IT Systems & Support Coordinator

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 Empower
  
  DB, 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.

• 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), Jump Cloud 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.
• Preference for expertise in database management, including data reporting.
• 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.
• Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization.