IT Support Specialist

The NAACP Legal Defense & Educational Fund, Inc. (LDF) is the country’s first and foremost civil and human rights law organization. Founded in 1940 under the leadership of Thurgood Marshall, who subsequently became the first Black U.S. Supreme Court Justice, LDF was launched at a time when the nation’s aspirations for equality and due process of law were stifled by widespread state-sponsored racial inequality. From that era to the present, LDF’s mission has been transformative — to achieve racial justice, equality, and an inclusive society.

LDF’s litigation, public policy advocacy and public education programs in the substantive areas of criminal justice, economic justice, education, and political participation seek to ensure the fundamental and basic human rights of all people to quality education, economic opportunity, the right to vote and fully participate in democracy, and the right to a fair and just judicial system. LDF continues to make an impact in the area of public service and was recognized by Fast Company as one of its 2023 Brands That Matter under its public service category.

The NAACP Legal Defense and Educational Fund, Inc. (LDF) seeks an IT Support Specialist. The IT Support Specialist will be responsible for assisting with organizing, modifying, installing, and supporting all aspects of computer, server, and network systems. This position will also operate as a level one technical resource with the primary responsibility of managing the IT inbox and providing technical support to staff.

As of March 7, 2022, LDF transitioned to a hybrid work environment. Any candidate selected for this position should be prepared to work in the office location assigned at least four days per week.

A successful candidate would be able to collaborate with cross-functional teams, communicate with stakeholders, and provide direction to achieve project goals. This position reports to the Senior Director of Information Technology.

Responsibilities

End-user Support:

• Create an environment focused on customer service and customer relations.
• Perform on site and remote troubleshooting for workstations, networks, and servers.
• Work with LDF’s service provider, managing LDF’s technology assets in an orderly, cost-effective, and strategic manner, including filtering incoming service request tickets and assuring the appropriate party is addressing them.
• Effectively communicate instructions and technical matters to non-technical end-users.
• Consult with LDF staff to understand needs, assess feasibility, and develop effective technology solutions to meet those needs.
• Assist with troubleshooting and providing training for specific LDF equipment, which includes audio/visual, telephone, smart phone, MiFis, copiers, printers, etc.
• Provide technical support and assistance outside of normal business hours as required

IT Operations

• Create and maintain clear, accurate, and informative documentation for hardware, applications, FAQs, and standard operating procedures (SOPs).
• Assist in the development and implementation of IT policy and best practice guides for the organization.
• Manage and support disaster recovery and business continuity solutions.
• Collaborate with IT team members to address complex issues and projects.

Asset Management

• Maintaining an asset database and inventory of IT equipment, following appropriate processes and procedures in relation to assets’ life cycle.
• Track loaner equipment for distribution and recovery.
• Conduct periodic inventory audits.

Conference Rooms

• Working knowledge and experience supporting video conferencing system for small to large conference rooms.
• Conduct regular conference room audits to identify areas for improvement and recommend solutions to enhance system performance.

Incident Management

• Categorize and escalate incidents and service requests in line with the LDF’s incident management process.

Qualifications

• Analysis & Critical Thinking Skills
• Clerical / Administrative Skills
• Communication (oral and written)
• Computer Skills
• Customer / Client Management Skills
• Financial Management Skills
• Process Design Skills
• Project Management Skills
  

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