IT Systems & Support Specialist

About JFF:  

Jobs for the Future (JFF) drives transformation of the U.S. education and workforce systems to achieve economic advancement for all. Seeing that millions of people are unfairly shut out of quality jobs and the chance for a better life, our goal is to align education, workforce, and employment changemakers toward a shared North Star: By 2033, 75 million people facing systemic barriers to advancement will work in quality jobs. To achieve that goal, we design solutions, scale best practices, influence policy and action, and invest in innovation. With a staff of more than 200 people across the country working remotely and in offices in Boston (headquarters), Washington, DC, and Oakland, California, we operate at the national, state, and local levels, forging deep partnerships with employers, investors, entrepreneurs, policymakers, and education and workforce development providers to break down barriers and reimagine what’s possible.    

Equal Employment Opportunity at JFF    

Inclusion, belonging, and well-being are core to JFF’s North Star and mission, and we seek to invest in and learn from those who represent the communities we serve as it is important to the success of our work and the engagement of our staff members. We aim to cultivate a culture that centers the overall care, well-being, and success of the employee through flexible work hours, balanced workloads, professional development, and career advancement opportunities for all.  JFF is a fair chance employer and in alignment to our North Star, we strongly encourage individuals whose highest level of education attained is less than a 4-year degree; People of Color; and people with records to apply to our open roles. 

About the position:  

Reporting to the IT Operations Manager, the IT Systems & Support Specialist plays a central role in delivering a high-quality technology experience for JFF staff by providing exceptional service desk support, managing incidents, executing onboarding/offboarding workflows, administering SaaS applications, and ensuring staff have the tools, access, and knowledge they need to succeed. This role is part of JFF’s IT Operations team and will partner closely with colleagues across IT, People & Culture, Finance, and other departments to maintain seamless technology operations, strengthen digital literacy, and support organization-wide events.  

This position is ideal for a detail-oriented, service-minded technologist who enjoys solving problems, documenting solutions, enabling staff, and improving operational workflows. In this role you will have the opportunity to interface regularly with JFF staff members at all levels and external partners or clients as needed. 

The IT environment includes a 95% Mac OS, 5% Windows OS device mix and a primarily cloud-based SaaS ecosystem with minimal on-premise infrastructure. End-user computing is supported through mobile device management and remote support tools, while collaboration and productivity are driven by Microsoft 365 (Exchange, Teams, OneDrive, SharePoint). Identity, access, and security are centrally managed, and the IT team focuses on SaaS administration, endpoint management, access controls, integrations, and user experience rather than traditional server maintenance. 

This is an exciting opportunity for someone who is looking to grow and apply their technological knowledge and IT support experience to hit the ground running and support a growing, mission-driven organization. 

What you'll do:   

Service Desk & Incident Management 

• Act as a point of contact for IT service desk requests—triaging, diagnosing, and resolving incidents across hardware, software, accounts, and SaaS platforms. 
• Use the ITSM platform (Zendesk) to log, classify, and manage tickets; ensure timely resolution within established SLAs, escalating complex issues as needed to the appropriate parties. 
• Conduct root-cause analysis on recurring issues and propose process enhancements. 
• Provide remote and onsite support, with excellent communication and customer-service skills. 

Onboarding & Offboarding Workflows 

• Execute end-to-end technology onboarding for new hires, including device provisioning, account creation, license assignment, equipment shipping, and orientation training. 
• Execute end-to-end technology offboarding for departing staff, including removing access, coordinating equipment return, managing file archiving, and ensuring proper license reclamation. 
• Partner with People & Culture to execute workflows and maintain a consistent experience for incoming and departing staff. 

Software, License & Asset Management 

• Maintain accurate inventories of all software licenses, and SaaS subscriptions. 
• Monitor license usage and renewal cycles. 
• Support procurement workflows for end-user hardware, peripherals, and software. 

SaaS & Application Administration 

• Provide Tier-1/Tier-2 administration for major platforms including Microsoft 365, Asana, Salesforce, Glean, Domo, and other organizational SaaS systems. 
• Support application setup, access management, MFA configuration, and basic configuration changes. 
• Assist in monitoring health, integrations, and user experience across JFF’s SaaS ecosystem. 

Digital Literacy Support & Knowledge Base Management 

• Create and maintain knowledge base articles, how-to guides, and short training videos to improve digital literacy and reduce repeat incidents. 
• Conduct small-group or 1:1 training sessions on common tools (Microsoft 365, conferencing platforms, device basics, digital security, etc.). 
• Contribute to improving IT documentation, processes, and SOPs. 

Hardware Asset Management 

• Assist with device setup and maintenance of organizational hardware including laptops, monitors, peripherals, printers, and networking equipment. 
• Assist with troubleshooting Mac/Windows devices, network equipment, A/V equipment, and conference room technology. 

Events & Meeting Technology Support 

• Provide live tech support for internal and external events, including Teams/Zoom sessions, hybrid meeting setups, and A/V needs. 
• Assist Event teams and external A/V vendors on technical requirements, equipment, and day-of support needs. 

Who you are:   

The qualifications listed within the job description are intended as a guide and we do not expect candidates to bring all experiences and skills listed. Research supports that self-selecting out of potential professional opportunities is particularly common among individuals with identities that are marginalized in professional spaces. So, if you believe that you can meet the overall expectations of the position, we encourage you to apply so that we have an opportunity to learn more about you and the unique strengths you would bring to the work. 

Technical Skills 

• You bring 6-8 years of experience in IT support, service desk work, or systems administration in a Mac-heavy environment. 
• You possess strong knowledge of MacOS (required) and Windows OS (preferred). 
• You have strong experience administering Microsoft 365 (Entra ID, Exchange, SharePoint, Teams, OneDrive, etc. 
• You have strong experience with ITSM tools (e.g., Zendesk), MDM platforms (e.g., Jamf), and remote support tools (TeamViewer, etc.). 
• You possess and understanding of identity & access management principles, MFA, SSO, and basic cybersecurity practices. 
• You are familiar with on-premise IT infrastructure operations and maintenance, including networking equipment such as routers, switches, firewalls, wireless access points, and supporting hardware like servers and storage devices. 

Professional Competencies 

• You are a resourceful, self-starting, critical thinking problem solver who can troubleshoot a wide range of technical issues and quickly diagnose technical issues as they arise. 
• You are highly capable of learning new software and platforms quickly. 
• You have a customer-centric mindset with exceptional written and verbal communication. 
• You have the ability to balance multiple priorities, manage SLAs, and follow structured processes. 
• You have experience creating documentation and training materials to support end-user learning. 

Organizational Alignment 

• You are dependable and willing to work a flexible hybrid schedule with the need for on-site and occasional inconsistent hours dictated by IT issues and meeting/event schedules. 
• You are willing to roll up your sleeves on a wide range of work, from higher-level systems administration and incident management to hands-on tasks like A/V setup, equipment moves, and in-room tech support. No task is too small when it supports JFF staff and mission. 
• You are comfortable working in a less rigid, fast-changing environment where priorities can shift and not everything is fully scripted or documented. 

What We Offer  

At JFF, we’re fueled by the desire to create a world where everyone has equal opportunity for economic advancement. Our team works hard to push the boundaries of what is possible, and in return, we provide a gratifying work experience, competitive salaries, and a comprehensive benefits program that includes flexibility and choice as core values in order to support people wherever they are in their lives and careers.   JFF offers a flexible PTO policy. For IT roles that support core business hours, time away is planned in coordination with the team to ensure coverage and continuity of support.  JFF has offices in Boston, Oakland, and Washington, DC, this role will be based in our Washington, DC office; employees are welcome to use JFF office space to work in-person or hybrid. To improve the employee experience and promote productivity while working remotely, JFF offers an annual home office stipend to all regular full-time and part-time employees. In addition, new employees receive office equipment as needed.    

The hiring range for this role is $90,000 - $100,000 annually, in alignment to JFF’s Senior Manager salary band and our compensation philosophy. Starting salaries for new hires will be determined based on a combination of the new hire’s relevant experience and market demands. 

To Apply  

As part of your application, please include your resume and a thoughtful cover letter, addressed to Aaron Andino, IT Operations Manager, outlining how your skills and experience meet the qualifications of the position.  Our hiring process for this role will typically include: a recruiter phone screen, a hiring manager conversation, a live case exercise focused on real IT scenarios, and a panel interview with cross-functional partners. We’ll share details and preparation guidance in advance of each stage. We are accepting applications through January 30, 2026 at 9am ET. Applications submitted by that date will be reviewed and candidates will receive updates on their candidacy by the week of February 9, 2026. At JFF, we’re also committed to accessibility and want to ensure that everyone, including people with disabilities, can fully access and engage with our application and hiring process.  If you are unable to complete this application due to a disability and/or have specific access/accommodation needs in order to fully participate in our hiring process, please contact us at hiringaccommodations@jff.org. 

Positions at JFF are not eligible for employer-visa sponsorship or open to F-1 student visa holders.