Information Technology Support Specialist

Who we are:

For over 30 years, CSH has changed the lives of people who have been marginalized and are our most vulnerable neighbors by:

• Helping communities create over 467,600 homes for individuals and families who did not have one;
• Bringing hope to thousands who thought they would live on the streets or reside in institutions and
• Ensuring a stable home for each and access to the services that brought healthcare, recovery, and training to their doorsteps.

CSH has proven supportive housing can change the lives of individuals, families, and communities. We have created a team of nationally recognized experts dedicated to our organization and its goals. We attract talented and diverse individuals, offer competitive salaries and benefits, generous leave and paid time off, and fully embrace the philosophy that work-life balance is achievable. With the goal of attracting proven candidates committed to making a difference and who aspire to advance our mission, CSH is now accepting applications for an Information Technology Support Specialist. Most CSH staff are working virtually, and this position offers a hybrid work option, based out of our New York City headquarters.

Why we need you:

CSH is seeking a results-oriented individual committed to sharing their talent to lead efforts to expand housing and services for highly impacted populations.

For this position, we are seeking a talented and enthusiastic IT Support Technician with expertise in help desk, Microsoft Office 365, cybersecurity, SharePoint and Entra to join our team.

What you will do:

The Information Technology Support Specialist is responsible for delivering technical support and systems administration across end-user devices, enterprise applications, and cloud infrastructure. This role ensures the reliability and performance of hardware, software, and network resources while managing user identities and access within Microsoft 365 and Azure environments.

The IT Support Specialist plays a key role in configuring and maintaining virtual infrastructure, optimizing SharePoint and collaboration platforms, and aligning solutions with enterprise architecture and data governance standards. Additionally, the position supports continuous improvement through documentation, training, and cross-functional collaboration to enhance operational efficiency and user experience.

End-User Support & Troubleshooting

• Assist staff with troubleshooting and resolving problems related to computers, printers, mobile devices, and network connectivity. This includes diagnosing hardware failures, software malfunctions, and network disruptions to ensure minimal downtime.
• Address and fix problems with Office 365 applications such as Outlook, Word, Excel, and Teams. This involves managing email configurations, resolving synchronization issues, and ensuring seamless access to cloud-based services.
• Educate staff on how to effectively use Office 365 applications and services. Conduct training sessions, create user guides, and offer one-on-one support to help users maximize the benefits of Office 365.

Systems Administration & Maintenance

• Set up and configure new hardware, including desktops, laptops, and peripherals. Install and update software applications, ensuring they are properly licensed and compatible with existing systems. Perform regular maintenance to keep all IT equipment in optimal working conditions.
• Create and manage user accounts, assign appropriate permissions, and ensure secure access to Office 365 resources. This includes setting up email accounts, configuring user profiles, and managing group memberships.
• Regularly check system performance metrics to identify and address potential issues before they impact users. This includes monitoring server health, network traffic, and application performance to maintain a stable IT environment.
• Maintain detailed records of all support requests, including the nature of the issue, steps taken to resolve it, and the final outcome. Use a ticketing system to track and prioritize support tasks, ensuring timely and efficient resolution of user problems.

Cloud Services & Collaboration Platforms

• Manage virtual networks, storage solutions, and compute resources in Azure, ensuring scalability, security, and optimal performance throughout the enterprise environment.
• Ensure alignment with enterprise architecture, data governance standards, and long-term collaboration goals. While the Administrative Coordination department manages daily operations such as site creation and user support, this role is responsible for system configuration, permission frameworks, workflow architecture, and integration with other Microsoft 365 tools. Collaborate cross-functionally to optimize SharePoint for organizational efficiency and scalability.
• Work closely with colleagues to develop and deploy new IT solutions that enhance productivity and security. Participate in team meetings, share knowledge, and contribute to the continuous improvement of IT processes and practices.

Compensation:

CSH offers generous benefits, opportunities for professional growth, and competitive salaries based on geographic location. Our range for this role in New York City is $84,908 - $95,522. Our ranges are broad, and it is customary for candidates to join CSH at the lower half of the range to leave room for growth, learning, and development in the role and range. It is uncommon for starting salaries to fall above the mid-point. We negotiate actual salaries with final candidates based on their exact location, experience in similar roles, and expertise related to the qualifications. This information is offered in support of our commitment to transparency.

How we work:

CSH staff are adaptable, entrepreneurial, creative, and flexible problem-solvers. We are strategic thinkers who are committed to treating each other—and the communities we serve—with respect. You should share a passion for the CSH mission and possess the skills to meet the expectation of this role to help shape how we share our ambitious mission.

• A minimum of 5 years of proven experience as an IT Support Technician or in a similar role.
• Strong knowledge of Office 365 applications and related technologies.
• Proficiency in troubleshooting hardware, software, and network issues.
• Solid knowledge of firewalls, switches, Windows servers, web servers, and Active Directory.
• Understanding of VoIP phones, computer systems, and software deployment.
• Strong understanding of cybersecurity principles and best practices.
• Understanding of networking protocols (TCP/IP, DNS, HTTP/HTTPS) and common cyber threats (malware, phishing, DDoS, etc.).
• Experience with security tools and technologies (e.g., firewalls, intrusion detection systems).
• Relevant certifications (e.g., CompTIA A+, Network +, Microsoft Certified IT Professional) are a plus.

Knowledge:

• Commitment to the philosophy and mission of CSH.
• Develop constructive and cooperative working relationships with others and maintain them over time.
• Ability to get ideas accepted and to guide a group or individual to accomplish the task.
• Experience thriving in an innovative and entrepreneurial environment focusing on identifying and solving problems and contributing continuous improvements in our project functions.
• A commitment to continuous learning, curiosity, and being a strong listener, welcoming special projects and seeking ways to contribute to CSH's overall business functions in support of our mission.
• Strong verbal and written communication skills, facilitation and training, active listening, and the ability to communicate and present to diverse audiences.
• Excellent interpersonal, judgement and decision-making skills, and a commitment to confidentiality and discretion.

• The ability to prioritize tasks and to delegate them when appropriate.

• Evenings/Weekends

• Service Hours:

  • Monday-Friday 9a-5p based (though time zone may slightly alter hours, discuss with supervisor).
  • Ability and willingness to (occasionally) participate in events outside the workday schedule.
  • Must be available to work evenings and weekends.
  • Travel

• Occasional national travel is required (e.g., conferences, team meetings, trainings).

• Technology & Systems

• Ability to use Adobe and Microsoft 365 suite of applications (e.g., Word, Excel, Outlook, SharePoint, Teams, etc.).

• Familiarity with business and financial software (e.g., NetSuite, Databasics, Zoom).

• Customer Service

• Ability to communicate with people outside the organization, representing the organization to customers, the public and other external sources, in person, in writing or by telephone.

• Ability to actively listen to what others are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
• Ability to provide information to supervisors, co-workers and represent the organization to customers, the public and other external sources, in person, in writing or by telephone.

• Compliance and Risk Management:

• Ensure all operations comply with relevant laws, regulations, and company policies.

• Identify potential risks and develop mitigation strategies.

Physical Demands:

• Work is primarily sedentary; there are no unique physical demands. The position occasionally requires moving inside the office to access file cabinets, machinery, etc.
• To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The responsibilities and requirements listed represent the knowledge, skills, minimum education, training, licensing, experience and/or ability required.