Information Technology & Support Specialist

ROOF ABOVE

Roof Above is NC’s most comprehensive homeless service provider.  Our mission is to unite our community to end homelessness, one life at a time.  Focusing on individuals experiencing homelessness, Roof Above offers everything from street outreach to emergency shelter to Rapid Rehousing to Permanent Supportive Housing. Roof Above’s services and programs reach over 1,400 individuals every day across ten campuses in Charlotte.  

POSITION SUMMARY

The Information Technology & Support Specialist provides hands-on technical support and systems administration across Roof Above’s technology environment. Supporting employees across multiple locations, this role helps keep technology systems, devices, applications, and services reliable, secure, and effective in advancing the organization’s mission.

Responsibilities include day-to-day user support; endpoint deployment and management; Microsoft 365 administration; user access; telecommunications and site technology; equipment lifecycle management; documentation; and basic network troubleshooting.

Working closely with the Director of Information Technology, the specialist will also have opportunities to develop expertise in areas such as Microsoft Intune, Microsoft Entra ID, cybersecurity, networking, automation, and technology project implementation.

The successful candidate takes ownership of problems, communicates clearly with both technical and nontechnical colleagues, troubleshoots thoughtfully, and is motivated to learn new technologies and responsibilities.

ESSENTIAL FUNCTIONS

• Provide responsive technical support to employees across Roof Above locations.
• Diagnose and resolve hardware, software, connectivity, printing, telecommunications, and application issues.
• Manage assigned support requests through completion and communicate status and resolution to users.
• Perform onsite technology support at Roof Above facilities as needed.
• Escalate complex or higher-risk issues appropriately while remaining engaged through resolution.

• Prepare, configure, deploy, replace, and recover laptops, desktops, mobile devices, and peripherals.
• Support employee onboarding, offboarding, and technology changes.
• Perform routine Microsoft 365 administration involving users, groups, mailboxes, licenses, and access.
• Assist with Microsoft Intune Endpoint Management, software deployment, device compliance, and lifecycle activities.
• Maintain accurate equipment inventory, device assignments, warranty information, and related records.

• Troubleshoot basic wired and wireless network connectivity.
• Assist with switches, wireless access points, cabling, internet connectivity, and other site infrastructure.
• Support GoTo phones, softphones, voicemail, and related telecommunications services.
• Support printers, copiers, badge-printing equipment, conference-room technology, and other workplace systems.
• Coordinate routine vendor support requests and follow issues through resolution.

• Perform routine identity and access-management activities following established standards.
• Assist with endpoint security, remediation activities, Microsoft Defender, device compliance, and other cybersecurity initiatives.
• Follow least privilege, security, documentation, and change management practices.
• Identify and appropriately escalate potential security issues or unusual activity.

• Create and maintain technical documentation, procedures, configuration information, and knowledge-base articles.
• Identify recurring technology problems and recommend improvements rather than repeatedly treating individual symptoms.
• Assist with development and implementation of technology standards.
• Contribute to improving IT processes, automation, consistency, and service delivery.

• Participate in technology projects and increasingly assume ownership of projects or technical areas based on demonstrated capability.
• Develop knowledge in Microsoft 365, Intune, Entra ID, networking, cybersecurity, PowerShell/automation, and other technologies used by Roof Above.
• Contribute technical observations and recommendations to technology planning and Roadmap initiatives.
• Perform other technology-related duties consistent with the needs of the organization.

OTHER RESPONSIBILITIES

• Promoting a positive workplace culture aligned with organizational values.
• Demonstrated experience supporting Windows computers and common business applications.
• Working knowledge of Microsoft 365 or comparable cloud productivity environments.
• Understanding basic networking concepts, including TCP/IP, Wi-Fi, DNS, DHCP, and network troubleshooting.
• Strong troubleshooting and analytical skills.
• Ability to independently research problems and develop appropriate solutions.
• Ability to communicate technical information effectively to nontechnical employees.
• Strong customer service orientation and interpersonal skills.
• Ability to organize and prioritize multiple requests and responsibilities.
• Demonstrated initiative, accountability, and willingness to learn new technologies.
• Ability to document technical procedures and solutions clearly.
• Ability to travel between Roof Above locations as required.
• Relevant education, technical training, certifications, or equivalent practical experience.

EDUCATION, EXPERIENCE AND SKILLS REQUIRED

• Associate degree or bachelor’s degree in information technology, Computer Science, Information Systems, or a related field preferred. Relevant IT experience, training, or certifications may be considered in place of a degree.
• 1–3 years of relevant IT experience preferred. Equivalent education, certifications, or hands-on experience may be considered.

• Strong interpersonal and communication skills. 
• Ability to work collaboratively across teams.
• Ability to manage multiple priorities and meet deadlines.

Experience with one or more of the following is beneficial; expertise in every area is not required:

• Microsoft Intune and endpoint management
• Microsoft Entra ID
• Microsoft Exchange Online and Microsoft 365 administration
• Microsoft Defender or related cybersecurity platforms
• Fortinet networking and firewalls
• UniFi wireless and network management
• Windows Autopilot
• PowerShell or other scripting and automation
• VoIP and telecommunications systems
• IT service-management and ticketing platforms
• SharePoint or other Microsoft 365 collaboration technologies
• Technology support within a multi-site organization
• Vendor coordination and technology project work

WORKING ENVIRONMENT

The working environment for a Information Technology & Support Specialist is collaborative and dynamic, emphasizing open communication, may involve supporting staff across multiple locations. The role requires regular computer use, responding to technical support requests, and communicating with people from varied backgrounds. Occasional travel between sites, schedule flexibility, and the ability to respond to urgent technology issues may be required. 

OUR VALUES:

Heart for the Work 

• We choose this work and embrace this place.
• We practice radical compassion.
• We each do our unique part to end homelessness.

Solution-Oriented

• Grounding ourselves in what we know, we imagine what is possible.
• We are intentional about getting the right people involved, and we move towards effective action.
• We are exhaustive in our search for solutions.

Bring Our Best

• We practice self-care, self-awareness, and safety.
• We recognize what we need to let go of to move forward.
• We exercise diligence and grit.

Value Others

• We honor the profound worth of each life, and our work reflects it.
• We meet people where they are and approach others with genuine curiosity.
• We know we can’t do it alone.  We are stronger and smarter together.

Roof Above is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees