IT Support Specialist

The Information Technologist provides technical support for the Center’s users, communication networks, systems, and technology services. This position ensures reliable day-to-day technology operations while helping users work effectively and successfully with the tools provided. The Information Technologist delivers responsive, approachable user support, resolves technical issues, and helps users understand and confidently use technology.

Essential Duties and Responsibilities:

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

• Provide responsive Tier 1 technical support to employees across onsite and remote work environments.
• Serve as a primary point of contact for technology questions, incidents, and service requests.
• Troubleshoot hardware, software, connectivity, printing, authentication, and other common technology issues.
• Take ownership of user issues through resolution or appropriate escalation to other IT staff or vendors.
• Communicate clearly with users regarding issue status, expected next steps, and resolution.
• Configure, deploy, maintain, replace, and securely retire computers, mobile devices, and related technology equipment.
• Support modern endpoint management tools used to configure, secure, update, and manage organizational devices.
• Maintain accurate inventory and lifecycle records for computers, mobile devices, peripherals, and other technology assets.
• Create, modify, disable, and maintain user accounts, groups, permissions, and other access within Active Directory, Microsoft 365, and other organizational systems.
• Support employee onboarding, role changes, and departures by completing assigned technology and access-related tasks.
• Assist users with password, authentication, and multi-factor authentication issues.
• Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Office applications.
• Support telephones, printers, copiers, scanners, mobile devices, conference room technology, and other office technology.
• Perform basic troubleshooting of wired and wireless network connectivity and escalate infrastructure issues when appropriate.
• Maintain users and assignments within security awareness and other technology-related training systems.
• Maintain employee directory information, distribution groups, and assigned intranet permissions.
• Create and maintain clear technical instructions, knowledge articles, and self-service resources for employees.
• Provide technology orientation and basic training to new employees and existing staff.
• Help users understand and effectively use organizational technology rather than focusing solely on resolving technical problems.
• Identify recurring user issues and recommend documentation, training, or technical improvements that address their causes.
• Follow established processes for documenting incidents, requests, resolutions, equipment, and other IT activities.
• Recognize potential cybersecurity or privacy incidents and promptly escalate them according to established procedures.
• Protect confidential, sensitive, and regulated information while providing technical support.
• Follow organizational security, privacy, acceptable-use, and technology policies and procedures.
• Coordinate warranty service, vendor support, equipment repair, and replacement when necessary.
• Participate in technology projects, equipment deployments, upgrades, and other IT initiatives as assigned.
• Provide scheduled on-call or after-hours support as required.
• Perform other technology support duties consistent with the responsibilities of the position.

Education/Training/Experience:

• Minimum of High School diploma (or equivalent).
• Minimum of 3 years experience in IT related field, an associate degree or equivalent experience.  
• Requires a strong knowledge of computers and how they operate, which includes having a broad understanding of hardware and software.

Job Knowledge, Skills, & Abilities:

• Ability to learn and adapt to IT changes including software changes.
• Updates IT skill and knowledge through seminars, literature, or continued education.
• Ability to work effectively both independently and in a team environment.
• Excellent communication skills, both written and verbal.
• Excellent computer skills.
• Excellent customer service skills.
• Strong organizational skills and attention to detail.
• Ability to prioritize and manage time effectively.
• Stress management.
• Ability to maintain strict standards of confidentiality regarding any/all sensitive or confidential information, including patient health information (PHI).
• Ability to participate in on-call process.