Senior IT Specialist

Bachelor’s degree in a related field and at least 7 years of progressive experience in Tier 2 or higher technical support.
Ability and experience with leading large IT projects including research, working with stakeholders, development, and implementation.
Demonstrated ability to mentor junior IT staff, fostering a collaborative team environment.
Proven experience in providing technical support for Windows and MacOS devices; iOS experience is a plus.
Strong knowledge of troubleshooting issues related to software, hardware, and cloud-based services.
Demonstrated experience using enterprise SaaS applications, including Microsoft Office Suite, Zoom, Slack, and Box.
Proven experience with M365, Intune, and Okta/SSO.
Practical understanding of networking, wifi access points, and firewalls.
Proficiency with systems administration of Windows servers; proficiency with Linux servers and cloud infrastructure services is a plus.
Excellent customer service including the ability to communicate clearly with a non-technical audience.
Strong documentation skills.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to work independently and collaboratively in a team environment.
Commitment to Audubon’s organizational values of care, collaboration, change, integrity, impact, and innovation.

Lead and coordinate IT projects and initiatives from conception to implementation, ensuring alignment with organizational goals and optimal resource allocation.
Collaborate cross-departmentally on IT initiatives and operate independently as a technology lead.
Develop solutions and implement new services within the SaaS environment.
Provide advanced technical support for hardware, software, and services on Windows and MacOS devices and for other IT-managed equipment.
Troubleshoot and resolve complex issues related to hardware, software functionality, integration, and interoperability.
Analyze IT systems performance and functionality for improved efficiency and productivity.
Deliver a high level of customer satisfaction through effective communication, professionalism, and a customer-centric approach.
Provide high level Tier 2 support, including, with unfettered access to their computers and files, to executive level staff.
Perform network device deployments and configuration changes as needed.
Serve as a resource to Service Technicians.
Document support interactions, solutions, and procedures for future reference and knowledge sharing.
Create and provide trainings for IT hardware, software, and services.
Provide technical support and assist with timely issues outside of normal business hours as necessary.
Maintains and fosters culture of safety.
Other job-related duties as assigned.