Information Technology Specialist

New Destiny’s mission is to end the cycle of domestic violence and homelessness for low-income families and individuals by developing and connecting them to safe, permanent, affordable housing and services. To achieve its mission, New Destiny builds and manages housing with on-site services; offers innovative programs that assist survivors in finding and retaining affordable housing; and works to expand access to permanent housing resources for survivors. New Destiny is the largest provider of supportive housing for domestic violence survivors in New York and is a leading advocate in the effort to obtain the resources needed to end family homelessness in New York City.

Job Overview:

The Information Technology Specialist is responsible for providing technical assistance and resolving hardware and software issues to ensure the smooth functioning of New Destiny's IT systems. The IT Specialist supports program staff at 11 sites in New York City and New Rochelle and administrative and executive staff at our main office in Manhattan. This position will also be in liaise with New Destiny’s IT consultant to coordinate all services. The role requires strong technical expertise, project management, and problem-solving skills as well as excellent communication abilities.

DUTIES AND RESPONSIBILITIES:

Troubleshooting and Escalation

• Provide first-response support:
• Provide support to staff with Microsoft 365 including Outlook, OneDrive, SharePoint, and Teams.
• Support staff in installing and updating software on desktops and laptops.
• Support staff in configuring Windows and software applications.
• Troubleshoot networking issues including wired and wireless connections.
• Resolve issues with laptops, desktops, phones, and other devices, escalating to hardware and software service providers as needed.
• Manage relations with IT consultant:
• Assist IT consultant in the implementation and maintenance of critical IT security measures, including antivirus, firewalls, and access controls.
• Report potential threats and issues to IT consultant.
• Collaborate with IT consultants and vendors to escalate complex issues.
• Manage cases to ensure clear communication and rapid resolution.
• Make recommendations to New Destiny management regarding IT consultancy needs
• Provide onsite and remote support to end users for laptops, desktops, and other devices.
• Travel to 11 sites in New York City and New Rochelle (accessible by Metro North).
• Transport equipment weighing up to 30 pounds.
• Accommodate site hours of operation through flexible scheduling.

Provisioning and Training

• Inventory management
• Develop and maintain a system for tracking hardware including laptops, cell phones, and monitors, as well as software licenses and installations.
• Work with the office manager on procurement of new devices and budgeting.
• Evaluate and recommend products to purchase.
• Onboarding and offboarding
• Ensure equipment is functional and available on the start date for new staff.
• Coordinate with the office manager to hand off equipment to new staff.
• Provide training to new staff in IT systems.
• Collect equipment from departing staff and verify functionality.
• Ongoing training
• Provide training to staff in new IT systems.
• Lead training sessions to improve staff understanding of IT systems and to prevent recurring issues.
• New projects
• Support development and implementation of new IT projects and hardware installations.

Policies and Procedures

• Develop and maintain IT Specialist standard operating procedures.
• Develop and maintain IT policies including telecommunications, privacy, and security policies.
• Create policies and procedures for upgrading hardware and software.
• Proactively ensure compliance with the above policies.
• Conduct continual system performance analysis, identifying areas for improvement, and implementing solutions.
• Support executive staff in determining best IT practices.

Other Duties

• Event support 3-4 times per year.
• Other duties as assigned

QUALIFICATIONS:

Required Technical Qualifications

• Bachelor’s degree in information technology, a related field, or equivalent experience.
• Proven experience as a system coordinator or similar role, preferably supporting projects across multiple sites.
• Proven experience in providing technical support to non-technical users and troubleshooting IT issues.
• Strong knowledge of the Windows ecosystem and PC hardware.
• Understanding of IT security concepts and best practices.

Required Core Competencies

• Excellent communication and interpersonal skills.
• Ability to prioritize multiple tasks while maintaining attention to detail and meeting deadlines.
• Exceptional problem-solving and organizational skills.

Preferred Qualifications

• 3+ years of experience implementing and maintaining Microsoft 365 solution, Exchange Online, MS Teams, and/or Azure AD.
• Certification in relevant IT disciplines (e.g., CompTIA A+, Microsoft Certified Solutions Associate (MCSA)).
• Experience in the non-profit or social services sector.
• Experience working with systems that impact sensitive populations like survivors of domestic violence.

COMPENSATION/BENEFITS

The salary for this position is $60,000 to $65,000. A hybrid model allowing for work from home days will be available for this position. This is a full-time position with an excellent benefits package including medical, dental, vision, short disability, PTO, paid holidays and 401(k). EOE

No Phone Calls

New Destiny is an equal-opportunity employer committed to diversity. Survivors of domestic violence and people who have experienced housing instability are encouraged to apply.