IT Support Associate

SAGE is the world’s largest and oldest organization dedicated to improving the lives of lesbian, gay, bisexual and transgender (LGBTQ+) older adults. Founded in 1978 and headquartered in New York City, SAGE is a national organization that offers supportive services and consumer resources for LGBTQ+ older adults and their caregivers, advocates for public policy changes that address the needs of LGBTQ+ older people, and provides cultural competency training for aging providers and LGBTQ+ organizations, largely through its National Resource Center on LGBTQ+ Aging and its growing social enterprise SAGECare.

Summary:

The IT Support Associate is responsible for the day-to-day management of SAGE’s IT Helpdesk Support and assists with the rollout of IT initiatives and projects. Reporting to the IT Support Manager and working closely with the IT Director, this NYC-based, onsite position provides a concierge level of technical support to staff and plays a key role in maintaining and improving SAGE’s IT operations.

Responsibilities:

Helpdesk & Onsite Support

• Utilize and maintain the IT Helpdesk ticketing system, supporting approximately 150 users across the U.S. and four NYC offices, each outfitted with a public-use computer lab.
• Serve as the primary onsite IT support for IT infrastructure and A/V systems, and maintain clean, organized server rooms at all NYC locations (Chelsea, Harlem, Crotona Park, and Fort Greene).
• Troubleshoot and resolve hardware and software issues for staff, escalating as needed.

Administration & Documentation

• Handle IT administrative tasks: requisitions, expense reconciliation, software licensing, and hardware inventory.
• Maintain and improve IT documentation, ensuring accuracy and accessibility.
• Liaise with SAGE’s IT managed service provider to supplement helpdesk support and assist with IT projects.

Training & Onboarding

• Conduct new hire orientations and basic training on SAGE’s IT systems.
• Proactively stay informed of current trends in technology and training delivery.
• Identify opportunities to enhance productivity through technology.

Security & Compliance

• Follow IT security best practices and support SAGE’s cybersecurity initiatives.
• Ensure compliance with organizational policies and procedures.

Other

• Occasionally work flexible hours to support special events or projects requiring off-hours support.
• Travel routinely to all four NYC office locations.

Required Qualifications:

• A commitment to acting with honesty, integrity, and respect; ability to negotiate resolutions with compassion and equity.
• 1–3 years of experience in IT support or a customer service-oriented role. Technical certifications (e.g., CompTIA A+, Network+, Microsoft certifications) or relevant computer science education may be considered in lieu of experience.
• Excellent verbal and written communication skills; strong organizational skills; ability to explain technical issues in non-technical terms.
• Knowledge of fundamental cybersecurity concepts and best practices.
• Knowledge and support of iOS and Android mobile devices.
• Strong desire to learn and quickly gain new skills; ability to follow instructions and work autonomously.
• Strong Google/AI prompting skills.

Preferred qualifications:

• Experience administering Microsoft 365 environments, device management platforms (Intune, Addigy), Microsoft Teams, SharePoint, and Microsoft Office apps.
• Experience with Microsoft 365 phone system, Zoom, Salesforce, and A/V systems.
• Understanding of computer networks and virtualization concepts; familiarity with Microsoft Hyper-V is a plus.
• Experience with PowerShell, Microsoft Power Automate/PowerApps, and SharePoint administration.

Professional Development:

SAGE is committed to supporting the professional growth of its IT team members. The IT Support Associate will have opportunities for ongoing learning and exposure to new technologies.

Location and Travel:

This is an onsite position, requiring regular travel to all four of SAGE’s NYC-based senior center locations (Chelsea and Harlem in Manhattan, Crotona Park in the Bronx, and Fort Greene in Brooklyn). Requests for occasional remote work may be granted, but reporting onsite will typically be required.

The benefits: SAGE offers a rich benefits package including:

• • Two medical insurance plan options in which to enroll – with a very generous HRA contribution by SAGE and premium subsidies
  • An annually funded HRA (of up to $5k) for gender affirming care not covered by medical insurance
  • Dental and Vision insurance with premium subsidies
  • A safe harbor 401(k) plan with a match from SAGE of up to 5%
  • Generous PTO and office closures for holidays (including ½ day closures the day before many holidays!)
  • 100% SAGE-paid family and medical leave for up to 12 weeks
  • Sabbatical leave for very tenured staff
  • 100% SAGE-paid disability and life insurance with the opportunity to elect additional life insurance coverage for the employee and their dependents
  • Medical and dependent care FSA and transit pre-tax benefits
  • An Employee Assistance Program (EAP) for free and confidential support from licensed counselors on a variety of issues
  • A really terrific team! An opportunity to build from the ground up and make significant positive impact on SAGE staff and culture! A chance to support the LGBTQ+ community and be a part of an organization doing vital work!