The IT Support Specialist is part of the Information Technology department, which resides on the IT Support team and reports to the IT Support Manager. As the IT Support Specialist, you will be focused on helping end users be successful, secure, and productive using the technology assets provided to them by CIS. The Support Specialist will work closely with other IT staff members supporting projects, security patching, and new applications. This includes receiving, prioritizing, documenting, and actively resolving end user help requests.

This role will require working in-person from our Albany, NY office at least three days per week. Additional in-person support may be required and will be dependent on the needs of the IT team.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry-leading best practices for securing IT systems and data. CIS is also a trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial (SLTT) government entities and election offices.

CIS has an award-winning reputation for investing in its people (click here to learn more), as well as continuous learning and development. We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another. Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

• Provide outstanding customer service to all end users
• Ensure security best practices are central to decision making
• Troubleshoot and correct hardware, operating system, and application issues
• Provide individual training to end users as needed
• Document thoroughly all steps taken to resolve issues
• Configure and install new computers
• Assign access rights and privileges
• Perform other duties as required, including lifting objects of up to 50 lbs.
• Perform duties requiring physical flexibility, such as crawling under/behind furniture for cable management
• On call and after-hours support are required
• Local travel as needed between multiple CIS office locations
• Travel across the United States to support in-person staff meetings 
• Other tasks and responsibilities as assigned

• 2+ years’ experience providing IT support
• 2+ years+ experience in a customer service role
• Ability to accommodate mission-based travel as necessary
• Experience installing, configuring, and supporting Windows and macOS operating systems
• Experience with installation and troubleshooting of hardware and PC peripheral components
• Must be authorized to work in the United States

It's a Plus if You Have:

• Associate’s degree in a related field or equivalent demonstrated experience and knowledge
• Experience with public speaking
• Experience using Microsoft Active Directory to manage users and permissions
• Experience managing mailboxes and calendars using Microsoft Exchange
• Experience supporting VMWare virtual desktops
• Experience with Mobile Device Management

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.