IT Support Specialist Save

Overview

We are seeking a proactive and versatile IT Support Specialist to become the primary technical support contact for one of our key partners. This role is crucial for maintaining the stability, security, and efficiency of the partner's IT infrastructure, which underpins our educational offerings. The IT Support Specialist will be responsible for remotely managing and troubleshooting a diverse range of technologies. The ideal candidate will be a skilled problem-solver with a strong understanding of IT best practices, capable of addressing issues across networking, server management, security operations, and end-user support. 

While expertise in all areas is not expected, a strong foundation in several, coupled with a passion for learning and adapting to new technologies, is essential. This position requires communication skills for direct partner interaction and will involve occasional on-site visits within the United States. 

 Key Responsibilities: 

• Primary Technical Support: Serve as the first point of contact for our partner, managing and resolving IT support requests and automated alert remediation. 
• Network Management and Troubleshooting: Diagnose and resolve network issues, including connectivity, performance, and configuration challenges. 
• Security Operations and Monitoring: Monitor and respond to security alerts using XDR/SIEM solutions, manage endpoint security, and assist in vulnerability remediation. 
• User and Access Management: Maintain a directory of users, manage permissions, and ensure secure access to systems and data. 
• System Maintenance and Patch Management: Oversee the deployment of security updates, patches, and software upgrades across various systems to maintain security posture and system health. 
• Partner Communication and Collaboration: Clearly and effectively communicate technical information to both technical and non-technical stakeholders. 

Required Skills and Qualifications 

• IT Support Experience: 2+ years in a technical support role, adept at troubleshooting hardware, software, and foundational IT infrastructure. 
• Networking Fundamentals: Understanding of networking concepts (TCP/IP, DNS, DHCP, VPNs) with hands-on experience resolving connectivity issues. 
• Security Awareness: Understanding of IT security principles, including endpoint protection, patch management, and secure user access. 
• Problem-Solving: Excellent analytical and troubleshooting skills with a methodical approach to resolving technical issues. 
• Communication: Clear and effective communication skills (written and verbal) for engaging with partners and team members. 
• Adaptability & Learning: Eagerness to learn new technologies and adapt to evolving IT environments. 
• Collaboration & Independence: Ability to work effectively both independently and as part of a remote or hybrid team. 

Preferred Qualifications 

• Direct experience with Foreman, Wazuh, and/or HashiCorp Boundary. 
• Relevant IT certifications (e.g., Network+, Security+, CCNA, Meraki CMNO). 
• Experience in the correctional or education technology space or familiarity with digital learning environments in secure settings. 

Why Join Us? 

Work with a mission-driven team dedicated to making an impact in the justice system through technology and education. Opportunity for career growth and skills development in a dynamic work environment. Collaborative culture where your ideas and expertise are valued, and where lived experience is central to our work.