IT Administrative Specialist _ 5142
- Compensation
- Not disclosed
- Location
- Bronx, NY, US
- Work setup
- Not specified
- Seniority
- Not specified
- Employment
- Contract
- Experience
- Not specified
- Category
- Administration
- Posted
Skills
Must have
- Associate degree in Information Technology, Business Administration, Information Systems, Data Analytics, Office Administration, or a related field preferred; an equivalent combination of education an
- Minimum of two years of experience in technology administration, service operations, ticketing-system administration, reporting, purchasing, inventory management, project coordination, or a related fu
- Experience configuring or administering ticketing, service-management, workflow, inventory, or asset-management platforms; experience with SLA tracking and operational reporting strongly preferred.
- Proficiency with Microsoft 365 applications, especially Excel, Outlook, Word, Teams, SharePoint, and PowerPoint; ability to learn and work effectively with approved dashboard and reporting tools.
- Strong analytical skills, including the ability to organize data, identify patterns, reconcile discrepancies, develop dashboards, and translate findings into practical recommendations.
- Strong organizational, documentation, and project-tracking skills, with the ability to manage multiple priorities and follow assignments through completion.
- Excellent written and verbal communication skills and the ability to work effectively with technical staff, agency leadership, program teams, vendors, and external service providers.
- Ability to handle confidential information, exercise sound judgment, work independently, and maintain a high level of accuracy and attention to detail.
- Working knowledge of IT equipment, networking terminology, software licensing, technology purchasing, and asset lifecycle practices preferred.
Full description
BronxWorks helps individuals and families improve their economic and social well-being. From toddlers to seniors, we feed, shelter, teach, and support our neighbors to build a stronger community. In all aspects of our work, we strive for the highest ethical and performance standards and are guided by the belief that people are to be treated with dignity and respect regardless of their present situation or past experiences.
Across our 60+ locations, we provide programs in a variety of service areas, including workforce development, children, youth, families, seniors and homeless prevention.
The IT Administrative Specialist provides specialized operational, analytical, systems, and administrative support to the Information Technology Department. The position combines technology administration, service-management reporting, asset governance, vendor and purchasing coordination, and workflow improvement. The Specialist will help configure and maintain departmental platforms, analyze service requests and performance data, prepare management dashboards, monitor service-level commitments, and recommend process improvements that strengthen the quality, consistency, and timeliness of IT support across BronxWorks.
RESPONSIBILITIES
IT Systems, Ticketing, and Workflow Administration
- Configure and maintain IT ticketing and service-management systems, including request forms, categories, assignment rules, routing, priorities, notifications, workflows, service queues, templates, and reporting fields.
- Monitor ticket activity, aging, backlogs, escalations, response times, resolution times, and service-level agreement (SLA) performance; identify trends and coordinate follow-up on items requiring attention.
- Review IT workflows and support processes, recommend practical improvements, and help implement changes that improve service quality, accountability, efficiency, and the user experience.
- Document standard operating procedures, service workflows, escalation paths, and system configurations to support consistent IT operations and business continuity.
Data Analysis, Dashboards, and Performance Reporting
- Analyze service requests, operational activity, inventory data, purchasing data, vendor information, and other departmental metrics to identify trends, risks, recurring issues, and opportunities for improvement.
- Prepare, maintain, and distribute dashboards, scorecards, reports, and data summaries for Information Technology and AGC purposes, using Excel, reporting tools, and other approved agency platforms.
- Validate source data, reconcile discrepancies, maintain reporting definitions, and help ensure that dashboards and management reports are accurate, timely, and useful for decision-making.
- Provide recurring and ad hoc analysis to support audits, compliance reviews, project tracking, resource planning, purchasing decisions, and executive updates.