Information Technology & Support Specialist

ROOF ABOVE

Roof Above is NC’s most comprehensive homeless service provider. Our mission is to unite our community to end homelessness, one life at a time. Focusing on individuals experiencing homelessness, Roof Above offers everything from street outreach to emergency shelter to Rapid Rehousing to Permanent Supportive Housing. Roof Above’s services and programs reach over 1,400 individuals every day across ten campuses in Charlotte.

POSITION SUMMARY

The Information Technology & Support Specialist provides hands-on technical support and systems administration across Roof Above’s technology environment. Supporting employees across multiple locations, this role helps keep technology systems, devices, applications, and services reliable, secure, and effective in advancing the organization’s mission.

Responsibilities include day-to-day user support; endpoint deployment and management; Microsoft 365 administration; user access; telecommunications and site technology; equipment lifecycle management; documentation; and basic network troubleshooting.

Working closely with the Director of Information Technology, the specialist will also have opportunities to develop expertise in areas such as Microsoft Intune, Microsoft Entra ID, cybersecurity, networking, automation, and technology project implementation.

The successful candidate takes ownership of problems, communicates clearly with both technical and nontechnical colleagues, troubleshoots thoughtfully, and is motivated to learn new technologies and responsibilities.

ESSENTIAL FUNCTIONS

Technology Support & Service Delivery

• Provide responsive technical support to employees across Roof Above locations.
• Diagnose and resolve hardware, software, connectivity, printing, telecommunications, and application issues.
• Manage assigned support requests through completion and communicate status and resolution to users.
• Perform onsite technology support at Roof Above facilities as needed.
• Escalate complex or higher-risk issues appropriately while remaining engaged through resolution.

Endpoint & User Administration

• Prepare, configure, deploy, replace, and recover laptops, desktops, mobile devices, and peripherals.
• Support employee onboarding, offboarding, and technology changes.
• Perform routine Microsoft 365 administration involving users, groups, mailboxes, licenses, and access.
• Assist with Microsoft Intune Endpoint Management, software deployment, device compliance, and lifecycle activities.
• Maintain accurate equipment inventory, device assignments, warranty information, and related records.

Infrastructure & Communications

• Troubleshoot basic wired and wireless network connectivity.
• Assist with switches, wireless access points, cabling, internet connectivity, and other site infrastructure.
• Support GoTo phones, softphones, voicemail, and related telecommunications services.
• Support printers, copiers, badge-printing equipment, conference-room technology, and other workplace systems.
• Coordinate routine vendor support requests and follow issues through resolution.

Security & Access

• Perform routine identity and access-management activities following established standards.
• Assist with endpoint security, remediation activities, Microsoft Defender, device compliance, and other cybersecurity initiatives.
• Follow least privilege, security, documentation, and change management practices.
• Identify and appropriately escalate potential security issues or unusual activity.

Documentation & Continuous Improvement

• Create and maintain technical documentation, procedures, configuration information, and knowledge-base articles.
• Identify recurring technology problems and recommend improvements rather than repeatedly treating individual symptoms.
• Assist with development and implementation of technology standards.
• Contribute to improving IT processes, automation, consistency, and service delivery.

Projects & Professional Development

• Participate in technology projects and increasingly assume ownership of projects or technical areas based on demonstrated capability.
• Develop knowledge in Microsoft 365, Intune, Entra ID, networking, cybersecurity, PowerShell/automation, and other technologies used by Roof Above.
• Contribute technical observations and recommendations to technology planning and Roadmap initiatives.
• Perform other technology-related duties consistent with the needs of the organization.

OTHER RESPONSIBILITIES

• Promoting a positive workplace culture aligned with organizational values.
• Demonstrated experience supporting Windows computers and common business applications.
• Working knowledge of Microsoft 365 or comparable cloud productivity environments.
• Understanding basic networking concepts, including TCP/IP, Wi-Fi, DNS, DHCP, and network troubleshooting.
• Strong troubleshooting and analytical skills.
• Ability to independently research problems and develop appropriate solutions.
• Ability to communicate technical information effectively to nontechnical employees.
• Strong customer service orientation and interpersonal skills.
• Ability to organize and prioritize multiple requests and responsibilities.
• Demonstrated initiative, accountability, and willingness to learn new technologies.
• Ability to document technical procedures and solutions clearly.
• Ability to travel between Roof Above locations as required.
• Relevant education, technical training, certifications, or equivalent practical experience.