IT Systems & Technology Assistant (Volunteer)

Position Overview

The IT Systems & Technology Assistant (ITSA) supports the technical operation, maintenance, organization, security, and testing of NHSC’s physical and digital technology systems.

The ITSA helps ensure that NHSC’s software, hardware, applications, platforms, integrations, and other technology remain functional, properly configured, secure, documented, and ready for organizational use. This position provides day-to-day technical support and assists the Chief Technical Officer with implementing, testing, maintaining, troubleshooting, and improving NHSC’s technology environment.

The ITSA serves as a technical liaison between NHSC and technology vendors and assists with evaluating new software, hardware, applications, and digital systems. The position also helps maintain accurate documentation of NHSC’s technology assets, software licenses, system configurations, integrations, and technical procedures.

The ITSA works closely with the Chief Technical Officer and coordinates with the Chief Operating Officer and other organizational leaders when technology projects, cybersecurity concerns, software implementations, hardware needs, or technical issues affect organizational operations.

This position is particularly suitable for applicants interested in information technology, information systems, systems administration, cybersecurity, computer science, technical support, software administration, hardware management, or technology operations.

Responsibilities

Technical Troubleshooting

• Troubleshoot NHSC’s physical and digital technology when systems, platforms, software, applications, devices, or equipment experience problems.

• Identify the source of routine technical problems and determine appropriate solutions.

• Monitor technology systems for outages, errors, compatibility problems, or unexpected behavior.

• Assist with restoring technology systems when problems occur.

• Troubleshoot both hardware and software issues.

• Document recurring technical problems and their solutions.

• Escalate complex, high-impact, or unresolved technical issues to the CTO.

• Coordinate technical troubleshooting with technology vendors when outside assistance is required.

• Monitor the status of reported technical issues until they are resolved.

Software Licenses

• Maintain documentation of software and technology licenses used by NHSC.

• Monitor software licenses, subscriptions, renewal dates, and approved usage.

• Help ensure NHSC maintains appropriate licenses for its software and digital services.

• Identify expired, unused, unnecessary, or duplicate software subscriptions.

• Research software options when requested by the CTO.

• Propose new software that may improve NHSC’s operations, efficiency, communication, or technology infrastructure.

• Provide the CTO with relevant information about proposed software, including features, costs, compatibility, and technical requirements.

• Coordinate software renewals with the appropriate vendors.

• Do not purchase or implement new software without appropriate approval.

System Configurations

• Configure approved software, applications, platforms, devices, and technology systems.

• Maintain appropriate technical settings for NHSC’s systems.

• Configure system preferences, technical settings, integrations, permissions, and other approved functions.

• Test system configurations before placing changes into regular organizational use.

• Document significant system configurations.

• Coordinate major configuration changes with the CTO.

• Contact the CTO when configuration changes may affect other systems, security, access, or organizational operations.

• Maintain consistent configurations across applicable NHSC technology systems.

Vendor Technical Support

• Serve as a technical liaison between the CTO and technology vendors.

• Contact vendors regarding software issues, hardware problems, system outages, integrations, technical support, and other technology concerns.

• Provide vendors with relevant technical information needed to diagnose problems.

• Track open technical-support requests and their status.

• Communicate vendor recommendations, solutions, and requirements to the CTO.

• Coordinate technical-support meetings or troubleshooting sessions when requested.

• Maintain relevant vendor support information and technical contacts.

• Escalate unresolved or high-impact vendor issues to the CTO.

Technology Documentation

• Maintain documentation for NHSC’s physical and digital technology.

• Maintain an inventory of organizational hardware, software, applications, platforms, devices, and technology services.

• Document relevant technology specifications, configurations, locations, and assignments.

• Maintain documentation for software licenses and subscriptions.

• Document approved system integrations and technical configurations.

• Maintain technical procedures and troubleshooting documentation.

• Keep technology documentation organized and accessible to authorized personnel.

• Update documentation when technology is added, removed, replaced, upgraded, or significantly changed.

• Maintain records of relevant technical contacts, vendors, warranties, and support information.

System Integrations

• Assist with integrating new digital systems into NHSC’s existing technology environment.

• Research compatibility between proposed systems and existing NHSC technology.

• Configure approved integrations under the direction of the CTO.

• Test integrations before they are placed into regular organizational use.

• Verify that systems communicate properly after an integration is implemented.

• Identify technical errors, compatibility problems, or unexpected behavior during integration testing.

• Document integration requirements, configurations, and testing results.

• Coordinate with vendors when technical assistance is required.

• Assist with troubleshooting integration problems.

• Coordinate significant integration projects with the CTO.

Hardware & Software Coordination

• Coordinate NHSC’s physical hardware with its digital technology systems.

• Assist with the setup and configuration of computers, peripherals, networking equipment, recording technology, and other approved hardware.

• Coordinate hardware requirements with software and digital systems.

• Verify that hardware is compatible with NHSC’s approved software and platforms.

• Assist with technology setup for employees, departments, programs, events, and organizational projects.

• Identify hardware and software compatibility problems.

• Coordinate repairs, replacements, upgrades, and technical support when authorized.

• Maintain documentation regarding NHSC technology equipment.

• Notify the CTO when hardware or software requires replacement, upgrading, repair, or additional support.

Basic Cybersecurity Procedures

• Help maintain the security of NHSC’s software, applications, devices, platforms, and technology systems.

• Follow NHSC cybersecurity policies and technical security procedures.

• Monitor technology systems for basic security concerns.

• Help ensure software and applications receive appropriate updates and security patches.

• Identify outdated, unauthorized, suspicious, or potentially unsafe technology.

• Help maintain appropriate access controls and security settings.

• Assist with basic security testing of new software and technology.

• Report suspected security vulnerabilities, unauthorized access, information exposure, or potential data leaks immediately.

• Coordinate cybersecurity concerns with the COO and CTO.

• Assist with maintaining secure technology practices across NHSC’s physical and digital environments.

• Do not make major cybersecurity decisions without appropriate direction from the CTO or organizational leadership.

Technology Testing

• Test new software, applications, platforms, hardware, devices, and technology tools before organizational implementation.

• Conduct basic functionality testing.

• Test compatibility with existing NHSC technology.

• Test system integrations and connections.

• Test new technology across applicable devices and platforms.

• Identify technical problems before new technology is placed into regular use.

• Document testing procedures and results.

• Report testing results and technical concerns to the CTO.

• Assist with pilot programs and controlled technology implementations.

• Conduct follow-up testing after significant software updates, hardware changes, system configurations, or integrations.

Technology Implementation

• Assist the CTO with the implementation of approved technology systems.

• Prepare hardware, software, applications, and technical environments for implementation.

• Assist with system setup and configuration.

• Coordinate technical implementation tasks with relevant organizational personnel.

• Test technology before and after implementation.

• Identify and troubleshoot technical problems during implementation.

• Document implementation procedures and technical configurations.

• Assist with basic staff training on newly implemented technology when requested.

• Monitor newly implemented technology for technical problems.

• Report implementation progress and technical concerns to the CTO.

Technology Support

• Provide technical assistance for NHSC employees and approved organizational technology users.

• Assist with routine software, hardware, platform, and device problems.

• Help users troubleshoot approved technology.

• Assist with the setup and configuration of technology equipment.

• Provide basic guidance on approved technology systems.

• Identify recurring technical issues and recommend solutions to the CTO.

• Escalate complex technical problems when additional expertise or authorization is required.

• Maintain professional and timely communication when providing technical support.

Applicants should be comfortable working with technology and should possess strong troubleshooting, organizational, communication, and problem-solving skills.

Preferred qualifications include:

• Familiarity with software administration.

• Basic understanding of computer hardware and software.

• Familiarity with cloud-based applications and digital platforms.

• Basic understanding of system integrations.

• Basic understanding of cybersecurity principles.

• Familiarity with software licensing and subscriptions.

• Experience troubleshooting technical problems.

• Strong documentation and organizational skills.

• Ability to communicate technical problems clearly.

• Ability to research unfamiliar technology.

• Ability to test technology carefully before implementation.

• Ability to communicate with technology vendors.

• Ability to follow technical procedures and organizational security requirements.

• Ability to learn unfamiliar software and technology quickly.

• Interest in information technology, information systems, cybersecurity, computer science, systems administration, technical support, or technology operations.

Prior professional IT experience is not required.