IT Systems & Support Specialist

About JFF:

Jobs for the Future (JFF) drives transformation of the U.S. education and workforce systems to achieve economic advancement for all. Seeing that millions of people are unfairly shut out of quality jobs and the chance for a better life our goal is to align education workforce and employment changemakers toward a shared North Star: By 2033 75 million people facing systemic barriers to advancement will work in quality jobs.To achieve that goal we design solutions scale best practices influencepolicyand action and invest in innovation. With a staff ofmore than200people across the country working remotely and in offices in Boston (headquarters) Washington DC and Oakland California we operate at the national state and local levels forging deep partnerships with employers investors entrepreneurs policymakers and education and workforce development providers to break down barriers and reimagine whats possible.

Equal Employment Opportunity at JFF

Inclusion belonging and well-being are core to JFFs North Star and mission and weseekto invest in and learn from those whorepresentthe communities we serve as it is important to the success of our work and the engagement of our staff members. We aim to cultivate a culture that centers the overall care well-being and success of the employee through flexible work hours balanced workloads professional development and career advancement opportunities for all. JFF is a fair chance employer and in alignment to our North Star we strongly encourage individuals whose highest level of educationattainedis less than a 4-year degree; People of Color; and people with records to apply to our open roles.

About theposition:

Reporting to the IT Operations Manager the IT Systems & Support Specialist plays a central role in delivering a high-quality technology experience for JFF staff by providing exceptional service desk support managing incidents executing onboarding/offboarding workflows administering SaaS applications and ensuring staff have the tools access and knowledge they need to succeed. This role is part of JFFs IT Operations team and will partner closely with colleagues across IT People & Culture Finance and other departments tomaintainseamless technology operations strengthen digital literacy and support organization-wide events.

This position is ideal for a detail-oriented service-minded technologist who enjoys solving problems documenting solutions enabling staff and improving operational this role you will have the opportunity tointerface regularly withJFF staff members at alllevelsand external partners or clients as needed.

The IT environment includes a 95% Mac OS5% Windows OS devicemixand a primarily cloud-based SaaS ecosystem with minimalon-premiseinfrastructure. End-user computing is supported through mobile device management and remote support tools while collaboration and productivity are driven by Microsoft 365 (Exchange Teams OneDrive SharePoint). Identity access and security are centrally managed and the IT team focuses on SaaS administration endpoint management access controls integrations and user experience rather than traditional server maintenance.

This is an exciting opportunity for someone who is looking to grow and apply their technological knowledge and IT support experience to hit the ground running and support a growing mission-driven organization.

Whatyoulldo:

Service Desk & Incident Management

• Act as a point of contact for IT service desk requeststriaging diagnosing and resolving incidents across hardware software accounts and SaaS platforms.
• Use the ITSM platform (Zendesk) to log classify and manage tickets; ensuretimelyresolution within established SLAs escalating complex issues as needed to theappropriate parties.
• Conduct root-cause analysis on recurring issues and propose process enhancements.
• Provide remote and onsite support with excellent communication andcustomer-serviceskills.

Onboarding & Offboarding Workflows

• Execute end-to-end technology onboarding for new hires including device provisioning account creation license assignment equipment shipping and orientation training.
• Execute end-to-end technology offboarding fordepartingstaff including removing access coordinating equipment return managing file archiving and ensuring proper license reclamation.
• Partner with People & Culture to execute workflows andmaintaina consistentexperience for incoming anddepartingstaff.

Software License & Asset Management

• Maintainaccurateinventories of all software licenses and SaaS subscriptions.
• Monitor license usage and renewal cycles.
• Support procurement workflows for end-user hardware peripherals and software.

SaaS & Application Administration

• Provide Tier-1/Tier-2 administration for major platforms including Microsoft 365 Asana Salesforce Glean Domo and other organizational SaaS systems.
• Support application setup access management MFA configuration and basic configuration changes.
• Assistin monitoring health integrations and user experience across JFFs SaaS ecosystem.

Digital Literacy Support & Knowledge Base Management

• Create andmaintainknowledge base articles how-to guides and short training videos to improve digital literacy and reduce repeat incidents.
• Conductsmall-groupor 1:1 trainingsessionson common tools (Microsoft 365 conferencing platforms device basics digital security etc.).
• Contribute to improving IT documentation processes and SOPs.

Hardware Asset Management

• Assistwith device setup and maintenance of organizational hardware including laptops monitors peripherals printers and networking equipment.
• Assistwith troubleshooting Mac/Windows devices network equipment A/V equipment and conference room technology.

Events & Meeting Technology Support

• Provide live tech support for internal and external events including Teams/Zoom sessions hybrid meeting setups and A/V needs.
• Assist Event teams and external A/V vendors on technical requirements equipment and day-of support needs.

Who you are:

The qualifications listed within the job description are intended as aguideand we do not expect candidates to bring all experiences and skills listed. Research supports that self-selectingout of potentialprofessional opportunities is particularly common among individuals with identities that are marginalized in professional spaces. So if you believe that you can meet the overall expectations of the position we encourage you to apply so that we have an opportunity to learn more about you and the unique strengths you would bring tothe work.

Technical Skills

• You bring 6-8 years of experience in IT support service desk work or systems administration in a Mac-heavy environment.
• Youpossessstrong knowledge of MacOS (required) and Windows OS (preferred).
• You have strong experience administering Microsoft 365 (Entra ID Exchange SharePoint Teams OneDrive etc.
• You have strong experience with ITSM tools (e.g. Zendesk) MDM platforms () and remote support tools (TeamViewer etc.).
• Youpossessandunderstanding ofidentity & access management principles MFA SSO and basic cybersecurity practices.
• You are familiar withon-premiseIT infrastructure operations and maintenance including networking equipment such as routers switches firewalls wireless access points and supporting hardware like servers and storage devices.

Professional Competencies

• You are a resourceful self-starting critical thinking problem solver who can troubleshoot a wide range of technical issues and quickly diagnose technical issues as they arise.
• You are highly capable of learning new software and platforms quickly.
• You have a customer-centric mindset with exceptional written and verbal communication.
• You have the ability to balance multiple priorities manage SLAs and follow structured processes.
• You have experience creating documentation and training materials to support end-user learning.

Organizational Alignment

• You are dependable and willing toworka flexible hybrid schedule with the need for on-site and occasional inconsistent hours dictated by IT issues and meeting/event schedules.
• You are willing to roll up your sleeves on a wide range of work from higher-level systemsadministrationand incident management to hands-on tasks like A/V setup equipment moves and in-room tech support. No task is too small when it supports JFF staff and mission.
• You are comfortable working in a less rigid fast-changing environment where priorities canshiftand not everything is fully scripted or documented.

What We Offer

At JFFwerefueled by the desire to create a world where everyone has equal opportunity for economic advancement. Our team works hard to push the boundaries of what is possible and in return we provide a gratifying work experience competitive salaries and a comprehensivebenefits programthat includes flexibility and choice as core valuesin order tosupport people wherever they are in their lives and careers. JFF offers a flexible PTO policy. For IT roles that support core business hours time away is planned in coordination with the team to ensure coverage and continuity of support. JFF has offices in Boston Oakland and Washington DC this role will be based in our Washington DC office; employees are welcome to use JFF office space to work in-person or improve the employee experience and promote productivity while working remotely JFF offers an annual home office stipend to all regular full-time and part-time addition new employees receive office equipment as needed.

The hiring range for this role is$90000 - $100000annually in alignment to JFFs Senior Manager salary band and our compensation philosophy. Starting salaries for new hires will bedeterminedbased on a combination of the new hires relevant experience and market demands.

To Apply

As part of your application please include your resume and a thoughtful cover letter addressed toAaron Andino IT Operations Manageroutlininghow your skills and experience meet the qualifications of the position. Our hiring process for this role will typically include: a recruiter phone screen a hiringmanagerconversation a live case exercise focused on real IT scenarios and a panel interview with cross-functional details and preparation guidance in advance of each stage. We are accepting applications throughJanuary302026at 9am ET.Applicationssubmittedby that date will be reviewed and candidates will receive updates on their candidacy by the week ofFebruary92026. At JFFwerealso committed to accessibility and want to ensure that everyone including people with disabilities can fully access and engage with our application and hiring process. If you are unable to complete this application due to a disability and/or have specific access/accommodation needs in order to fully participate in our hiring process please contact us at.

Positions at JFF are not eligible for employer-visa sponsorship or open to F-1 student visa holders.