IT Support Specialist

CRISIS CENTER OF TAMPA BAY

 POSITION DESCRIPTION – IT Support Specialist

Position Details

Job Status: Full Time, Non-Exempt

Reports to: Information Systems Manager

Department: IT Services

Position Summary

The Crisis Center of Tampa Bay brings help, hope, and healing to people facing serious life challenges or trauma resulting from sexual assault or abuse, domestic violence, financial distress, substance abuse, medical emergency, suicidal thoughts, emotional, or situational problems. This role is responsible for the day-to-day technical support of our staff, hardware, and core business applications. While we partner with an external provider for backend infrastructure management, this position serves as the primary resource for all end-user technical needs and local system maintenance. This position reports to the Information Systems Manager and, in his or her absence, the COO.      

Strategic/Transformational Duties and Responsibilities

• Ensure the functioning of all technology systems deployed for the organization by maintaining effective communication with the different divisions of the Crisis Center, as well as working with third-party information technology support services to minimize disruption of vital information systems.
• Involves staff and other stakeholders in the performance quality improvement (PQI) process and uses data to improve services and outcomes.

Transactional/Administrative Duties and Responsibilities

• Identity & Access Management: Manage user lifecycles, group memberships, and permissions within a hybrid directory environment.
• Endpoint Management: Provision, deploy, and maintain workstations and mobile devices using modern automated deployment and mobile device management (MDM) platforms.
• General Technical Support: Troubleshoot hardware and software issues for on-site and remote employees, including productivity suites and specialized business applications.
• Hardware & Peripherals: Manage physical workstation setups, including laptop hardware, docking stations, and local/networked imaging equipment.
• Communication Systems: Support cloud-based unified communications (UCaaS) and collaboration platforms.
• Security & Compliance: Ensure all endpoints remain compliant with organizational security policies, including patching, encryption, and endpoint protection.
• Documentation: Maintain accurate hardware inventory and develop internal knowledge base articles for common technical workflows.
• On-Call Rotation: Participate in a scheduled on-call rotation to provide emergency support for our 24/7 operations.

Required Competencies

• Cooperation/Teamwork - Works toward win/win solutions. Deals with conflict collaboratively. Discusses root causes underlying the problem. Develops effective working relationships.
• Engaging Communication - Relates to people in an open, honest, sincere manner. Treats people with respect. Is friendly and approachable. Listens attentively to others. Communicates ideas clearly. Communicates appropriately with leadership and coworkers.
• Customer Service (Internal & External) - Recognizes and attends to important details with accuracy and efficiency. Treats customers courteously. Responds to customer requests in a timely manner. Elicits feedback from customers to monitor their satisfaction. Considers both short and long-term interests of the customer in making service decisions. Proactively identifies customer needs. Takes responsibility to resolve customer complaints. Takes business or personal risks to serve customers’ long-term interests. Creates strategies to help the organization serve customers more effectively.
• Adaptability - Adapts readily to changes. Works effectively under stress. Needs minimal supervision. Comfortable working in a fast-paced environment. Is reliable, dependable and results oriented. Maintains productivity and composure under pressure. Effectively prioritizes work and establishes clear goals and plans.
• Problem Solving - Views problems as opportunities to create new solutions.  Anticipates potential problems and analyzes alternative solutions. 
• Judgment - Gathers sufficient input before making decisions. Sees interrelatedness between issues. Considers alternative solutions. Makes appropriate and timely decisions.
• Valuing & Fostering Diversity - Demonstrates respect for individual differences and establishing a climate where all people can be comfortable and productive through sensitivity, empathy, and acceptance of cultural, racial, mental health, and socio-economic diversity.
• Self-Management – Takes responsibility for one’s behavior and well-being; Works effectively under stress and adapting one’s style to changing situations; Comfortable working in a fast-paced environment and needs minimal supervision; Exhibits a professional demeanor.

Education and Experience

• Operating Systems: Proficiency in supporting modern Windows desktop environments and mobile operating systems (iOS/Android).
• Cloud Productivity: Experience managing users within cloud-based productivity and email ecosystems.
• Hardware: Ability to diagnose and perform basic repairs on professional-grade laptop and desktop hardware.
• Networking: Basic understanding of TCP/IP, wireless connectivity, and remote access/VPN troubleshooting.
• Systems Management: Experience utilizing centralized monitoring, management tools, and ticketing systems.

Knowledge, Skills, and Abilities

• Knowledge of software application installation, operation, testing, and maintenance methods and techniques.
• Knowledge of current computer hardware, software characteristics and features.
• Knowledge of operating system software.
• A logical approach to troubleshooting with a desire to understand root causes.
• Knowledge of organizational standards for hardware and/or software.
• Knowledge of best practices for security (encryption, identity management, compliance etc.)
• Ability to detect, analyze, and solve hardware/software problems.
• Skill in communicating and training technical information to non-technical users.
• Skill in systematic problem solving.
• Ability to manage time effectively and respond promptly to emergency support requests when on call.
• Comfortable working in a collaborative environment where internal IT and third-party partners share responsibility for organizational success.
• Possess excellent time management and organizational skills.
• Ability to maintain confidential data.
• Ability to execute deliverables, work under pressure and adhere to deadlines in a manner consistent with the vision and mission of the Crisis Center of Tampa Bay.

Physical Demands/Working Conditions

Physical Requirement: Must have ability to lift and carry up to 25 lbs. Employee must be at to see, sit, climb or balance, hear, use hands, taste/smell, stoop, kneel, crouch, crawl, stand, walk, talk, and reach with hands and arms.

Working Conditions: Duties are performed primarily in an office setting. On occasion it will require the use of a personal automobile to travel to meetings or branch locations and you could be exposed to changing weather. The noise level is quiet.

Travel: Minimal.  Local travel to other sites required.

Hours: Monday-Friday varied hours, with on-call responsibilities after hours and holidays.

This job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of the responsibilities and expectations of this position. As the nature of business demands change so, too, may the essential functions of this position.

CCTB is committed to a policy of equal employment opportunity and affirmative action for our applicants and employees. It is our policy to apply recruiting, hiring, training, promotion, compensation, and professional development practices without regard to actual or perceived race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability or certain classifications based on genetic information, marital status, or any other characteristic protected by federal, state, or local laws, regulations or ordinances. Must be cleared in DCF Clearinghouse https://info.flclearinghouse.com