IT Helpdesk Support

Job Description

Job DescriptionDescription:

JOB TITLE: IT Help Desk Technician

REPORTS TO: Director of Operations

DEPARTMENT: Operations

FLSA STATUS: Non Exempt

Non-Union

POSITION SUMMARY:

Somerville Cambridge Elder Services, is seeking a proactive, hands-on IT Support Specialist to lead our day-to-day technology operations. In this role, you will serve as the primary technical support resource for our staff, ensuring that our systems, tools, and infrastructure run smoothly and securely.

This is a unique opportunity to have a wide impact—balancing direct support with system administration and strategic input—while working in a collaborative, purpose-driven environment. The ideal candidate is a self-starter who can wear multiple hats, support both staff and systems, and guide the organization in making smart, sustainable technology decisions.

JOB RESPONSIBILITIES AND PERFORMANCE STANDARDS:

Lead Technical Support Operations

· Serve as the primary point of contact for all IT support needs, delivering Tier 1 and Tier 2 assistance across hardware, software, and systems.

· Manage helpdesk requests, prioritize tasks, and resolve issues promptly to minimize staff downtime.

· Identify recurring issues and implement long-term solutions to improve IT service quality.

Manage IT Onboarding and Offboarding

· Coordinate all IT aspects of staff onboarding and departures, including equipment, credentials, access rights, and orientations on technology tools and policies.

Administer Systems and User Accounts

· Maintain and manage user accounts, email systems, security groups, and access permissions using Microsoft 365, Active Directory, and other cloud platforms.

· Ensure secure authentication practices and role-based access to internal systems.

Maintain Hardware and Software Inventory

· Track and manage IT assets and software licenses.

· Recommend and execute upgrades or replacements within budget constraints.

Oversee Core Technology Platforms

· Administer and support cloud-based tools commonly used in nonprofit operations, including Microsoft 365, SharePoint, Teams, and donor or finance systems (e.g., salesforce, NetSuite).

· Provide user support and serve as a liaison between staff and vendors, when needed.

Provide Remote and On-site Support

· Support a hybrid workforce with reliable remote access, VPN, and collaboration tools.

· Occasionally visit off-site or satellite locations to provide in-person support.

Monitor Systems and Maintain Security

· Ensure systems are up to date with patches and antivirus definitions.

· Monitor backup solutions and support data privacy, compliance, and audit readiness.

· Collaborate with leadership on cyber awareness initiatives and response plans.

· Document and Improve IT Processes

Create and maintain clear documentation of systems, procedures, and technical configurations.

· Develop and maintain a self-service resource hub for staff FAQs and how-to guides.

Support Technology Planning and Budgeting

· Advise leadership on technology needs, trends, and cost-effective solutions that support programmatic and operational goals.

· Assist with drafting IT budgets and providing technical input for grants or reports.

Provide Staff Training and Tech Advocacy

· Train staff on digital tools, security practices, and IT policies in accessible, non-technical terms.

· Help foster a tech-positive culture by promoting best practices and empowering users.

Requirements:

QUALIFICATIONS:

· 3+ years of experience in IT support, systems administration, or a similar role.

· Strong technical knowledge of Windows and/or macOS environments, Microsoft 365, and cloud-based productivity tools.

· Experience with user account management, helpdesk ticketing, and basic networking.

· Excellent communication skills and the ability to explain complex tech concepts simply.

· A self-starter with strong time management and the ability to work independently.

· Commitment to the values and mission of the nonprofit sector.

PROFESSIONAL STANDARDS AND CONDUCT:

· Collaborative and Responsive: Regularly communicate, follow up, and use a team-driven approach. Respond thoughtfully and promptly to agency needs, requests, and inquiries; identify and build partnerships with key stakeholders. Demonstrates excellent organizational and time management skills to meet various deadlines, ensuring closed-loop communication. Ability to multi-task and maintain flexibility to adapt and adjust workload assignments based on various needs.

· Communication: Skilled in verbal and written communication, demonstrating the ability to communicate information in various ways to meet diverse styles and cultural backgrounds.

· Analytical: Critical thinking skills, using logic and reasoning to identify the strengths and opportunities of alternative solutions, conclusions, or approaches to problems.

· Attendance and Punctuality: Dependable, punctual, showing flexibility when needed. Attends meetings as needed and is fully present and participates during those meetings.

· Commitment: Embodies SCES’s core values and shows great integrity, accountability, and professionalism in all interactions. Aids in furthering SCES’s mission and commitment to an inclusive environment.

PHYSICAL ENVIRONMENT:

· Physical surroundings are comfortable with minimal exposure to injury or hazards.

SOCIAL/PSYCHOLOGICAL CONDITIONS:

· Occasional stress due to periodic or cyclical workload pressures and deadlines. Some interruptions involved.

PHYSICAL EFFORT:

· Frequently sits, stands, walks, bends, reaches, and stoops throughout the day.

· Frequently lifts, pulls, pushes, and carries up to 20 lbs.

· Periodic eye strain and light ear strain.