IT Specialist, 988

About This Role

Provide technical assistance and support for the 988 Crisis Hotline's computer systems, software, hardware, and networking. Oversee technology platforms to ensure seamless operations and optimal use of IT resources.

Responsibilities

• Provide technical assistance and support for inquiries and issues related to 988 hotline computer systems, software, hardware and networking
• Oversee all hotline technology platforms including RingCentral, iCarol, Vibrant Exchange and others
• Diagnose and resolve technical issues with hotline hardware, software and network connectivity and escalate to vendors as necessary
• Create accounts for new staff in all relevant systems
• Assist users in understanding and utilizing IT systems effectively and provide training and guidance on software and hardware usage as needed
• Support regular maintenance and updates on IT systems including patches, upgrades and configurations to ensure security and functionality
• Implement data backup and recovery procedures to protect hotline data and ensure program continuity in case of system failure or disasters
• Maintain accurate documentation of IT systems, configurations, procedures and user guides
• Lead IT projects such as system upgrades, installations and migrations
• Coordinate with external vendors and service providers for the procurement, maintenance and support of IT systems and services
• Support implementation and enforcement of IT security policies and procedures and monitor systems for security breaches
• Research the latest technology that may benefit the hotline services
• Share regular updates on IT systems with staff

Requirements

• Bachelor's degree in information technology, computer science or related field or equivalent
• Minimum of 2 years of experience as an IT specialist or in a similar IT support role
• Proficient with Microsoft 365 applications, including Office Suite, Outlook and Teams
• Ability to pass background checks
• Ability to pass drug screen
• Ability to pass required training
• Reliable transportation
• Ability to work evenings, overnights and weekends

Qualifications

• Bachelor's degree in information technology, computer science or related field or equivalent
• Minimum of 2 years of experience as an IT specialist or in a similar IT support role

Skills

* Required skills

Benefits