IT Support Specialist

About the role

The IT Support Specialist plays a crucial role in providing technical support to employees and residents, ensuring reliable and accessible technology for daily operations and resident engagement.

Responsibilities

• Serve as a primary point of contact for IT support requests from staff and residents.
• Diagnose and resolve hardware, software, mobile devices, peripheral, connectivity, printing, and basic application issues.
• Provide in-person, phone, email, and remote support in a timely and courteous manner.
• Log, track, prioritize, and document support requests through the help desk ticketing system including asset management and inventory tracking.
• Escalate unresolved or complex issues to appropriate IT team members or third-party vendors.
• Follow up with users to ensure issues are resolved fully and satisfactorily.
• Offer one-on-one support or small group guidance to improve residents' comfort and confidence with technology.
• Maintain accurate technical documentation, knowledge base articles, and support procedures.
• Recognize and report security concerns, phishing attempts, suspicious activity, and policy violations.
• Maintain confidentiality of sensitive organizational, employee, resident, and business information.
• Coverage across multiple campuses/communities if applicable, including travel between sites.

Required Competencies

• Strong customer service orientation with a calm, helpful, and professional demeanor.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly to non-technical users, including seniors.
• Patient, empathetic, and interpersonal sensitivity when supporting older adults and diverse user groups.
• Strong troubleshooting, problem-solving, and critical thinking skills.
• Able to prioritize tasks and manage multiple requests in a fast-paced environment.
• Dependable, organized, and detail-oriented.
• Strong teamwork skills and willingness to collaborate across departments and communities.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Education/Experience Required: 2+ years of hands-on IT support / help desk / desktop support experience.
• Preferred: Associate degree or higher in IT, CS, or related field; experience in healthcare, senior living, or long-term care environments.
• Preferred Certifications: CompTIA A+, Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent.
• Computer Skills Proficiency in MS Office Suite, including MS Word, Excel, PowerPoint, Access and Outlook. Have a working knowledge and experience using general ledger accounting software. Familiarity with Microsoft Great Plains Dynamic is helpful.

Pay

Annual Salary Range: $54,318.00 to $69,837.00

Schedule

Full-Time (Monday - Friday, 8:00am - 4:00pm)