Technology Support Advocate

Description

POSITION SUMMARY:

The Technology Support Advocate is responsible for supporting the organization’s day-to-day technology needs, ensuring staff have secure, reliable access to systems, equipment, and tools required to do their work effectively. This role manages user access, security practices, system backups, and equipment setup while serving as a primary point of contact for internal IT support.

The Technology Support Advocate takes a proactive, service-oriented approach to technology, balancing security and compliance with usability and staff support. This role works closely with staff across departments to troubleshoot issues, maintain systems, and improve technology workflows.

KEY RESPONSIBILITIES:

• Manage user access for organizational systems, including account setup, changes, and deactivation
• Administer access for platforms such as Outlook, SharePoint, Teams, and other internal systems
• Ensure appropriate role-based permissions and access controls are maintained
• Support onboarding and offboarding processes by coordinating timely system access and removal

• Serve as the primary point of contact for staff technology support requests
• Troubleshoot hardware, software, and access issues for Apple computers and phones
• Provide guidance and support for Office 365 applications and related tools
• Communicate clearly with staff to resolve issues in a timely and respectful manner

• Prepare, configure, and deploy Apple computers, phones, and related equipment for staff
• Ensure proper profile setups and application access in Mosyle
• Manage inventory of technology equipment and accessories
• Coordinate repairs, replacements, and returns as needed
• Document equipment assignments and lifecycle status

• Support organizational security, including password management and multi-factor authentication
• Assist with email security and filtering using Proofpoint
• Promote best practices for data security and phishing awareness through the Coalition platform
• Respond to potential security issues and elevate concerns as appropriate

• Monitor and support system backups and storage using Synology
• Support network maintenance, expansion, and connectivity issues
• Assist with vendor related communication and troubleshooting
• Maintain documentation related to systems, configurations, and procedures
• Coordinate with external vendors or service providers when advanced support is needed

• Develop and maintain user guides, how-to documents, and internal IT procedures
• Identify recurring issues and recommend improvements to tools or workflows
• Support consistency and reliability across technology systems
• Contribute to technology planning and system improvements as needed
• Maintain documentation in the ticketing system for IT support needs

ADDITIONAL DUTIES:

• Work in-person or remotely as required
• Perform other duties as assigned

WORK ENVIRONMENT AND EXPECTATIONS:

• Regular interaction with staff across departments and roles
• Combination of planned technical work and responsive support
• Commitment to organizational values, data security, and reliability
• Supportive, service-oriented approach to technology advocacy

QUALIFICATIONS:

Required

• Experience providing technology or IT support in a professional setting
• Strong working knowledge of Apple computers and iOS devices
• Ability to manage user access and troubleshoot common technical issues
• Strong problem solving and organizational skills
• Clear, patient, and professional communication skills
• Ability to balance security requirements with staff support needs

Preferred

• Experience supporting Office 365 environments
• Familiarity with Mosyle, Uni Fi networks, Synology, Proofpoint, or similar systems
• Understanding of basic IT security principles and best practices
• Experience supporting a growing or mission driven organization

CORE COMPETENCIES:

• Customer focused technical support
• Information security awareness
• Attention to detail and follow through
• Clear documentation and communication
• Collaboration across teams
• Continuous improvement mindset

BENEFITS:

• Paid personal and sick leave
• Paid holidays
• Medical, vision, and dental insurance and
• 401(k) retirement match
• Bonus