IT Support Specialist

The American Meteorological Society (AMS) is seeking a resourceful, adaptable, and service-oriented IT Support Specialist to serve as the primary point of contact for staff technology needs and provide technical support and day-to-day technology administration across the organization. As part of a small, collaborative IT team, this position also contributes to cybersecurity initiatives, technology modernization, cost optimization, and improvements to IT operations. At AMS, technology support is anything but routine. This is more than a traditional help desk position. The IT Support Specialist works across a diverse environment that includes Windows and macOS devices; Google Workspace; Microsoft 365; Zoom; Adobe Creative Cloud; cloud-based security and endpoint management tools; and specialized applications supporting membership, events, publishing, and web content. Responsibilities include troubleshooting, user administration, system configuration, and technical assistance across these platforms. Prior experience with every platform is not expected. We value broad technical aptitude, initiative, curiosity, collaboration, strong communication skills, and independent problem-solving over expertise in any single technology. You'll be encouraged to learn, ask questions, take ownership of projects, explore new technologies, and contribute ideas that improve how we work, with the support of experienced technical colleagues. The ideal candidate enjoys working with both technology and people, can independently research and resolve unfamiliar problems, exercises sound judgment, and follows through on responsibilities. For someone who enjoys variety, likes solving problems, and wants their contributions to make a difference, this position offers opportunities to expand technical skills, assume additional responsibilities, and grow professionally while supporting a meaningful nonprofit mission. This is a full-time, hybrid position based in our Boston office, requiring approximately two days per week onsite, with occasional additional days for specific projects or operational needs. PRIMARY RESPONSIBILITIES Technical Support and Help Desk Operations Serve as the primary point of contact for staff technical support requests via ticketing system, email, phone, and in person. Independently investigate, troubleshoot, and resolve hardware, software, operating system, connectivity, and application issues for 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 directly with managed service providers, software vendors, and other technical partners to resolve issues, escalating complex matters when appropriate. Identify recurring problems and recommend solutions that improve reliability, reduce support requests, and enhance staff productivity. Provide clear, patient, and effective technical guidance to staff with varying levels of technical experience. Cloud Applications, User Administration, and Collaboration Administer Google Workspace, including user accounts, Gmail, Google Groups, email aliases, access permissions, and related administrative functions. Manage routine user administration, application configuration, access permissions, and licensing across organizational software and cloud-based 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. Provide support for productivity and collaboration applications, including Google Workspace, Microsoft 365, Zoom, Adobe Creative Cloud, and other organizational systems. Assist with routine administration and troubleshooting of specialized applications supporting membership, events, publishing, and organizational operations. Work directly with departments to investigate application issues, coordinate resolutions, and provide occasional technical assistance to volunteers and committee participants as appropriate. Hardware, Endpoint Management, and IT Operations 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 routine endpoint operations, including operating system updates, security software, device health, and application configurations. Support routine administration and troubleshooting of 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. Cybersecurity and Proactive Technology Management Develop, coordinate, and maintain an ongoing cybersecurity awareness training program, including staff education, phishing simulations, and related communications. Monitor training participation, identify opportunities for improvement, and coordinate security awareness activities with the IT Director. Proactively review software licenses, subscriptions, and application usage to identify opportunities for cost savings and more efficient use of organizational resources. Work directly with staff and department managers to evaluate software needs, obtain appropriate approvals, and recommend license adjustments or cost-effective alternatives. Assist with implementation and maintenance of established IT security practices, including 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. Application Support, Technology Improvements, and Collaboration Provide basic technical assistance with website content management systems, online forms, and other organizational web-based applications. Assist with the 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 through automation, AI-assisted tools, self-service resources, and other practical technology solutions. Research and evaluate new technologies and recommend 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 appropriate stakeholders and following through from initial investigation to implementation and resolution. Perform other duties as needed to support the success of the department and the Society. REQUIRED QUALIFICATIONS Associate degree, relevant professional certification, or 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 and demonstrated ability to quickly learn, navigate, configure, and troubleshoot a wide variety of software applications, operating systems, and web-based platforms. Experience supporting Windows or MacOS compute