IT Support Associate

TITLE: IT Support Associate

SAGE is the worlds largest and oldest organization dedicated to improving the lives of lesbian gay bisexual and transgender (LGBTQ) older adults. Founded in 1978 and headquartered in New York City SAGE is a national organization that offers supportive services and consumer resources for LGBTQ older adults and their caregivers advocates for public policy changes that address the needs of LGBTQ older people and provides cultural competency training for aging providers and LGBTQ organizations largely through its National Resource Center on LGBTQ Aging and its growing social enterprise SAGECare.

Summary:

The IT Support Associate is responsible for the day-to-day management of SAGEs IT Helpdesk Support and assists with the rollout of IT initiatives and projects. Reporting to the IT Support Manager and working closely with the IT Director this NYC-based onsite position provides a concierge level of technical support to staff and plays a key role in maintaining and improving SAGEs IT operations.

Responsibilities:

Helpdesk & Onsite Support

• Utilize and maintain the IT Helpdesk ticketing system supporting approximately 150 users across the U.S. and four NYC offices each outfitted with a public-use computer lab.
• Serve as the primary onsite IT support for IT infrastructure and A/V systems and maintain clean organized server rooms at all NYC locations (Chelsea Harlem Crotona Park and Fort Greene).
• Troubleshoot and resolve hardware and software issues for staff escalating as needed.

Administration & Documentation

• Handle IT administrative tasks: requisitions expense reconciliation software licensing and hardware inventory.
• Maintain and improve IT documentation ensuring accuracy and accessibility.
• Liaise with SAGEs IT managed service provider to supplement helpdesk support and assist with IT projects.

Training & Onboarding

• Conduct new hire orientations and basic training on SAGEs IT systems.
• Proactively stay informed of current trends in technology and training delivery.
• Identify opportunities to enhance productivity through technology.

Security & Compliance

• Follow IT security best practices and support SAGEs cybersecurity initiatives.
• Ensure compliance with organizational policies and procedures.

Other

• Occasionally work flexible hours to support special events or projects requiring off-hours support.
• Travel routinely to all four NYC office locations.

Required Qualifications:

• A commitment to acting with honesty integrity and respect; ability to negotiate resolutions with compassion and equity.
• 13 years of experience in IT support or a customer service-oriented role. Technical certifications (e.g. CompTIA A Network Microsoft certifications) or relevant computer science education may be considered in lieu of experience.
• Excellent verbal and written communication skills; strong organizational skills; ability to explain technical issues in non-technical terms.
• Knowledge of fundamental cybersecurity concepts and best practices.
• Knowledge and support of iOS and Android mobile devices.
• Strong desire to learn and quickly gain new skills; ability to follow instructions and work autonomously.
• Strong Google/AI prompting skills.

Preferred qualifications:

• Experience administering Microsoft 365 environments device management platforms (Intune Addigy) Microsoft Teams SharePoint and Microsoft Office apps.
• Experience with Microsoft 365 phone system Zoom Salesforce and A/V systems.
• Understanding of computer networks and virtualization concepts; familiarity with Microsoft Hyper-V is a plus.
• Experience with PowerShell Microsoft Power Automate/PowerApps and SharePoint administration.

Professional Development:

SAGE is committed to supporting the professional growth of its IT team members. The IT Support Associate will have opportunities for ongoing learning and exposure to new technologies.

Location and Travel:

This is an onsite position requiring regular travel to all four of SAGEs NYC-based senior center locations (Chelsea and Harlem in Manhattan Crotona Park in the Bronx and Fort Greene in Brooklyn). Requests for occasional remote work may be granted but reporting onsite will typically be required.