IT Support Specialist

Job Title
: IT Support Specialist

Team
:
Information Technology

Location
:
Hybrid in Chicago (IL)

Employment
Type
:
Full-time

FLSA
Classification
:
Non-Exempt

Start
Date
: ASAP

Braven is a national nonprofit that prepares promising college students to secure a strong first opportunity after college graduation through a career-accelerating program.

We work with higher education and employer partners to offer a life-changing experience that begins with a semester-long course for college students, followed by support that lasts through graduation.

Together, our ambition is to help rebuild the middle class and revitalize the American Dream.

To learn more, take a look at Braven’s Jobs.

In order to achieve its ambition of serving 80, Fellows over the next decade, Braven is hiring an IT Support Specialist who will keep our day-to-day IT support queue running smoothly. As a member of the IT team, you will be the first point of contact for Braven staff experiencing hardware, software, or account issues, making sure tickets are triaged and resolved quickly so the rest of the organization can stay focused on serving our Fellows.

This role is on the IT team and reports directly to the Head of Workplace Technology & Operations.

Helpdesk & Ticket Queue Management (60%)

• Serve as first point of contact for IT support requests submitted through our ticketing platform (Jira Service Management)
• Triage, prioritize, and resolve tickets in a timely manner, escalating complex issues to the IT Systems Engineer or Systems Architect as needed
• Set up, configure, and deploy hardware (laptops, monitors, peripherals) for new hires and existing staff
• Support employee onboarding and offboarding from an IT equipment and access perspective

End-User Support & Training (25%)

• Provide friendly, patient day-to-day technical support to staff on hardware, software, and common applications (e.g., Google Workspace, Zoom, Slack)
• Create and maintain simple how-to guides and FAQs for common issues
• Help staff get comfortable with new tools and features as they're rolled out

IT Asset Management (15%)

• Track and maintain inventory of IT hardware and equipment
• Support basic device management tasks using our MDM tool
• Other duties as assigned

• Associate's Degree in Information Technology, Computer Science, or a related field, or equivalent experience
• 1-2 years of IT support/helpdesk experience (relevant internship or coursework experience considered)

Preferred Qualifications

• Strong working knowledge of macOS and common productivity software
• Familiarity with identity and access tools such as Okta
• Familiarity with Google Workspace basics
• Excellent communication skills, with the ability to explain technical issues to non-technical staff
• Strong organizational skills and attention to detail
• Comfort learning new tools and systems quickly
• Exemplification of Braven’s core values.
• Experience that has informed your belief in Braven’s mission and has prepared you to work with, or for, Braven’s student Fellow population.

Please know that no one ever meets 100% of the preferred qualifications.

Braven offers competitive base salaries based on the midpoint of the market among not-for-profit organizations of similar size, with opportunities for salary growth over time. We believe in compensating staff members fairly in relation to each other, their qualifications, and their impact on behalf of the organization, and take internal and external equity seriously. Given our commitment to equity, Braven does not negotiate salary offers;

instead, each salary offer is determined carefully using external and internal benchmarking.

Starting salary within the range is determined by role scope and qualifications, with…