IT Support Specialist (entry Level) - Remote Eligible

It Support Specialist

Founded in 1981 in partnership with whistleblowers, the Project On Government Oversight (POGO) is a nonpartisan independent watchdog that works to expose waste, corruption, abuse of power, and other instances where the government fails to serve the public. We champion reforms to achieve a more effective, ethical, and accountable federal government that safeguards constitutional principles. POGO has an over $7 million annual budget that supports a staff of over 50 employees.

POGO is looking for a talented IT Support Specialist to play a crucial role as the organization's first line of support for technology troubleshooting including: triaging/escalating initial requests, quickly resolving everyday technology and access issues, documenting steps, and helping teach staff how to use common office and collaboration tools effectively. The role emphasizes problem identification, respectful communication, effective / timely status updates, and converting repeat questions into documentation, simple guides, and short trainings. Work generally stays at the single-user/single-device scope (outside of trainings) with careful detailed escalation for anything higher-impact. This position reports directly to the Director of IT.

We encourage potential applicants to apply even if they only have experience or familiarity in some of the areas described below. We fully recognize that many great candidates will not have experience in all of the areas we list, or may have relevant experiences and skills that we have not listed or considered.

Responsibilities Include:

• Frontline IT support triage & escalation: Field incoming IT requests, diagnose issues, communicate progress, resolve Tier-1 issues, and escalate succinctly when needed with clear context and steps taken.
• End-user application support & training: Support staff in their use of Microsoft 365 and other core collaboration tools; help reinforce core workflows and collaboration practices; deliver quick tips and training sessions on best practices tailored to audiences.
• Account access support basics: Perform password / MFA resets, resolve common access issues, and provide credential and multi-factor authentication support per documented procedures.
• Remote hardware troubleshooting: Diagnose common laptop/phone/peripheral issues and resolve / talk staff through resolving them where possible; coordinate vendor warranty service and device replacement (after internal approval) when needed.
• On/Offboarding & permissions: Follow provisioning checklists for account creation/decommissioning, account/device access setup, and device deployment/return.
• Knowledge base & accessibility support: Maintain step-by-step KB articles to reduce time-to-resolution and promote / apply accessible best practices in all work (structured docs, alt text, keyboard access).
• Other duties as required to aid POGO in accomplishing its mission.

Qualifications Include:

• Excellent written and verbal communication skills, including the ability to translate technical steps into clear, plain-language guidance for non-technical colleagues.
• Basic troubleshooting skills for common end-user issues in a remote office environment, with sound judgment on when to escalate.
• Capacity to learn quickly and accept / give respectful feedback, with a growth mindset toward new tools and workflows.
• Reliability in a remote environment, including responsiveness during core hours and consistent follow-through on commitments.
• Careful handling of sensitive information, exercising discretion and sound judgment in all support interactions.
• Commitment to justice, equity, diversity and inclusion.
• Zero to 2 years of Tier 1, helpdesk, or other IT support experience or knowledge, especially in a nonprofit, educational, or legal setting. This can include internships, volunteer IT experience, homelabs, bootcamps, or entry-level certifications demonstrating fundamentals for an entry-level support role.
• Demonstrated experience supporting fully remote collaboration workflows, including meeting/chat platforms, file sharing, and simple permission or guest-access requests.
• Demonstrated interest in accessibility best practices in IT, including screen reader support.

Compensation, benefits, and other information:

• This position is eligible for remote work from anywhere within the United States provided you are available during POGO's work hours of 9AM – 6PM EST.
• This is a full-time position and includes the listed benefits:
• Competitive nonprofit salary in the range of $45K – 60K, based on experience
• Health, dental, and vision insurance
• 403(b) employee investment plan available, with employer retirement contribution once eligible
• Life insurance, short-term and long-term disability coverage
• Paid holiday, vacation, and sick leave

To Apply: Submit cover letter and resume. No phone calls please.

Application Deadline: November 11

POGO is committed to a diverse and inclusive workforce and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or genetics. We encourage all interested and qualified individuals to apply.