IT Support Specialist

Description

I. PURPOSE/FUNCTION OF THE PROGRAM

The Information Technology (IT) function at BGV serves as the critical backbone of all organizational operations, ensuring that staff have timely and appropriate access to essential systems, data, and network resources. At BGV where reliability and security are paramount, the IT function plays a foundational role in enabling efficient workflows, protecting sensitive information, and maintaining operational continuity. As BGV brings Tier 1 and Tier 2 level support in-house from our Managed Services Provider (MSP), the internal IT team actively manages, issues, and repairs hardware, resolves daily technology issues, and delivers direct onsite and remote user support. This direct model ensures rapid response times and hands-on service while maintaining strong, strategic alignment with external IT support vendors and escalation partners.

II. POSITION SUMMARY

This position provides Tier 1 and Tier 2 technical support across the organization, including onsite and remote end-user assistance, device deployment, troubleshooting, maintenance, and asset management. As a primary point of contact for daily IT issues, the IT Support Specialist supports Windows, ChromeOS, and iOS devices, Microsoft 365, Google Workspace for Education, connectivity, printing, and organizational applications. The role documents and resolves service requests, follows information security practices, and coordinates escalations with IT leadership and external support partners. The position may contribute to scripting, automation, and reporting improvements as skills and operational priorities permit.

III. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Provides responsive, professional Tier 1 and Tier 2 onsite and remote support to staff, diagnosing and resolving Windows, ChromeOS, mobile device, software, printing, basic network, and application issues; communicates clearly with users of varying technical abilities.
• Configures, deploys, maintains, troubleshoots, and repairs laptops, desktops, Chromebooks, printers, peripherals, and mobile devices; maintains accurate asset inventory and supports device lifecycle management.
• Supports Microsoft 365 services and applications, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint, and assists employees with application access and everyday usage issues.
• Troubleshoots basic Wi-Fi, VPN, DNS, and network connectivity problems, and coordinates more complex network issues with designated support partners.
• Supports printer deployment, print queues, and organizational print management solutions, including Printix.
• Provides basic user guidance and training and helps staff adopt supported technologies and safe computing practices.
• Owns assigned support requests through resolution or escalation; maintains accurate, timely ticket records, communicates status to users, and contributes to knowledge-base and self-service documentation.
• Troubleshoots and resolves technical issues within established procedures and authority; escalates complex issues to IT leadership or support partners with clear documentation and follow-through.
• Follows organizational information security and privacy requirements, including HIPAA-related practices; assists with endpoint security, multifactor authentication, and access issues; promptly reports or escalates suspected security incidents.
• Reviews ticket trends, device health, inventory records, and operational reports to identify recurring problems, improve documentation, and recommend practical service improvements.
• Assists with routine account and access administration, including user provisioning, password or MFA support, and approved access changes in Microsoft 365, Microsoft Entra ID, and Google Workspace for Education.
• Supports Windows endpoint enrollment, provisioning, application deployment, and troubleshooting using Microsoft Intune and Windows Autopilot; assists with routine endpoint compliance and configuration issues.
• Supports managed Chromebooks, Google Workspace for Education, and classroom technology, including device provisioning, organizational unit placement, application access, content filtering, interactive displays, audiovisual equipment, and other instructional technology.
• Assists IT leadership with operational reports, technical reviews, audit support, approved projects, and improvements to IT processes, including optional scripting, automation, and reporting initiatives. 

IV. ESSENTIAL QUALIFICATIONS/SKILLS

• High attention to detail and strong organizational skills. 
• Ability to work collaboratively with internal staff, department leadership, and external vendor/MSP stakeholders. 
• Strong analytical and critical thinking skills, with the ability to systematically troubleshoot unfamiliar technical problems, research potential solutions, and exercise sound judgment in resolving or escalating issues. 
• Familiarity with device troubleshooting, basic networking, and end-user support in a multi-site environment.
• Ability to quickly learn new software programs, technical skills, and emerging technologies. 
• Experience in change management or the ability to pivot as situations, priorities, or available technical information change. 
• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical hands-on work experience.
• Working knowledge of Windows and Microsoft 365 administration, including Microsoft Entra ID and Microsoft Intune, or demonstrated ability to develop proficiency in these platforms.
• Ability to support Google Workspace and managed Chromebooks, or to quickly learn these technologies.
• Strong oral and written communication and customer service skills. 

V. PREFERRED QUALIFICATIONS

• Two or more years of hands-on IT end-user support, hardware support, or endpoint administration experience.
• Experience supporting Google Workspace for Education, managed ChromeOS devices, classroom technology, or educational filtering and monitoring platforms.
• Experience with PowerShell scripting, Power Automate, Power Apps, SQL, Python, or Power BI for process improvement, automation, or operational reporting.
• Experience in behavioral health, human services, or K–12 education settings, including familiarity with HIPAA and applicable privacy and security requirements.
• Experience with CareLogic or other electronic health record (EHR) systems is beneficial.
• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 certifications.

VI. SUPERVISORY RESPONSIBILITIES

• N/A

VII. PHYSICAL DEMANDS

• Standard office conditions and equipment use apply
• Ability to lift, transport, and set up IT hardware (monitors, desktop units, printers, rack equipment) weighing up to 40 lbs
• Extensive periods of sitting. A convertible standing-desk option is available for successful candidates.

VIII. WORKING CONDITIONS AND ENVIRONMENT

• Primarily based at BGV’s Milford, CT campus, providing onsite support as operational needs require.
• Travel to BGV locations in Bridgeport and Norwalk, CT may be required to provide onsite technical support.
• Participation in after-hours rotational low-volume emergency IT on-call support for programs operating outside of standard working hours.