Position Summary:  

The IT Support Fellow will join the infrastructure team and report directly to the Director. This role involves a mix of analytical and operational responsibilities, including business analysis, managing small-scale projects, supporting data initiatives, and resolving technical incidents. 

 

Responsibilities: 

• Lead Small Projects: Gather user requirements, develop implementation plans, coordinate with staff, and ensure clear communication throughout the project lifecycle. Maintain accurate updates in the project management tool (Asana) to keep stakeholders informed.  
• Manage Incidents: Serve as the point of contact for some technical issues. Communicate effectively with customers, perform root-cause analysis, collaborate with technicians to resolve problems, and close the loop with customers. Keep the incident management system (ServiceNow) updated at all times.  
• Perform Data Exercises: Collect, clean, and normalize data from multiple sources to support reporting and decision-making.
• Analyze and Report on Metrics: Investigate data related to projects and incidents, analyze trends, generate reports, and recommend process improvements based on findings.  
• Maintain Project Information: Ensure all project details across the team are accurate and up to date in Asana by working closely with system administrators 

 

Qualification Requirements:  

• Bachelor’s degree or equivalent experience in IT Management, Project Management, Business Analysis, Data Analysis, or related fields.  
• Relevant certifications or advanced coursework (e.g., ITIL, PMP, Six Sigma) are a plus.  
• Strong proficiency in Microsoft Office Suite, especially Excel, Word, and Outlook.  
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly. 

 

Preferred Qualifications:  

• Comfortable working with technology and learning new tools quickly.  
• Ability to research independently, interpret documentation, and solve problems proactively.  
• Experience using ServiceNow (or similar) for incident management. 
• Experience using Asana (or similar) for project tracking and collaboration. 
• Familiarity with AI tools and an understanding of how to leverage them for efficiency and quality improvement.  
• A curious, adaptable, and growth-oriented mindset.