IT Support Specialist

Overview of Responsibilities

The Tier 1 Support Specialist provides front-line technical support for the agency in a Monday – Friday, 9:00 AM to 5:00 PM position. Approximately half of scheduled time is spent on-site supporting Looking Glass's 24-Hour Programs, with a focus on the Regional Crisis Centers (RCC East and RCC West), and also including PEER and New Roads/Station 7. The remaining half of scheduled time is spent on agency-wide projects and roaming support. This position serves as the first point of contact for IT support needs and manages routine technical issues while escalating more complex problems to appropriate team members.

Essential Qualifications

• One year experience in technical support or help desk environment, or any combination of training and experience that provides the required knowledge and skills

Schedule

Monday – Friday, 9:00 AM to 5:00 PM

Compensation & Benefits

In order to hire and retain employees who truly share our mission to "build a better future for youth, adults, and families", we offer competitive benefits, compensation, a generous PTO accrual rate, and a positive work culture.

• Salary: $55k/year
• The benefits package includes medical, dental, vision, 401(k) options, and more!
• Paid Time Off (PTO) accrual rate starts at 18.01 hours per month, equivalent to 5.4 weeks/year in the first year of employment.
• PTO accrual rate increases with tenure at the agency.
• Paid in-depth training to ensure a successful transition into the agency and position.

Work Environment Notice

This position provides on-site technical support at Looking Glass's 24-Hour Programs — including RCC East, RCC West, PEER, and New Roads/Station 7 — which deliver residential, shelter, and crisis-based services to youth and young adults experiencing behavioral, mental health, or housing crises. Employees in this role should expect to work in environments where clients may, at times, display escalated, unpredictable, or aggressive behavior, including physical aggression. Staff are expected to follow agency safety and de-escalation protocols, maintain situational awareness, and coordinate closely with clinical and direct-care staff, particularly during crisis situations.