IT Support Specialist – Volunteer Role

IT Support Specialist

The Donovan’s Venom

Remote | Technology – IT Operations | Volunteer

We’re Building — And People Need Support That Works

The Donovan’s Venom is growing.

More people.

More tools.

More systems.

And when something breaks —

everything slows down.

We are seeking an IT Support Specialist to provide frontline technical support and ensure our teams can work without disruption.

Because when people are supported —

they can do their best work.

The Role

This role serves as the first point of contact for technical support across the organization.

You will troubleshoot issues, support users, and ensure systems and tools are working effectively.

You are not just answering questions.

You are keeping the organization moving.

This role focuses on problem-solving, responsiveness, and user experience, ensuring issues are resolved quickly and efficiently.

What You’ll Own

Technical Support & Help Desk

• • Provide support for:
  • Google Workspace
  • Collaboration tools
  • Internal systems and applications
  • Respond to user requests and resolve issues quickly

Ticket Management & Issue Tracking

• • Manage support requests through ticketing systems
  • Prioritize issues based on urgency and impact
  • Track, document, and follow up on all requests

User Account & Access Support

• • Assist with:
  • Account setup
  • Password resets
  • Access issues
  • Coordinate with Systems Administrator when needed

Troubleshooting & Problem Resolution

• • Diagnose technical issues and identify root causes
  • Provide solutions or workarounds
  • Escalate complex issues appropriately

User Guidance & Support

• • Help users understand and navigate systems
  • Provide basic training and troubleshooting guidance
  • Support onboarding for new volunteers

Collaboration with IT Teams

• • Work with:
  • Systems Administrators
  • IT Operations Manager
  • Applications teams
  • Ensure smooth escalation and issue resolution

Documentation & Knowledge Sharing

• • Document common issues and solutions
  • Contribute to knowledge base and user guides
  • Improve clarity and accessibility of support resources

Onboarding & Offboarding Support

• • Help new users get access to systems
  • Support removal or updates of access during offboarding
  • Coordinate with HR and IT teams

Monitoring & Feedback

• • Identify recurring issues and patterns
  • Provide feedback to improve systems and tools
  • Recommend improvements to user experience

Continuous Improvement

• • Stay updated on tools and systems
  • Improve support processes and response times
  • Maintain a strong service mindset

Who This Is For

This role is for someone who:

• • Enjoys helping people solve problems
  • Is patient, responsive, and detail-oriented
  • Can troubleshoot issues quickly and effectively
  • Communicates clearly with both technical and non-technical users
  • Thrives in a fast-paced, support-focused environment

Qualifications

Required

• • 1–3 years of experience in IT support or related roles (or equivalent experience)
  • Basic to intermediate knowledge of:
  • Google Workspace
  • Collaboration tools
  • Strong troubleshooting and problem-solving skills

Preferred

• • Experience in help desk or support environments
  • Familiarity with ticketing systems
  • Experience working in remote teams
  • Experience in nonprofit or volunteer organizations

Commitment

• • 6–10 hours per week
  • Flexible schedule (with responsiveness to support requests)
  • Fully remote

What You’ll Gain

• • Hands-on experience in IT support and troubleshooting
  • Exposure to real-world system and user challenges
  • Opportunity to improve systems and user experience
  • Development in communication and technical support skills

Application Requirements (Read Carefully)

We are supporting in real time.

To ensure alignment:

• • You must be able to start within 14 days
  • You must complete the full application
  • You must be responsive to support needs

Important Disclaimer

This is a volunteer role.

We are onboarding individuals who are ready to contribute immediately.

Please only apply if you are prepared to begin within the next 14 days.