IT Specialist

Company Overview

AHC (Affordable Homes & Communities) is a mission-driven, non-profit organization committed to developing affordable, workforce, and mixed-income rental housing in the Virginia, Washington DC, and Baltimore regions. With a resident-centric approach, we manage over 8,000 apartment units in 50+ communities, providing educational programs and social services through our Resident Services team. 

About the Team

The Information Technology (IT) team supports AHC’s technology infrastructure and enterprise systems, ensuring that staff have reliable, secure, and efficient tools to perform their work. IT is part of the broader Business Intelligence function, which also includes the Enterprise Applications and Data Analytics teams. Together, these groups collaborate to manage enterprise systems, support data-driven decision-making, and deliver technology solutions that support AHC’s operational and strategic goals.

About the Job

The IT Specialist is responsible for providing technical support to staff, troubleshooting IT issues, and assisting with the maintenance of the company's IT infrastructure. This mid-level role involves working with various technologies and platforms to support the organization's needs.

Responsibilities:

Technical Support

1. Manage ticket queue for first-level support for all IT-related issues, including hardware, application/software, and network problems.
2. Respond to help desk tickets, emails, and phone calls in a timely manner.
3. Monitor and manage help desk tickets to ensure timely resolution of issues.
4. Assist with the setup and configuration of new hardware and software.
5. Troubleshoot and resolve issues with desktop PCs, printers, and peripheral devices.
6. Document all support activities and resolutions.

System Management

1. Assist with the maintenance of Windows-based servers and network infrastructure.
2. Support the administration of Microsoft Office, Exchange, Azure, SharePoint, and Intune.
3. Help monitor and maintain network devices, including Meraki devices.

User Support

1. Provide technical assistance to over 100 users and support the management of 300 devices and 40 printers.
2. Assist with the creation of tailored IT solutions for respective departments to enhance their operational efficiency.

Qualifications:

• Minimum 3 years of experience.
• Intermediate level proficiency in Microsoft platforms such as Office, Exchange, Admin Portal, Azure, SharePoint, and Intune to perform day-to-day IT operations tasks. 
• Working knowledge of Microsoft Defender to perform email management
• Experience using Ninja One to conduct remote support for end-user support.
• Intermediate level knowledge of Meraki platform to conduct basic network troubleshooting
• Strong problem-solving skills and the ability to troubleshoot basic IT issues.
• Excellent communication and time management skills.
• Ability to work independently and as part of a team.
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.
• General understanding of internet protocols including DHCP, DNS, SMTP, POP3, IMAP, MAC.
• Knowledge of basic TCP/IP troubleshooting.
• Experience troubleshooting wireless access points.

Preferred Qualifications:

• BA or BS in Computer Science or related field preferred
• 4 years of experience providing IT support
• Preferred certifications: A+, Net+, MCP.
• Working knowledge of ITIL practices and principles.
• Strong customer service orientation.

Working Conditions:

• This position may require occasional travel to remote offices.
• On-call availability for emergency support.

Working at AHC