Senior IT Specialist

Position Summary:

The Senior IT Specialist is instrumental in ensuring the seamless operation of our customers' diverse technology environments. This role is focused on implementing new services and maintaining critical infrastructure, equipment, and network assets for the IT department and the organization. Additionally, it requires proficiency in providing advanced technical support across multiple platforms, particularly focusing on M365, Zoom, and other SaaS applications. Responsibilities include analysis of IT systems, diagnosing and resolving complex technical issues, collaborating with cross-functional teams on support and projects, and delivering exceptional customer service. Recognized as a subject matter expert, the Senior IT Specialist executes operational plans and goals with autonomy, often serving as the primary IT point of contact for other departments and external parties. The Senior IT Specialist reports to the Senior Director, Information Technology.

This is a hybrid role based in the New York City office.

Compensation:

$112,063 - $126,073 / year

Additional Job Description

Essential Functions

• Lead and coordinate IT projects and initiatives from conception to implementation, ensuring alignment with organizational goals and optimal resource allocation.

• Collaborate cross-departmentally on IT initiatives and operate independently as a technology lead.

• Develop solutions and implement new services within the SaaS environment.

• Provide advanced technical support for hardware, software, and services on Windows and MacOS devices and for other IT-managed equipment.

• Troubleshoot and resolve complex issues related to hardware, software functionality, integration, and interoperability.

• Analyze IT systems performance and functionality for improved efficiency and productivity.

• Deliver a high level of customer satisfaction through effective communication, professionalism, and a customer-centric approach.

• Provide high level Tier 2 support, including, with unfettered access to their computers and files, to executive level staff.

• Perform network device deployments and configuration changes as needed.

• Serve as a resource to Service Technicians.

• Document support interactions, solutions, and procedures for future reference and knowledge sharing.

• Create and provide trainings for IT hardware, software, and services.

• Provide technical support and assist with timely issues outside of normal business hours as necessary.

• Maintains and fosters culture of safety.

• Other job-related duties as assigned.

Qualifications and Experience:

• Bachelor's degree in a related field and at least 7 years of progressive experience in Tier 2 or higher technical support. An equivalent combination of education and work experience will also be considered.

• Ability and experience with leading large IT projects including research, working with stakeholders, development, and implementation.

• Demonstrated ability to mentor junior IT staff, fostering a collaborative team environment.

• Proven experience in providing technical support for Windows and MacOS devices; iOS experience is a plus.

• Strong knowledge of troubleshooting issues related to software, hardware, and cloud-based services.

• Demonstrated experience using enterprise SaaS applications, including Microsoft Office Suite, Zoom, Slack, and Box.

• Proven experience with M365, Intune, and Okta/SSO.

• Practical understanding of networking, wifi access points, and firewalls.

• Proficiency with systems administration of Windows servers; proficiency with Linux servers and cloud infrastructure services is a plus.

• Excellent customer service including the ability to communicate clearly with a non-technical audience.

• Strong documentation skills.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Ability to work independently and collaboratively in a team environment.

• Commitment to Audubon’s organizational values of care, collaboration, change, integrity, impact, and innovation.

• Experience fostering inclusive and collaborative work environments is valued.

National Audubon Society Competencies: This role will also be accountable to apply and develop the following competencies.

Fostering Relationships: Build trust, mutual respect, and understanding through regular and genuine interactions while promoting a positive and inclusive environment. 

Analytical