IT Support Analyst

Classification:  Non-Exempt

Reports to: Director of IT

Location: Manhattan, NY – Corporate Office (with regular site visits)

Status & Hours: Full-time, Monday – Friday, 9:00 am – 5:00 pm. Occasional after-hours work for maintenance or events. Lantern staff may be asked to change work schedule and hours depending on the operational needs of the agency.

Compensation: $38.46 - $49.45 hourly

Who We Are: Lantern Community Services helps New Yorkers impacted by homelessness move from surviving to thriving by pairing safe, supportive housing with wraparound services that build lasting stability and independence. If you believe a steady home can be the start of everything else, you’ll fit right in with our mission-first team. Lantern was also recognized as a Top 2025 Workplace by City & State New York—a great place to do meaningful work with people who care.

Where You Will Work: This role is based in New York City and requires frequent local travel to Lantern’s supportive housing sites and shelters. The IT Support Analyst serves as the primary on-site technology support contact across multiple program locations, with periodic administrative work at Lantern’s main office.

About the Role

Under the direction of the Director of IT, the IT Support Analyst provides frontline technical support, onsite assistance, and coordination of routine technology, security, and compliance tasks to ensure reliable and responsive day-to-day IT operations across Lantern’s programs. 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Serve as the primary on-site IT support contact for supportive housing sites and shelters, maintaining a published visit rotation and coordinating access with program leadership
• Troubleshoot user devices, basic networking and Wi-Fi issues, printers, peripherals, and room A/V equipment
• Escalate complex technical issues to the Director of IT or external vendors as appropriate
• Maintain a field “go-bag” containing common cables, adapters, testing tools, and basic wiring equipment
• Provide empathetic frontline support through a ticketing system, documenting issues, steps taken, and resolutions clearly
• Communicate timelines and resolution updates to staff in plain, non-technical language
• Prepare, configure, and deploy Windows and macOS endpoints, including account setup, MFA, and standard applications
• Support onboarding and offboarding processes, including equipment issuance and return, account provisioning and deprovisioning, and license updates
• Maintain an intermediate working knowledge of Microsoft 365 and support SharePoint, Teams, and internal knowledge base resources
• Address localized technology needs, including equipment acquisition, storage, maintenance, email accounts, and shared folders
• Conduct periodic site visits for upgrades, maintenance, and urgent technical requests
• Perform other duties as assigned

Required Education and Experience

• High school diploma or equivalent required; Bachelor’s degree preferred or equivalent experience
• 1–3 years of hands-on IT support experience (paid, volunteer, internship, or service-year experience acceptable)
• Experience in troubleshooting endpoints, basic networking, and common office technology
• Proficiency with Microsoft 365 applications, including Outlook, Word, Excel, and PowerPoint
• Experience using a ticketing system such as Freshservice, Zendesk, or Jira Service Management
• Strong communication, documentation, and customer service skills

Preferred Experience

• IT certifications such as CompTIA A+ (preferred), Network+, ITIL Foundation, Google IT Support, or Microsoft Endpoint certifications
• Exposure to endpoint management tools such as Intune, Jamf, or Kandji
• Familiarity with identity platforms such as Entra ID (Azure AD) or Google Admin
• Experience supporting nonprofit, supportive housing, shelter, or field-based environments
• Multilingual skills

Work Environment

This position operates in a combination of office, field, and program-site environments, supporting staff who work in supportive housing and shelter settings serving individuals who may experience homelessness, mental illness, substance use, disability, HIV/AIDS, and other chronic illnesses.

Physical Demands While performing the duties of this job, the employee may be required to stand, walk, climb stairs, and lift or move equipment weighing approximately 25–35 pounds. Work may occasionally take place in IT closets or shared technical spaces.

Note Lantern Community Services provides equal employment opportunities to all employees and applicants for employment. Lantern values the diversity of all our clients, staff, Board of Directors, and partners. By bringing diverse individuals and viewpoints together, we create more vibrant, healthy, and just communities. Lantern welcomes individuals of all backgrounds and experiences regardless of race, ethnicity, national origin, color, sex, sexual orientation, gender identity or expression, age, marital status, political belief, pregnancy, religion, immigration status, veteran status, class, creed, mental or physical disability, and any other characteristic protected by federal, state, and local law.