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Casa Myrna · 1 day ago

IT Systems & Support Coordinator

Boston, MA

Full-time

Onsite

Entry, Mid Level

$77K/yr - $82K/yr

2+ years exp

Casa Myrna is Greater Boston’s foremost provider of solutions to end domestic and dating violence. The IT Systems & Support Coordinator is responsible for the day-to-day operation, security, and support of the organization’s IT systems, providing frontline technical support for staff and ensuring technology resources are reliable and secure.

EventsNon ProfitSocial

Growth Opportunities

Responsibilities

Serve as the first point of contact for staff seeking technical assistance via phone, email, or in person

Troubleshoot and resolve issues related to computers, mobile devices, desk phones, printers, applications, and network connectivity

Escalate complex issues to Level 2/3 support or external vendors as required

Provide onboarding and offboarding support, including account creation, access provisioning, hardware preparation, and equipment recovery

Document all support requests and resolutions in the organization’s ticketing system

Configure, deploy, and maintain end-user hardware, including laptops, desktops, tablets, desk phones (VoIP), and agency-issued cell phones

Maintain an accurate inventory of all IT equipment, accessories, and software licenses

Perform routine hardware upkeep, including updates, cleaning, imaging, and replacement scheduling; troubleshoot and repair hardware issues as necessary

Coordinate repairs and warranty services with vendors

Monitor network performance and address issues related to connectivity, switches, access points, and internet uptime; troubleshoot and resolve network issues as necessary

Manage basic network maintenance tasks under the supervision of senior IT staff or external service providers

Manage implementation of technology upgrades and planned maintenance activities

Assist with the operation, monitoring, and basic troubleshooting of physical security systems, including security cameras, door access systems, and alarms

Perform routine checks to ensure cameras are recording, online, and properly configured

Support secure storage of video footage in accordance with agency policies and confidentiality requirements

Coordinate with security system vendors for repairs and system enhancements

Support adherence to cybersecurity protocols, including MFA enforcement, antivirus management, and patching schedules

Assist staff with secure password practices, device encryption, and safe handling of confidential information

Manage cybersecurity assessments and testing; document and track vulnerabilities or incidents and related remediation steps; and deliver staff training on secure technology use and data protection best practices

Follow incident-reporting procedures for suspected breaches or data-loss events

Maintain IT spaces and equipment in compliance with privacy, confidentiality, and survivor safety standards

Support Casa Myrna’s data collection and reporting processes via EmpowerDB, our client services database

Manage communication with the database developer

Recommend, create, and edit reports; identify gaps in data collection and propose solutions; troubleshoot system issues; and update processes as needed

Represent the agency at meetings with community collaborators and at other events as needed

Participate in team and agency meetings

Work as a team player with other program and agency staff

Develop own professional development plan and attends trainings, meetings, and conferences within Casa Myrna and in the community

Other related duties as assigned by supervisor and agency

Qualification

IT help desk experienceWindowsMacOS knowledgeOffice 365 administrationBasic networking principlesVoIP systems experienceSurveillance systems experienceMobile device managementHardware diagnosticsCybersecurity best practicesDatabase managementCrisis managementInterpersonal communicationOrganizational skillsProblem-solving skills

Required

Committed to Casa Myrna's values and mission of ending domestic and dating violence and commercial exploitation, and promoting social justice and social change

At least 2 years of IT help desk or technical support experience

Foundational knowledge of Windows and macOS environments, Office 365 and Office 365 administration, basic networking principles (LAN/Wi-Fi/VPN), JumpCloud device management, and Brivo security systems

Demonstrated experience with VoIP systems, surveillance systems, and mobile device management (MDM) tools. Basic understanding of cybersecurity best practices

Proficient experience with hardware diagnostics and replacement for laptops/desktops and mobile devices

Ability to work and advocate in a collaborative style that is appropriate and non-judgmental with diverse ethnic, cultural, linguistic, and socio-economic groups, as well as diversity based on ability/disability, sexual orientation and religion

Ability to prioritize and coordinate work at multiple sites; ability to work independently and in a team

Excellent interpersonal communication, crisis management, organizational, and problem-solving skills

Promote an atmosphere of respect and cooperation; maintain confidentiality regarding program participants

Ability to travel throughout Boston required; access to reliable transportation

Ability to work a flexible schedule, including evenings and/or weekends as needed

Ability to lift and transport equipment up to 30 pounds across program sites

Preferred

Preference for expertise in database management, including data reporting

Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization