Description

Principal Duties and Responsibilities
Help Desk and End-User Support
Serve as the first point of contact for staff seeking technical assistance via phone, email, or in person.
Troubleshoot and resolve issues related to computers, mobile devices, desk phones, printers, applications, and network connectivity.
Escalate complex issues to Level 2/3 support or external vendors as required.
Provide onboarding and offboarding support, including account creation, access provisioning, hardware preparation, and equipment recovery.
Document all support requests and resolutions in the organization’s ticketing system.
Hardware and Asset Management
Configure, deploy, and maintain end-user hardware, including laptops, desktops, tablets, desk phones (VoIP), and agency-issued cell phones.
Maintain an accurate inventory of all IT equipment, accessories, and software licenses.
Perform routine hardware upkeep, including updates, cleaning, imaging, and replacement scheduling; troubleshoot and repair hardware issues as necessary.
Coordinate repairs and warranty services with vendors.
Infrastructure and Network Support
Monitor network performance and address issues related to connectivity, switches, access points, and internet uptime; troubleshoot and resolve network issues as necessary.
Manage basic network maintenance tasks under the supervision of senior IT staff or external service providers.
Manage implementation of technology upgrades and planned maintenance activities.
Security and Surveillance Systems
Assist with the operation, monitoring, and basic troubleshooting of physical security systems, including security cameras, door access systems, and alarms.
Perform routine checks to ensure cameras are recording, online, and properly configured.
Support secure storage of video footage in accordance with agency policies and confidentiality requirements.
Coordinate with security system vendors for repairs and system enhancements.
Cybersecurity and Data Protection
Support adherence to cybersecurity protocols, including MFA enforcement, antivirus management, and patching schedules.
Assist staff with secure password practices, device encryption, and safe handling of confidential information.
Manage cybersecurity assessments and testing; document and track vulnerabilities or incidents and related remediation steps; and deliver staff training on secure technology use and data protection best practices.
Follow incident-reporting procedures for suspected breaches or data-loss events.
Maintain IT spaces and equipment in compliance with privacy, confidentiality, and survivor safety standards.
Participant Database Management
Support Casa Myrna’s data collection and reporting processes via EmpowerDB, our client services database.
Manage communication with the database developer.
Recommend, create, and edit reports; identify gaps in data collection and propose solutions; troubleshoot system issues; and update processes as needed.
Other Duties
Represent the agency at meetings with community collaborators and at other events as needed.
Participate in team and agency meetings.
Work as a team player with other program and agency staff.
Develop own professional development plan and attends trainings, meetings, and conferences within Casa Myrna and in the community.
Other related duties as assigned by supervisor and agency.
Qualifications and Requirements
Committed to Casa Myrna’s values and mission of ending domestic and dating violence and commercial exploitation, and promoting social justice and social change.
At least 2 years of IT help desk or technical support experience.
Foundational knowledge of Windows and macOS environments, Office 365 and Office 365 administration, basic networking principles (LAN/Wi-Fi/VPN), JumpCloud device management, and Brivo security systems.
Demonstrated experience with VoIP systems, surveillance systems, and mobile device management (MDM) tools. Basic understanding of cybersecurity best practices.
Proficient experience with hardware diagnostics and replacement for laptops/desktops and mobile devices.
Preference for expertise in database management, including data reporting.
Ability to work and advocate in a collaborative style that is appropriate and non-judgmental with diverse ethnic, cultural, linguistic, and socio-economic groups, as well as diversity based on ability/disability, sexual orientation and religion.
Ability to prioritize and coordinate work at multiple sites; ability to work independently and in a team.
Excellent interpersonal communication, crisis management, organizational, and problem-solving skills.
Promote an atmosphere of respect and cooperation; maintain confidentiality regarding program participants.
Ability to travel throughout Boston required; access to reliable transportation.
Ability to work a flexible schedule, including evenings and/or weekends as needed.
Ability to lift and transport equipment up to 30 pounds across program sites.
Strong preference for candidates who identify as a member of a marginalized community as Casa Myrna works to be an inclusive and equitable organization.