IT Support & Operations Coordinator

                                                                                                       IT Support & Operations Coordinator Job Description

Location: Hartford, CT 
FLSA Classification: Full-Time, Non-Exempt 
Reports To: Chief Financial and Administrative Officer

Harc provides lifetime support to individuals with intellectual and related disabilities and their families so they may enjoy lives of quality, inclusion, and dignity.

Harc was established in 1951 by the compassionate parents of children with intellectual and developmental disabilities (I/DD) who recognized that their children had worth and contributed value to society. They became passionate advocates fighting against exclusion, isolation, discrimination, lack of opportunity, unemployment, and low expectations. Their grassroots efforts built enduring partnerships with generous individuals, foundations, corporations, and community leaders to secure funding and raise awareness needed to develop life-changing programs.

Harc’s guiding principle is to ensure that people with intellectual disabilities live with quality, inclusion, and dignity. We achieve this through advocacy efforts and by providing community-based services that support the individuals we serve as they work toward creating fulfilling lives and experiencing inclusion and purpose.

Harc’s services begin at birth and continue throughout the lifespan, with a range of supportive, enrichment, employment, and residential supports throughout Greater Hartford.

Position Summary

Reporting to the Chief Financial and Administrative Officer, the IT Support & Operations Coordinator serves as Harc’s primary on-site technology resource and liaison with Protected Harbor, Harc’s external information technology partner.

This position provides day-to-day end-user support, coordinates technology issues through resolution, manages technology assets, supports employee technology onboarding and offboarding, coordinates approved system and building access, and assists with technology projects, cybersecurity, documentation, and operational improvements.

The coordinator is responsible for implementing, documenting, verifying, changing, and terminating approved technology and electronic access. Authorization for system, SharePoint, application, and building access remains with Human Resources and/or the appropriate Harc department leader.

Essential Functions

1. End-User IT Support

2. Technology Asset Management

3. Accounts, Systems & Physical Access

4. Employee Technology Lifecycle

5. Technology Operations & Improvement

Key Competencies

• Customer Service: Demonstrates a responsive, respectful, and service-oriented approach when assisting employees.
• Communication and Collaboration: Communicates technical information clearly to employees at all levels and works effectively with Harc leadership, Human Resources, Protected Harbor, and outside vendors.
• Problem Solving and Initiative: Identifies issues, seeks practical solutions, and knows when escalation is appropriate.
• Accountability and Follow-Through: Takes ownership of assigned responsibilities and follows matters through completion.
• Record-Keeping and Organization: Maintains accurate and up-to-date technology, asset, licensing, and access records.
• Attention to Detail and Accuracy: Demonstrates care and precision when managing equipment, accounts, access, and documentation.
• Interpersonal Skills: Demonstrates patience, empathy, professionalism, and respect when supporting employees with varying levels of technical knowledge.
• Integrity and Confidentiality: Uses sound judgment and discretion when working with employee information, technology systems, credentials, and organizational data.
• Systems and Process Improvement: Identifies and recommends improvements that increase efficiency, reliability, security, and accountability.

Qualifications

Required

• Two or more years of experience providing desktop, help-desk, end-user, or information technology support.
• Working knowledge of Microsoft Suite, SharePoint, Windows environments, computers, mobile devices, printers, peripherals, and basic networking concepts. 
• Experience using an IT ticketing or service-management system and the ability to troubleshoot routine technology issues and appropriately escalate more complex matters. 
• Strong communication, customer-service, organizational, problem-solving, and follow-through skills, with the ability to manage multiple requests and priorities.
• Ability to maintain accurate records, handle confidential and security-sensitive information, and work effectively with employees, leadership, Human Resources, vendors, and an external managed IT provider.

Preferred

• Associate's or bachelor's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field.
• Experience with technology asset management, Microsoft 365 administration, SharePoint permissions, and user-access coordination. 
• Experience supporting employee technology onboarding/offboarding, mobile devices, telecommunications, identification badges, or electronic building-access systems. 
• Familiarity with cybersecurity best practices and incident escalation; experience working with a managed IT service provider or in a nonprofit, human services, healthcare, or mission-driven environment is a plus.

Work Environment and Physical Requirements

The physical demands described below are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit, stand, walk, bend, reach, kneel, or perform other physical activities as required by the position.
• Ability to use standard office equipment and technology.
• Ability to move throughout Harc facilities to provide on-site technology support.
• Ability to occasionally lift, carry, move, install, or reposition computers, monitors, printers, and related technology equipment weighing up to approximately 30 pounds.
• Ability to occasionally travel to Harc program or service locations as required.

Background Requirements

Employment depends on successfully passing all required background checks and clearances according to state regulations.

Benefits: 

• Generous paid time off, plus 11 paid holidays
• Affordable medical, dental, and vision benefits (Harc, Inc. covers up to 96% of a single person’s health insurance premium)
• 401(k) retirement plan and employer contribution
• Employer-paid life insurance options
• Professional development opportunities, including tuition reimbursement
• Staff recognition and appreciation programs
• Harc, Inc. employees qualify for Public Service Loan Forgiveness (PSLF)

Equal Opportunity Employer

Harc, Inc. is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable laws.

Additional Information

This job description is intended to provide a general description of the position’s essential functions, responsibilities, and qualifications. It is not intended to be an exhaustive list of all duties, responsibilities, skills, or working conditions associated with the role nor is it intended to be an employment contract. The organization reserves the right to revise this job description as business needs change.