IT Support, Specialist

Overview

We are seeking a high-energy, motivated, and technically adept IT Support, Specialist to optimize IT operations and service delivery, automation, and endpoint management across the organization. This hands-on role requires deep expertise in PowerShell scripting, Microsoft 365, and modern IT service frameworks such as ITIL and Agile.

The IT Support, Specialist serves as the primary technical escalation point for IT Support Associates while being responsible for resolving complex Tier 2 support requests, driving automation initiatives, ensuring endpoint compliance, and enabling secure, efficient, and reliable IT operations. They will partner closely with IT Operations, Application Development, Salesforce, Digital Product Solutions, and Cybersecurity teams to streamline operational workflows, improve user experience, and uphold security standards.

This role is ideal for someone who thrives in a fast-paced environment, brings strong problem-solving skills, and demonstrates initiative in shaping how IT Service Desk Operations evolves within a growing, service-driven organization. The successful candidate will provide technical mentorship to IT Support Associates while collaborating extensively with IT Operations Specialists on strategic asset management and inventory control enhancements.

Position requires a hybrid work model with two days in-office per week, with additional days as needed based on deliverables for projects and various tasks.

Salary range is $70,000 - $75,000 plus 9.6% annual discretionary bonus.

Base pay range

$60,000.00 / yr - $65,000.00 / yr

Salary range is $70,000 - $75,000 plus 9.6% annual discretionary bonus.

About National Philanthropic Trust

National Philanthropic Trust is a public charity dedicated to providing philanthropic expertise to donors, foundations, and financial institutions, enabling them to realize their philanthropic aspirations. NPT was founded in 1996. Since that time, we have raised more than $80.2 billion in charitable contributions and currently manage $57.1 billion in charitable assets. We have made more than 930,000 grants totaling more than $37.7 billion to charities all over the world. We rank among the largest grantmaking institutions in the United States.

Our mission is to increase philanthropy in society. To that end, our experienced staff of philanthropic professionals are fully prepared to help you establish and administer your donor-advised fund. NPT is led by a Board of Trustees composed of nationally known experts in philanthropy and business.

At National Philanthropic Trust, we foster a welcoming environment for all. People are valued and respected for who they arewith opportunities to bring their entrepreneurial spirit and talents to increase giving around the world. We have an inclusive, supportive, collaborative culture that makes National Philanthropic Trust one of the most rewarding places to work.

Job Summary : We are seeking a high-energy, motivated, and technically adept IT Support, Specialist to optimize IT operations and service delivery, automation, and endpoint management across the organization. This hands-on role requires deep expertise in PowerShell scripting, Microsoft 365, and modern IT service frameworks such as ITIL and Agile.

The IT Support, Specialist serves as the primary technical escalation point for IT Support Associates while being responsible for resolving complex Tier 2 support requests, driving automation initiatives, ensuring endpoint compliance, and enabling secure, efficient, and reliable IT operations. They will partner closely with IT Operations, Application Development, Salesforce, Digital Product Solutions, and Cybersecurity teams to streamline operational workflows, improve user experience, and uphold security standards.

This role is ideal for someone who thrives in a fast-paced environment, brings strong problem-solving skills, and demonstrates initiative in shaping how IT Service Desk Operations evolves within a growing, service-driven organization. The successful candidate will provide technical mentorship to IT Support Associates while collaborating extensively with IT Operations Specialists on strategic asset management and inventory control enhancements.

Key Responsibilities :

• Automation & Process Improvement
• Develop and maintain comprehensive PowerShell script libraries to enhance IT support and operational workflows.
• Partner with Application Development and Integration team to design and implement sophisticated automation solutions.
• Collaborate with IT Operations Specialists on automation initiatives that improve asset management and inventory control processes
• Identify opportunities to streamline support processes, reduce repetitive work, and improve response times.
• Lead process improvement initiatives that enhance efficiency and user satisfaction.
• Service Delivery & Operations
• Serve as primary technical escalation point for IT Support Associates on complex technical issues
• Manage assignment, triage, and escalation of support requests, ensuring SLA targets are consistently met through Jira Service Management.
• Resolve complex Tier 2 issues, delivering both onsite and remote support with expert-level technical capabilities.
• Oversee on / offboarding processes, ensuring secure configuration and provisioning.
• Collaborate extensively with IT Operations Specialists on endpoint management through Microsoft Intune and Entra ID, focusing on asset lifecycle and inventory optimization.
• Documentation & Training
• Lead documentation initiatives, maintaining accurate technical and process libraries that serve as knowledge resources.
• Develop training materials and procedures for IT Support Associates and end users
• Translate complex technical information into clear, user-friendly materials.
• Deliver training sessions and workshops to increase user proficiency and reduce recurring issues.
• Create and maintain knowledge base that supports efficient problem resolution.
• Security & Compliance
• Support identity governance and secure access control using Microsoft Entra with advanced configuration capabilities.
• Ensure endpoints meet compliance and configuration standards through sophisticated monitoring and remediation.
• Collaborate with Cybersecurity to align support practices with governance and risk.

Required Skills & Experience

Physical Requirements

What Makes You Successful In This Role

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