IT Support Specialist

Location: Wilmington, NC-New Hanover
Department: Information Technology
Schedule: Wednesday–Saturday, 8:00 AM–6:00 PM, with some possible after-hours support, Full-Time
Salary: $45,000–$60,000 annually

Coastal Horizons Center, Inc. is seeking an IT Support Specialist to join our Information Technology team. This position provides hands-on technical support across the organization while serving as a key technology resource for our corporate applications and new 24/7 emergency services operations.

The IT Support Specialist provides Tier 1 and Tier 2 technical support for computer systems, hardware, software, applications, networking, user accounts, and related technology services. The position also provides subject matter expertise and support for corporate applications, including EMR and Microsoft 365.

What You'll Do

• Provide Tier 1 and Tier 2 technical support through the ticketing system, email, phone, Microsoft Teams, remote-support applications, and other support channels.

• Provide second-level support for EMR software and Microsoft 365 applications.

• Support corporate applications and technology systems across the organization.

• Troubleshoot and resolve hardware, software, printer, Okta, Microsoft cloud, and other technical issues.

• Monitor the help desk queue and respond to incoming technical support requests.

• Manage employee user accounts, access, passwords, and MFA support.

• Deploy, configure, maintain, and troubleshoot PCs and mobile devices.

• Troubleshoot network and internet connectivity issues.

• Assist with technology projects, system upgrades, interfaces, and other initiatives that improve organizational operations.

• Assist with report development as needed.

• Escalate and track issues requiring resolution by cloud vendors or third-party providers.

• Work with IT team members and third-party security operations center (SOC) resources on assigned technical support issues.

• Respond to questions and guide users through problem-solving processes.

• Travel between Coastal Horizons locations as needed.

Required Qualifications

• Associate degree in Information Technology, Computer Science, software/hardware support, or a related technical field; or equivalent combination of education and experience.

• Bachelor's degree in Computer Science, Information Systems, Information Technology, or a related field is preferred.

• 1–3 years of experience supporting computer hardware, software systems, information systems, or related technology.

• Strong customer service and communication skills.

• Knowledge of Windows 11 and laptop hardware repair.

• Basic networking knowledge.

• Reliable transportation.

Preferred Qualifications

• CompTIA A+ and/or Network+ certification.

• Experience with Microsoft 365 administration, including Intune, Entra ID, and Exchange.

• Experience with Cisco Meraki networking equipment.

• Experience supporting EMR or other enterprise applications.

• Microsoft, Oracle, or other relevant software/vendor certification.

Physical Requirements

• Ability to lift and move IT equipment weighing up to 100 pounds.

• Ability to terminate CAT6 cable.

• Ability to travel between Coastal Horizons locations as needed.

Important Schedule Information

While standard IT business hours are Monday–Friday, 9:00 AM–5:00 PM, this position is primarily funded to support a 24/7 emergency services department. The regular schedule for this position will be Wednesday–Saturday, 8:00 AM–6:00 PM, with some possible after-hours support.

Salary & Benefits:

• Competitive salary based on experience

• Comprehensive medical, dental, and vision insurance

• Educational loan repayment programs & Career growth

• Retirement savings plan/401K

• Paid time off programs, rollover hours, 14 paid holidays

• Employee engagement activities, resource groups, and diversity events

REQUEST FOR ACCOMMODATIONS:

If you require an accommodation during the application process, please contact us at

jobs@coastalhorizons.org

We look forward to reviewing your application!

EEO STATEMENT

Coastal Horizons is an Equal Employment Opportunity (EEO) employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender, gender identity and expression, national origin, age, disability or protected veteran status. We celebrate diversity and are committed to creating an inclusive environment for all of our associates.