IT Administrative Specialist _ 5142

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.

Technology Asset and Inventory Management

• Administer and maintain technology asset records in Panda, including all agency networking equipment, computers, laptops, mobile devices, printers, cameras, peripherals, and other IT hardware.
• Track the full asset lifecycle, including purchase, receipt, tagging, assignment, deployment, transfer, relocation, repair, replacement, return, retirement, disposal, and audit verification.
• Help reconcile physical inventory against Panda and purchasing records; investigate missing, duplicate, incomplete, or inconsistent entries and coordinate corrective action.
• Support periodic equipment audits across BronxWorks locations and prepare inventory reports for management, Fiscal, compliance, insurance, and planning purposes.

Purchasing, Vendors, Contracts, and Financial Administration

• Coordinate the purchasing of technology equipment, software, services, and supplies, including preparing purchase requests, maintaining approvals and cost-center information, tracking orders, and forwarding invoices, packing slips, and supporting documentation to the Fiscal Department.
• Review and reconcile invoices, purchase orders, contracts, subscriptions, and vendor billing for accuracy; identify discrepancies and coordinate resolution with vendors, Fiscal, Procurement, and IT leadership.
• Track vendor contacts, service agreements, contract terms, renewal dates, warranties, licensing, installations, deliveries, service appointments, and outstanding documentation.
• Maintain current records for agency technology services and accounts, including telecommunications, internet services, software licensing, copier agreements, cloud services, and other technology-related services.

Departmental Operations and Strategic Support

• Provide strategic and operational support to the Director of Information Technology by tracking priorities, projects, risks, decisions, deliverables, and follow-up items.
• Prepare meeting materials, status reports, correspondence, memoranda, spreadsheets, presentations, and executive-ready summaries for IT initiatives and departmental operations.
• Coordinate departmental scheduling, vendor meetings, site visits, installations, staff activities, and other operational commitments; document decisions and monitor action items through completion.
• Support IT onboarding and offboarding, equipment assignments, account tracking, access documentation, audits, and related operational controls while protecting confidential agency information.
• Communicate professionally with staff, programs, executives, vendors, and external partners, and travel to BronxWorks locations when needed to support inventories, installations, audits, documentation, and workflow improvements.
• Perform other related duties and special projects assigned by the Director of Information Technology.

QUALIFICATIONS

• Associate degree in Information Technology, Business Administration, Information Systems, Data Analytics, Office Administration, or a related field preferred; an equivalent combination of education and relevant experience will be considered.

• Minimum of two years of experience in technology administration, service operations, ticketing-system administration, reporting, purchasing, inventory management, project coordination, or a related function.
• 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.

PHYSICAL REQUIREMENTS

• Ability to use a computer and other standard office equipment for extended periods.
• Ability to sit, stand, and walk for extended periods asrequired.
• Ability to occasionally lift, carry, or move technology equipment and supplies weighing up to 50 pounds.
• Ability to bend, reach, and retrieve equipment, files, packages, or othermaterialsas necessary.
• Ability to climb stairs when visitingBronxWorkslocations where elevator access may not be available.
• Ability to travel throughout the Bronx and other New York City boroughs, and when necessary adjacent counties, using public transportation or other available means.
• Ability to visitBronxWorksoffices and program locations as needed for equipment inventory, tagging, documentation, installations, audits,purchasingactivities, and other IT-related administrative responsibilities.

BronxWorks is an equal opportunity employer committed to an inclusive workplace. We consider qualified applicants without regard to any characteristics protected by applicable federal, state, or local law. Reasonable accommodations are available to applicants with disabilities and other legally protected needs. To request an accommodation during the application process, please contact hrbenefits@bronxworks.org