability to handle multiple priorities.
• Maintains confidentiality and handles sensitive information responsibly.

We provide equal employment opportunity for all applicants and employees regardless of race, color, sex, gender identity, gender expression, religion, age, national origin, citizenship, disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military/veteran status, or any other protected basis.