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Jobs for the Future (JFF) · 7 hours ago

IT Systems & Support Specialist

Greater Boston

Part-time

Hybrid

Mid, Senior Level

$90K/yr - $100K/yr

6+ years exp

Jobs for the Future (JFF) drives transformation of the U.S. education and workforce systems to achieve economic advancement for all. The IT Systems & Support Specialist will deliver high-quality technology support to JFF staff, manage incidents, execute onboarding and offboarding workflows, and administer SaaS applications.

Education Management

No H1B

Responsibilities

Act as a point of contact for IT service desk requests—triaging, diagnosing, and resolving incidents across hardware, software, accounts, and SaaS platforms

Use the ITSM platform (Zendesk) to log, classify, and manage tickets; ensure timely resolution within established SLAs, escalating complex issues as needed to the appropriate parties

Conduct root-cause analysis on recurring issues and propose process enhancements

Provide remote and onsite support, with excellent communication and customer-service skills

Execute end-to-end technology onboarding for new hires, including device provisioning, account creation, license assignment, equipment shipping, and orientation training

Execute end-to-end technology offboarding for departing staff, including removing access, coordinating equipment return, managing file archiving, and ensuring proper license reclamation

Partner with People & Culture to execute workflows and maintain a consistent experience for incoming and departing staff

Maintain accurate inventories of all software licenses, and SaaS subscriptions

Monitor license usage and renewal cycles

Support procurement workflows for end-user hardware, peripherals, and software

Provide Tier-1/Tier-2 administration for major platforms including Microsoft 365, Asana, Salesforce, Glean, Domo, and other organizational SaaS systems

Support application setup, access management, MFA configuration, and basic configuration changes

Assist in monitoring health, integrations, and user experience across JFF’s SaaS ecosystem

Create and maintain knowledge base articles, how-to guides, and short training videos to improve digital literacy and reduce repeat incidents

Conduct small-group or 1:1 training sessions on common tools (Microsoft 365, conferencing platforms, device basics, digital security, etc.)

Contribute to improving IT documentation, processes, and SOPs

Assist with device setup and maintenance of organizational hardware including laptops, monitors, peripherals, printers, and networking equipment

Assist with troubleshooting Mac/Windows devices, network equipment, A/V equipment, and conference room technology

Provide live tech support for internal and external events, including Teams/Zoom sessions, hybrid meeting setups, and A/V needs

Assist Event teams and external A/V vendors on technical requirements, equipment, and day-of support needs

Qualification

MacOSMicrosoft 365ITSM toolsWindows OSSaaS administrationIdentity & access managementCustomer serviceProblem solvingDocumentationCommunication

Required

6-8 years of experience in IT support, service desk work, or systems administration in a Mac-heavy environment

Strong knowledge of MacOS (required)

Strong experience administering Microsoft 365 (Entra ID, Exchange, SharePoint, Teams, OneDrive, etc.)

Strong experience with ITSM tools (e.g., Zendesk), MDM platforms (e.g., Jamf), and remote support tools (TeamViewer, etc.)

Understanding of identity & access management principles, MFA, SSO, and basic cybersecurity practices

Resourceful, self-starting, critical thinking problem solver who can troubleshoot a wide range of technical issues and quickly diagnose technical issues as they arise

Highly capable of learning new software and platforms quickly

Customer-centric mindset with exceptional written and verbal communication

Ability to balance multiple priorities, manage SLAs, and follow structured processes

Experience creating documentation and training materials to support end-user learning

Dependable and willing to work a flexible hybrid schedule with the need for on-site and occasional inconsistent hours dictated by IT issues and meeting/event schedules

Willing to roll up your sleeves on a wide range of work, from higher-level systems administration and incident management to hands-on tasks like A/V setup, equipment moves, and in-room tech support

Comfortable working in a less rigid, fast-changing environment where priorities can shift and not everything is fully scripted or documented

Preferred

Strong knowledge of Windows OS

Familiar with on-premise IT infrastructure operations and maintenance, including networking equipment such as routers, switches, firewalls, wireless access points, and supporting hardware like servers and storage devices