IT Support Specialist

Overview:

The IT Support Specialist serves as the primary point of contact for all IT support needs, providing timely assistance to users through phone, ticketing system, remote support, and in-person (deskside) support.

This role is responsible for resolving day-to-day technical issues, supporting new hire onboarding, and ensuring users can effectively perform their job functions with minimal disruption. This is a fast-paced, user-facing role that requires strong communication, organization, and multitasking skills.

Key Responsibilities

· Provide frontline IT support by responding to user requests via phone, ticketing system, and in-person (deskside) support

· Troubleshoot and resolve hardware, software, and basic network-related issues

· Troubleshoot and support user issues related to Active Directory, Microsoft 365 (including Outlook), and SharePoint

· Perform user account support, including password resets, account unlocks, and basic access/permission management

· Escalate complex or advanced issues to appropriate IT personnel when necessary

· Set up and deploy equipment for new hires, ensuring all systems and access are ready on their first day

· Prepare and distribute IT equipment during new hire orientations, ensuring users receive and understand assigned devices and access

· Install, configure, and maintain hardware and software according to organizational standards

· Maintain accurate documentation of all work performed in the ticketing system

· Track and manage IT inventory, including assignment and lifecycle of equipment

· Provide clear and timely communication to users regarding issue status and resolution

· Assist with vendor coordination by opening support cases, providing required information, and following up on tickets as directed

· Assist with IT projects, deployments, and documentation as needed

· Perform additional IT-related duties as assigned to support departmental operations and organizational needs. These duties will be consistent with the general scope of the role.

Required Qualifications

· 2+ years of experience in IT support, helpdesk, or similar role

· Strong troubleshooting skills across Windows environments and common business applications

· Experience with Microsoft 365 (Outlook, Teams, OneDrive, etc.)

· Basic understanding of networking concepts (TCP/IP, connectivity, etc.)

· Experience using a ticketing system

Preferred Qualifications

· Bachelor’s degree in information technology or related field

· CompTIA A+ or similar certification

· Experience supporting users in a healthcare or multi-site environment

Skills & Abilities

· Strong customer service and communication skills

· Ability to manage multiple tasks and priorities simultaneously

· Ability to work independently and as part of a team

· Attention to detail and strong organizational skills

· Willingness to learn and grow within the role

Continuing Education and Training Requirements:

· Participates in trainings required by the agency, funding source(s), and/or as required by licensure if applicable.