IT Support Specialist

The IT Support Specialist at the American Meteorological Society serves as the primary contact for staff technology needs, providing technical support and day-to-day technology administration across a hybrid organization based in Boston.

Key Responsibilities

• Act as the primary point of contact for staff technical support requests through a ticketing system, email, phone, and in-person support.
• Independently investigate, troubleshoot, and resolve issues involving hardware, software, operating systems, connectivity, and applications for both office-based and remote staff.
• Manage and prioritize support requests, maintain clear documentation, and follow issues through to resolution.
• Research unfamiliar technical problems using available resources, vendor documentation, administrative tools, and appropriate troubleshooting methods.
• Coordinate with managed service providers, software vendors, and other technical partners to resolve issues and escalate complex problems when needed.
• Identify recurring issues and recommend improvements to increase reliability, reduce support demand, and improve staff productivity.
• Provide clear, patient, effective technical guidance to staff across different levels of technical experience.
• Administer Google Workspace, including user accounts, Gmail, Google Groups, email aliases, access permissions, and related administrative functions.
• Perform routine user administration and application configuration, including access permissions and licensing across organizational software and cloud platforms.
• Coordinate IT onboarding and offboarding, including account provisioning, access changes, hardware preparation, and technical orientation.
• Troubleshoot document sharing, permissions, authentication, and collaboration issues involving staff and authorized external users.
• Support productivity and collaboration tools, including Google Workspace, Microsoft 365, Zoom, Adobe Creative Cloud, and other organizational systems.
• Support routine administration and troubleshooting of specialized applications used for membership, events, publishing, and organizational operations.
• Work with departments to investigate application issues, coordinate resolutions, and provide occasional technical assistance to volunteers and committee participants when appropriate.
• Configure, deploy, troubleshoot, and maintain staff laptops, peripherals, and related technology equipment.
• Coordinate hardware purchasing, deliveries, warranties, repairs, replacements, and secure equipment disposal.
• Maintain accurate hardware inventories, equipment assignments, and device lifecycle records.
• Monitor and troubleshoot endpoint operations, including operating system updates, security software, device health, and application configurations.
• Support routine administration and troubleshooting for endpoint security, remote access, and device management technologies.
• Troubleshoot office technology, including Wi-Fi connectivity, printers, audiovisual equipment, and related systems.
• Participate in evaluating, testing, and deploying new hardware, operating systems, and endpoint management solutions as AMS modernizes its technology environment.
• Develop, coordinate, and maintain an ongoing cybersecurity awareness training program, including staff education, phishing simulations, and related communications.
• Monitor training participation, identify improvement opportunities, and coordinate security awareness activities with the IT Director.
• Review software licenses, subscriptions, and application usage to identify cost savings and more efficient use of resources.
• Partner with staff and department managers to evaluate software needs, obtain approvals, and recommend license adjustments or cost-effective alternatives.
• Assist in implementing and maintaining IT security practices such as multifactor authentication, access controls, endpoint protection, and secure account management.
• Identify and report potential security concerns, coordinating with internal technical staff and external service providers as appropriate.
• Provide basic technical assistance with website content management systems, online forms, and other web-based applications.
• Assist with setup, testing, and troubleshooting of Zoom meetings, webinars, podcasts, and related audiovisual technologies.
• Collaborate with DTaP developers, the systems administrator, and other team members to investigate issues involving organizational applications and interconnected systems.
• Identify opportunities to improve workflows using automation, AI-assisted tools, self-service resources, and other practical technology solutions.
• Research and evaluate new technologies, recommending improvements that support organizational productivity and efficiency.
• Maintain and improve internal IT procedures, troubleshooting documentation, and knowledge base resources.
• Communicate ongoing activities, upcoming priorities, identified issues, and recommendations to the IT Director.
• Take ownership of assigned initiatives, coordinating with stakeholders and following through from initial investigation to implementation and resolution.
• Perform other duties as needed to support the department and the Society.

Required Qualifications

• Associate degree, relevant professional certification, or an equivalent combination of education, training, and practical experience.
• At least three years of professional experience providing IT support, application administration, or related technical services.
• Strong technical aptitude with the ability to quickly learn, navigate, configure, and troubleshoot a range of software applications, operating systems, and web-based platforms.
• Experience supporting Windows or macOS computers and cloud-based productivity and collaboration applications.
• Experience with routine technical administration, including user accounts, permissions, application settings, and troubleshooting.
• Administration experience with Google Workspace or a similar cloud-based productivity platform.
• Ability to independently investigate problems, research solutions, exercise sound judgment, and complete issues through to resolution.
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to nontechnical users.
• Strong customer service orientation, patience, professionalism, and ability to build positive working relationships with staff and external partners.
• Ability to communicate and coordinate effectively with software vendors, technical service providers, and colleagues.
• Strong initiative, accountability, organizational skills, attention to detail, and ability to manage competing priorities with minimal supervision.
• Proactive approach to identifying operational needs, recommending improvements, and taking responsibility for completion of work.
• Adaptability, curiosity, and enthusiasm for learning and working with new technologies.
• Ability to meet regular onsite requirements for this Boston-based hybrid position (approximately two days per week onsite).
• Programming, scripting, and advanced server administration experience are not required.

Technology Exposure

• Windows, macOS
• Google Workspace, Gmail, Google Groups
• Microsoft 365
• Zoom
• Adobe Creative Cloud
• Cloud-based security and endpoint management tools
• Multifactor authentication, access controls, endpoint protection
• Wi-Fi, printers, audiovisual equipment
• DTaP

Compensation and Location

Location: Boston, MA (hybrid). Salary: USD 65,000 - 70,000 per year.

Benefits

• Health, dental, and vision coverage
• 3 weeks of paid vacation
• Sick time
• Holidays
• Superior retirement plan match
• Group life and disablity insurance after one year of employment
• Public Service Loan Forgiveness (PSLF) qualified employer

Interview and Work Arrangement

• Initial interviews are conducted over Zoom.
• Additional interviews are in person.
• Full-time hybrid role based in the Boston office, requiring approximately two days per week onsite, with occasional additional days for specific projects or operational needs.