IT Support Specialist

Position Description – IT Support Specialist

Location:

Crisis Center of Tampa Bay – Tampa, FL 33613. Type:
Full Time, Non-Exempt.

Reports to:

Information Systems Manager.

The Crisis Center of Tampa Bay brings help, hope, and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional or situational problems. This role is responsible for the day‑to‑day technical support of our staff, hardware, and core business applications. While we partner with an external provider for backend infrastructure management, this position serves as the primary resource for all end‑user technical needs and local system maintenance.

This position reports to the Information Systems Manager and, in his or her absence, the COO.

• Ensure the functioning of all technology systems deployed for the organization by maintaining effective communication with the different divisions of the Crisis Center and working with third‑party information technology support services to minimize disruption of vital information systems.
• Involve staff and other stakeholders in the performance quality improvement (PQI) process and use data to improve services and outcomes.

• Identity & Access Management:
  Manage user life cycles, group memberships, and permissions within a hybrid directory environment.
• Endpoint Management:
  Provision, deploy, and maintain workstations and mobile devices using modern automated deployment and mobile device management (MDM) platforms.
• General Technical Support:
  Troubleshoot hardware and software issues for on‑site and remote employees, including productivity suites and specialized business applications.
• Hardware & Peripherals:
  Manage physical workstation setups, including laptop hardware, docking stations, and local/networked imaging equipment.
• Communication Systems:
  Support cloud‑based unified communications (UCaaS) and collaboration platforms.
• Security & Compliance:
  Ensure all endpoints remain compliant with organizational security policies, including patching, encryption, and endpoint protection.
• Documentation:
  Maintain accurate hardware inventory and develop internal knowledge base articles for common technical workflows.
• On‑Call Rotation:
  Participate in a scheduled on‑call rotation to provide emergency support for our 24/7 operations.

• Cooperation/Teamwork – Works toward win/win solutions, deals with conflict collaboratively, discusses root causes, and develops effective working relationships.
• Engaging Communication – Relates to people in an open, honest, sincere manner, treats people with respect, is friendly and approachable, listens attentively, communicates ideas clearly, and communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External) – Recognizes and attends to important details, treats customers courteously, responds in a timely manner, elicits feedback, considers customers’ short and long‑term interests, proactively identifies needs, resolves complaints, and takes risks to serve customers’ long‑term interests.
• Adaptability – Adapts readily to changes, works effectively under stress, needs minimal supervision, is reliable and results oriented, maintains productivity under pressure, and prioritizes work with clear goals.
• Problem Solving – Views problems as opportunities, anticipates potential issues, and analyzes alternative solutions.
• Judgment – Gathers sufficient input before decisions, sees interrelatedness, considers alternatives, and makes appropriate timely decisions.
• Valuing & Fostering Diversity – Demonstrates respect for individual differences and establishes a climate of comfort and productivity through empathy and acceptance of diverse backgrounds.
• Self‑Management – Takes responsibility for behavior and well‑being, works under stress, adapts style to changing situations, remains professional, and achieves outcomes with minimal supervision.

• Operating Systems – Proficiency in supporting…