Arena Careers

We strongly encourage people of color, transgender and non-binary people to apply. HRC is an equal opportunity employer and welcomes everyone, including non-LGBTQ+ people, to join our team. Don’t meet every single requirement? Studies have shown that people from marginalized communities are less likely to apply for jobs unless they meet every single qualification. At HRC, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

Position Summary:

The IT Support Specialist is a mid-level, hands-on role responsible for delivering reliable, customer-focused technical support to staff across the organization. Serving as a primary point of contact for end-user support, this position plays a key role in ensuring the effective day-to-day operation of IT systems, devices, and enterprise applications in a hybrid work environment.

This role is responsible for imaging, deploying, and supporting end-user devices; managing equipment inventory; and coordinating onboarding and offboarding activities, including system access and hardware provisioning. The IT Support Specialist provides ongoing support for both Mac and PC environments, enterprise productivity platforms, and other core business applications, applying sound judgments to independently resolve issues or escalate as appropriate.

In addition to frontline support responsibilities, the IT Support Specialist collaborates closely with internal IT team members, managed service providers, and vendors to support operational needs, maintain documentation, and contribute to continuous improvement of IT services. This role also provides technical support for organizational events and meetings, ensuring staff have the tools and support needed to work effectively and advance the mission of the Human Rights Campaign.

Position Responsibilities:

• Serve as the primary point of contact for end-user technical support, independently delivering timely, customer service–focused assistance to staff across the organization.
• Provide first- and second-level support for a wide range of technology issues, applying sound judgment to diagnose, resolve, and escalate issues as appropriate.
• Own the day-to-day management of the IT support queue, ensuring all requests are prioritized, updated, documented, and resolved in accordance with defined SLA response and resolution targets.
• Image, configure, deploy, and support end-user devices, including laptops, desktops, mobile devices, and peripherals, ensuring systems are fully operational and aligned with organizational standards.
• Support and maintain both Mac and PC environments, including operating systems, hardware troubleshooting, and software installation, with minimal supervision.
• Lead onboarding and offboarding activities for staff, including account provisioning and deprovisioning, equipment issuance and recovery, and access management across systems.
• Create, update, and maintain user accounts, groups, and access permissions across core enterprise platforms and identity management systems.
• Provide ongoing support for enterprise applications and productivity tools, ensuring appropriate access, availability, and coordination with application owners when issues arise.
• Serve as a liaison with vendors and service providers related to hardware, telecommunications, software, and managed services, including issue coordination and escalation.
• Manage and maintain IT hardware inventory, including tracking, lifecycle management, and coordination of procurement and replacements.
• Support audio-visual and conferencing technologies for meetings, presentations, and virtual or hybrid events, including setup, troubleshooting, and user guidance.
• Maintain accurate documentation of systems, processes, assets, and recurring support issues, and contribute to knowledge base improvements.
• Identify recurring issues and recommend process improvements, automation opportunities, and documentation enhancements to improve support efficiency and user experience.
• Assist with network and connectivity troubleshooting, including Wi-Fi, printers, and peripheral devices, escalating complex issues as needed.
• Collaborate closely with internal IT team members and managed service providers to ensure timely resolution of escalated or cross-functional issues.
• Participate actively in IT planning discussions, training, and team meetings to stay aligned with technology standards and evolving organizational needs.
• As needed, provide on-site technical support for organizational events as needed, including system setup, connectivity, and equipment support.
• Perform other related duties as assigned in support of IT operations and organizational priorities.

Position Qualifications:

• At least 3 years of progressive, hands-on experience in an IT support, help desk, or technical support role supporting end users in a professional environment.
• Demonstrated commitment to delivering high-quality, customer-focused technical support, with the ability to consistently meet or exceed service level expectations for ticket response, communication, and resolution. Practical experience supporting both Windows and Mac operating systems, including troubleshooting hardware, operating systems, and application issues.
• Hands-on experience supporting enterprise productivity platforms and collaboration tools, including Microsoft 365 and related services.
• Working knowledge of identity and access management concepts, including user account provisioning, access management, and directory services.
• Foundational understanding of networking concepts such as TCP/IP, DHCP, DNS, and basic connectivity troubleshooting.
• Experience using IT service management or ticketing systems to document, track, and resolve support requests in accordance with service expectations.
• Strong analytical and problem-solving skills, with the ability to independently diagnose issues and determine appropriate resolution or escalation paths.
• Proven ability to manage multiple priorities, adapt to changing needs, and work effectively in a fast-paced environment.
• Ability to create and maintain clear technical documentation and contribute to knowledge base resources.
• Ability to lift and carry up to 40 pounds in support of equipment deployment and on-site setup.
• Willingness and ability to travel several times per year to support organizational events and initiatives.
• Availability to work on occasional evenings or weekends as required for system maintenance, upgrades, or event support.
• Relevant industry certifications, such as CompTIA A+ or equivalent, are preferred but not required.
• Alignment with and commitment to the mission and values of the Human Rights Campaign.

All positions at the Human Rights Campaign and/or the Human Rights Campaign Foundation may require travel on a regular basis or periodically. Where the need arises for business travel, appropriate compensation as outlined by the Fair Labor Standards Act will apply.

Employer is the Human Rights Campaign, Inc., an I.R.C. 501(c)(4) non-profit entity.

No phone calls or emails, please. Due to the volume of applications we receive, we are unable to respond to queries about application status.