IT Support Specialist

Location: New York, NY | Department: Information Technology | Reports To: Director of Information Technology

About the Role

The IT Support Specialist plays a critical role in ensuring the efficient operation, maintenance, and security of the organization's technology infrastructure. This position provides hands-on technical support for end users, computer systems, hardware, software, and network connectivity across multiple locations. The successful candidate will serve as a key resource for troubleshooting technical issues, implementing technology solutions, maintaining system performance, and supporting organizational goals through exceptional customer service. This role also acts as a liaison with the outsourced Help Desk vendor, fostering effective communication and identifying opportunities for service improvement.

Responsibilities

Technical Support & Operations

• Provide second-level technical support for desktops, laptops, tablets, printers, mobile devices, peripherals, and related technology systems.
• Troubleshoot and resolve hardware, software, operating system, and network connectivity issues.
• Document, track, and resolve support requests through the ticketing system, ensuring timely closure and communication.
• Configure, deploy, and maintain computer hardware, software applications, drivers, and operating systems.
• Perform routine maintenance, updates, and repairs to ensure optimal system performance and security.
• Collect and analyze technical data to diagnose and resolve computer-related issues.

System Administration & Deployment

• Develop, maintain, and manage computer imaging solutions for multiple device models.
• Set up and deploy new workstations and hardware devices.
• Evaluate software compatibility and test new applications prior to implementation.
• Maintain inventory and lifecycle management of IT assets.

Security & Compliance

• Safeguard protected health information (PHI), financial information, and organizational data in accordance with established security and privacy protocols.
• Identify, document, and promptly report information security incidents.
• Promote and model best practices related to information security, confidentiality, and data privacy.

Customer Service & Training

• Deliver exceptional customer service to end users across the organization.
• Communicate technical concepts in a clear and professional manner to both technical and non-technical users.
• Provide training and guidance to help staff maximize technology utilization and prevent recurring issues.
• Escalate unresolved concerns and user dissatisfaction to IT leadership as appropriate.

Additional Responsibilities

• Participate in an on-call rotation to support critical IT issues during evenings, weekends, and holidays.
• Collaborate with IT team members and external service providers to achieve departmental objectives.
• Support special projects and perform other duties as assigned.

Skills

• Strong knowledge of Microsoft Windows operating systems and desktop applications.
• Experience troubleshooting hardware, software, and network-related issues.
• Excellent customer service and interpersonal communication skills.
• Ability to communicate effectively with users, vendors, and colleagues at all levels.
• Strong organizational skills with the ability to prioritize multiple tasks and projects.
• Ability to work both independently and collaboratively in a team environment.
• Ability to read, understand, and apply technical documentation and manuals.
• Commitment to maintaining confidentiality and data security standards.

Qualifications

• Associate's Degree in Computer Science, Information Technology, or a related field.
• CompTIA A+ Certification.
• Minimum of 3-4 years of experience as a Computer Technician, Desktop Support Specialist, or related IT support role.

Preferred Qualifications

• Experience supporting healthcare or multi-site environments.
• Familiarity with ticket management systems and asset tracking tools.

Physical Requirements

• Ability to travel between organizational campuses and facilities as needed.
• Ability to lift and move computer equipment, monitors, printers, and related hardware.
• Ability to bend, kneel, climb, and access network wiring, wall jacks, and electrical outlets when required.
• Ability to move furniture when necessary to access IT equipment and infrastructure.