IT Specialist

JOB DESCRIPTION: IT Specialist
Location: Big Thought
Reports to: Senior Mgr. IT
Department/Division: BT Operations
Supervision: No
Effective: June 2025

About the Role:
The IT specialist manages and supports the organization’s technology infrastructure. They are responsible for ensuring that all IT systems, including hardware, software, and networks, function efficiently and securely.

About Big Thought:
Big Thought equips youth in marginalized communities to imagine and create their best lives and world. The secret that makes our work uniquely effective is the powerful combination of our social and emotional focus, experiential learning, community-centered partnerships, inclusion/equity lens and future focus.

Throughout our 30+ year history of innovation, Big Thought has become a national model in arts education, out of school time systems, summer learning and juvenile justice intervention. Now, we’re one of six community partnerships in the U.S helping scale national best practices in Social and Emotional Learning (SEL). We take direct-to-youth programs and resources to communities with the greatest needs and share our evidence-based best practices with other nonprofits and organizations through a suite of consultation services including professional development, curriculum design and technical assistance.

#Big Thought Way:
Big Thought brings relentless optimism, innovation, and imagination to everything we do. Our kids come first, and we use a collaborative, all hands-on deck approach to ensure that they are served well.

About the Ideal Candidate:
The ideal candidate has strong problem-solving skills, technical expertise, and an understanding of how to align IT solutions with business needs. This person must be adaptable, proactive, and knowledgeable about emerging technological trends.

Essential Job Duties:
1) Help Desk Ticket Support: Analyze and resolve staff technology issues and needs for software and hardware support utilizing the online ticketing system to document and ensure consistent issue resolution.
2) Patch Management Resolution: Regular review of the current patch management portal to ensure all users receive the latest operating system and application updates to keep all machines secure and up to date.
3) Backup & Recovery: Support backup procedures, confirm backup integrity, and participate in disaster recovery processes.
4) Project Support – Provide support for current and new IT projects
5) Technology Optimization – Deploys, rebuilds, and redeploys new and existing client computers and software to provision all staff with the optimal system for their needs
6) User Onboarding/Offboarding – Provision network and software accounts for new employees; ensure timely deactivation for departing employees. Prepare and issue hardware (e.g., laptops, peripherals, mobile devices); reclaim and update hardware for re-use when employees leave
7) Consumables Management – Leads problem resolution, optimal operation of, and consumables management for all copiers, printers, and postage systems
8) Equipment Inventory – Facilitate asset tracking, equipment loan, and return process of current technology as well as the management of recycled technology inventory prior to its disposition.
9) Administration – Office 365-related administration of user accounts, including required licensing, extension provisioning, and use of Microsoft Azure.
10) Process Improvement – Identify and recommend improvements to existing IT service processes and workflows to increase efficiency and user satisfaction.
11) Training – Assist as needed with training staff on various software or other topics as they arise.

Minimum Qualifications
1) At least two years’ related experience in an IT support role
2) Familiarization with advanced technology (Office 365, etc)
3) Strong analytical, diagnostic and problem-solving skills
4) Good communication, both written and verbal
5) Experience in a non-profit preferred

Physical Expectations (not an exhaustive list):
Big Thought jobs are hands on and can be physically demanding. To perform the duties of these roles successfully, you may regularly be required to: sit, stand, or stare at computer screen for long periods of time; participate in external activities; use various office equipment, some manual; work in environment with loud sounds, multiple distractions, and interruptions; be exposed to extreme hot or cold temperatures on occasion; maintain emotional control during stressful situations.

BIG THOUGHT ASPIRES TO BE A WORKPLACE OF INCLUSION & EQUITY. WE VISUALIZE A WORKPLACE THAT PROVIDES AN EXCEPTIONAL EMPLOYEE EXPERIENCE. WE BELIEVE A BASELINE REQUIREMENT TO ACHIEVE OUR VISION IS EVERYONE TREATED WITH DIGNITY AND RESPECT – REGARDLESS THE ISSUE AT HAND.

Big Thought is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Employees of Big Thought are expected to participate in mission driven activities, meetings, committees, etc. BT is based on a team environment and openness to always “lend a hand” as appropriate to another employee.

All employees are required to adhere to BT policies and procedures. All employees may expect to perform duties as assigned. In addition, all employees may be assigned “other” duties in the spirit of teamwork.

NOTE: This job description is not an employment agreement or contract. The CEO and/or designee has the exclusive right to alter this job description at any time without notice.