IT Support Specialist (Volunteer)

The IT Support Specialist is the first line of defense and the primary problem-solver for the EFPRP’s growing workforce. Technical friction is inevitable. Your role is to smooth these edges.You will ensure that every volunteer, regardless of their technical literacy, can access our systems, communicate effectively, and focus on their mission rather than battling with their passwords. You are the "friendly face" of the IT department, dedicated to user empowerment and operational continuity.

Responsibilities

• Serve as the primary point of contact for all internal technical support tickets and inquiries.
• Manage the onboarding process for new volunteers (creating email accounts, granting workspace access).
• Create simple, step-by-step user guides and documentation for our software tools.
• Assist with the configuration of remote meeting software (Zoom/Google Meet) for major conferences.
• Troubleshoot login issues, permission errors, and software conflicts.
• Maintain an inventory of software licenses and user access rights.
• Escalate complex infrastructure issues to the Head of IT.

Must Have

• High proficiency in Windows and Google Workspace administration.
• Infinite patience and a "service-first" attitude.
• Ability to explain technical concepts to non-technical staff.
• Availability to respond to urgent tickets within 12 hours. (EAA)
• EAA Status: Willingness to be designated as an Emergency Availability Asset (EAA), guaranteeing a response to critical infrastructure failures within a strict 12-hour window.

Nice to have

• Experience working in a Helpdesk or Customer Support role.
• Knowledge of cybersecurity basics (2FA enforcement, phishing awareness).
• Certification in IT Support (CompTIA A+ or Google IT Support).

What's great in the job?

• You will be the most popular person in the organization by solving everyone's problems.
• A low-stress, high-impact role essential for daily operations.