• Information Technology (IT) Support Specialist

    Job Locations US-MA-Boston
    Posted Date 3 weeks ago(4/29/2019 8:43 AM)
    Information Technology
    Travel to Chicago and New York on at least a quarterly basis. Travel to Jamaica Plain on a weekly basis and Dorchester on a monthly basis.
    Work Hours
    Monday through Friday, 9:00 am-5:00 pm, with additional hours as needed
    Regular Full-Time
    Salary Range
    High 40s to Mid 50s, commensurate with experience,
  • Overview & Benefits

    Bottom Line is dedicated to helping first-generation students from low-income backgrounds get into college, graduate from college, and go far in life.  Our vision is to dramatically transform urban communities by producing thousands of new career-ready college graduates.


    As one of the first college support organizations to focus on college completion, Bottom Line now produces best-in-class college graduation rates that eliminate the significant gap between first generation students from low-income backgrounds and their wealthier peers. We operate regional programs in Massachusetts, where we were founded in 1997, New York City, and Chicago that collectively serve over 7,000 students. We plan to open one new site in a major urban area and increase our footprint to over 10,000 students by 2020.


    Bottom Line focuses on students who have the desire and potential to earn a degree, but lack the support structures necessary to navigate the college application process, make a responsible school choice, succeed in college, and prepare for a meaningful career.


    Over the last 20 years, Bottom Line has developed a proven and proactive long-term, high-touch, high impact model.  Full-time, trained and specialized advisors leverage our DEAL model which addresses the four key areas that are most likely to lead to college success: Degree, Employability, Affordability, and Life.  Our relationship and results focused approach helps our students change their lives by gaining economic mobility through college selection, graduation, and career-readiness.


    At Bottom Line, we also have a strong commitment to Diversity, Equity, and Inclusion. We aim to attract qualified candidates who hold these same values, and help us further recognize and celebrate the diversity among us. 


    When you join Bottom Line, you will find a rewarding, fast-paced, results-oriented environment. We build strong relationships with our students and with each other. We take our work seriously, and we know that a focus on data and metrics is integral to our continued success. Experts in our field, we are driven by our mission and motivated by the impact we’re achieving.


    Bottom Line offers a comprehensive benefits package.



    For more information, please visit www.bottomline.org and



    Bottom Line is looking for a highly motivated and self-driven individual for its National Operations team who seeks to join us in realizing Bottom Line’s vision to dramatically transform urban communities by producing thousands of new career-ready college graduates.


    In this exciting time of growth for the organization, the Information Technology (IT) Support Specialist will help Bottom Line by providing top quality, timely helpdesk support, as well as maintenance and improvement of the IT infrastructure. Reporting directly to the Director of Operations and Technology, this person will support our teams within the National office, and our regional teams in Massachusetts, New York, and Chicago. This person will be expected to develop relationships with staff throughout the organization in order to provide top level support services.


    Primary Responsibilities:

    • Helpdesk Support
      • Provide high quality, timely resolutions to issues that come through our support portal, email or phone communication.
        • Support the following hardware: staff computers either laptop or desktop, printers, copiers, phones, stamp machines, iPads, and video conferencing.
        • Support the following services: E-mail through Office 365 mixed environment; Active Directory
        • Support the following software: Microsoft Office, mainly Outlook, Excel, Word, and Power Point; Microsoft Windows 10 and 7; Mac iOS; Adobe Acrobat and Acrobat Reader; Adobe Creative Suite; Cirrus Insight; Last Pass plugin and app;
        • Active Directory Specific Tasks: user creation, password reset, account lockout, account disable, joining devices to the network and assigning correct OU, moving users to new OU, update account memberships 
    • Maintenance and System Upgrades
      • Perform regular updates on staff and student laptops including browsers, Microsoft products, Java, Adobe products, and vendor specific hardware updates.
      • Assist with upgrades to the existing computer infrastructure in both hardware, software, and operating systems.
      • Check backups on a regular schedule and report on any anomaly.
      • Maintain documentation and create as necessary for:
        • Inventory of devices, including laptops, desktops, iPads, MiFi, Copiers, iPads, Servers, UPSs, and Network equipment.
        • Maintain the network diagram updated with any changes to the infrastructure.
        • Maintain existing Solutions Knowledge Base as well as creating new articles.
      • Deployment and imaging of new staff computers including: setting up the original image or updating the existing one; upgrading RAM to laptops; deployment of image to new machines; renaming, joining Active Directory and labeling machines accordingly; any final adjustments to have the system ready for staff.
      • Network LAN and Wi-Fi troubleshooting and support.
      • Assist users with any issues that arise with access to the VPN.

    Assist in all projects the department undertakes, which include server replacements, Network upgrades, VLAN, RADIUS, Cloud deployments and/or migrations, VPN


    Secondary Responsibilities:

    • Complete other responsibilities as assigned by the Director of Operations and Technology  
    • Represent the Bottom Line brand in a positive light, and take actions to increase brand awareness throughout the community

    Duties, responsibilities and activities may change at any time with or without advanced notice.



    All employees are expected to demonstrate continued growth within our seven core competencies.


    Competencies provide Bottom Line with a way to define, in behavioral terms, what it is that people need to do to produce the results that the organization desires, in a way that is in keeping with its culture.  Bottom Line defines a competency as a cluster of related knowledge, skills and attitudes that affects a major part of one’s job that correlates with performance on the job, that can be measured against well-accepted standards, and that can be improved via training and development. 


    • Relationships
      • Identifies opportunities and takes action to build and maintain meaningful and collaborative connections with various stakeholders
    • Results
      • Produces quality outcomes; compiles and analyzes data to drive future plans; uses creative solutions
    • Communication
      • Effectively articulates information in a clear, concise and timely manner to a wide range of stakeholders
    • Inclusiveness
      • Helps to create an environment that respects and values the identities and cultures of all colleagues and students we serve
    • Talent Development
      • Effectively assesses one’s own, and others’, strengths and areas for improvement
    • Agility
      • Demonstrates adaptability and openness to shifting priorities, needs of stakeholders, and organizational changes
    • Planning
      • Effectively and efficiently uses resources (time, materials, technology) in order to create, meet, and assess goals



    • Bachelor’s Degree and work authorization required
    • 1-3 years of relevant experience, specifically in supporting end users
    • Knowledge of Microsoft Operating Systems, server and work station
    • Ability to make a 2 year commitment
    • Demonstrated commitment to Bottom Line’s mission, vision, and core values
    • Demonstrated proficiency and/or growth potential in Bottom Line's seven core competencies: Relationships, Results, Communication, Inclusiveness, Talent Development, Agility, and Planning


    • Preferred Bachelor’s Degree in computer science, information technology, or a related field
    • Experience in a Help Desk setting
    • Fluency in language other than English a plus


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