IT Support Specialist

Accepting Applications

Overview 

Catalyst:Ed is seeking an organized, service-oriented, and detail-focused IT Support Specialist to join our growing team. This role is critical in ensuring smooth IT operations by providing exceptional support to team members, managing IT requests with a customer-first mindset, maintaining IT inventory, administering key business applications, and identifying operational improvements.

The ideal candidate is proactive, solutions-driven, and thrives in a collaborative environment. You will play a crucial role in enabling our team by ensuring they have the tools and technology needed to work efficiently. Your ability to troubleshoot issues, communicate effectively, and drive continuous improvements will directly impact the success of Catalyst:Ed’s mission.

Who We Are

Catalyst:Ed is a national nonprofit that improves outcomes for America’s children and youth by strengthening the schools and nonprofits that serve them. We do this by connecting them to the expertise, resources, and hands-on support they need to drive transformational outcomes for students, families, and communities.

Catalyst:Ed is a national nonprofit that improves outcomes for America’s children and youth by strengthening the schools and nonprofits that serve them. We do this by connecting them to the expertise, resources, and hands-on support they need to drive transformational outcomes for students, families, and communities.

We’re on an exciting growth trajectory, building a new technology platform from the ground up, designed to scale from supporting hundreds to thousands of organizations. This platform will empower nonprofits and education agencies by providing the technical capacity they need to become more effective, innovative, and equitable in their work.

Your Role & Responsibilities

As the IT Support Specialist, your responsibilities will include the following areas:

IT Support & User Assistance (~40%)

  • Provide IT support for Windows and Mac environments, troubleshooting hardware, software, and network-related issues.
  • Manage and resolve IT support tickets in a timely manner.
  • Maintain and track IT inventory, including software licenses and hardware assets.
  • Assist with video conferencing setup, user access management, and IT onboarding/offboarding.
  • Conduct trainings and develop guides to help team members navigate IT tools and systems.

Business Application & System Administration (~30%)

  • Administer and support Airtable, including building workflows, optimizing processes, and troubleshooting issues.
  • Manage access and enterprise tools, including Google Workspace, Slack, Zoom, Miro, Calendly, and other SaaS platforms.
  • Implement small enhancements and automation improvements to business applications (e.g., Zapier, integrations).
  • Support team members in using internal systems effectively and ensuring best practices for data management.

IT Process Improvement & Security (~20%)

  • Identify and implement process improvements to enhance IT efficiency and reduce recurring issues.
  • Maintain IT documentation, including troubleshooting procedures, IT policies, and system records.
  • Support security enhancements, including SSO implementation, password management (e.g., Dashlane), and IT automation.

Cloud & Infrastructure Support (~10%)

  • Provide basic AWS administration, including user management, permissions, and monitoring cloud services.
  • Assist in maintaining cloud operations, ensuring security, cost management, and system reliability.
  • Support domain (DNS) configurations, website security, and infrastructure upkeep.

 Qualifications

Technical Skills

  • 2–5 years of IT support or systems administration experience.
  • Experience managing IT support in Windows and Mac environments, including troubleshooting and operational support.
  • Hands-on experience with Airtable administration, workflow automation, and data management.
  • Familiarity with Google Workspace, Slack, Zoom, Calendly, Miro, and other enterprise tools.
  • Knowledge of AWS administration, cloud operations, and access management.
  • Experience managing IT inventory, including tracking software licenses and hardware assets.
  • Basic understanding of network configurations, VPNs, and IT security best practices.
  • Proficiency in IT support ticketing systems (e.g., Jira, Zendesk, or similar tools).

Soft Skills

  • Customer-service mindset, with the ability to explain technical concepts in simple terms.
  • Strong problem-solving skills and the ability to work independently and proactively.
  • Excellent communication and collaboration skills across cross-functional teams.
  • Strong attention to detail and ability to manage multiple IT tasks simultaneously.

Preferred Skills & Experience

  • Experience with IT process automation (e.g., Zapier, scripting, workflow automation).
  • Familiarity with HR systems and knowledge management.
  • Prior experience working in nonprofits, education, or mission-driven organizations.
  • IT certifications such as ITIL, CompTIA, or AWS Certified Cloud Practitioner are a plus.

Good to Know

  • Compensation: $60,000 – $75,000, commensurate with experience. Benefits include medical and dental insurance, 403(b) with up to 5% match on base salary, and a generous leave policy.
  • Preferred Start date: March 2025
  • Team: You will work closely with the Program Manager, Product and Technology and collaborate across the organization.
  • Location: Catalyst:Ed works nationally. We are a remote team with an office in New Orleans. Team members can work from a location of their choosing. 
  • Travel Requirements: Occasional travel is required for in-person team meetings. 
  • Physical Demands and Working Environment: The bullet points below are representative of the physical demands and working environment that must be met by a team member to successfully perform the essential functions of this role. Reasonable accommodations may be made for individuals with disabilities to perform essential job functions.
    • Standard/remote office setting; proximity to office equipment that includes electronic devices.
    • Multiple people-facing meetings and interactions a day using Zoom or other video call software
    • Must remain at a workstation for at least 50% of the time; will need to use equipment that includes electronic devices.

How to apply

If this sounds like the right role and the right mission for you, please complete the application. We will review applications on a rolling basis shortly after they are received. The selection process includes a work exercise, 3-4 virtual interviews of 45-60 minutes each, and reference checks.

Please email [email protected] with any questions about the role.

Catalyst:Ed is an equal opportunity employer and is committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law.