What are the responsibilities and job description for the System Support Specialist position at Adelbrook, Inc?
JOB SUMMARY:
The Systems Support Specialist I provides first-level technical support to staff across the agency’s programs and administrative sites. This position assists in resolving hardware, software, and network issues, and supports end users with the use of computers, mobile devices, applications, and other information systems. The role ensures that technology resources function reliably, securely, and in alignment with organizational policies and industry standards. The Specialist works collaboratively within the IT team to maintain an efficient and secure technology environment that supports the agency’s mission of serving individuals with autism and intellectual/developmental disabilities.
WORK SCHEDULE:
Adelbrook is a 24/7 operating Agency. Schedules are flexible, may include early mornings, evenings, overnights, weekdays, weekends, holidays, mandated overtime, mandated holds, and on call responsibilities.
- Provide technical assistance.
- Diagnose and resolve issues with computer hardware, software, printers, and peripherals in a timely and professional manner.
- Configure and maintain desktops, laptops, tablets, and mobile devices for staff use.
- Installs, configures, and maintains Active Directory infrastructure.
- Install, update, and troubleshoot software applications and operating systems.
- Ensure appropriate licensing and compliance for all software installations.
- Assist in maintaining secure network connections and VPN access for remote users.
- Perform regular maintenance, updates, and patches on systems and equipment.
- Assist with user account management, permissions, and security settings within Active Directory or equivalent systems.
- Support setup and configuration of network printers, file shares, and access controls.
- Maintain inventory of technology assets, ensuring accurate tracking and documentation.
- Assist with IT documentation, including system configurations, maintenance records, and support requests.
- Secure all portable and networked devices in accordance with agency IT policies and applicable regulations
- Support and collaborate with the Systems Administrator on network tasks and infrastructure maintenance.
- Provide basic training and guidance to staff on the use of hardware, software, and collaboration tools
- Promote best practices for cybersecurity, data protection, and appropriate technology use.
- Secure all portable devices and systems with current encryption software that meet or exceed HIPAA compliant regulations.
- Maintain required agency certifications
- Communicate technical concepts to non-technical staff clearly and effectively.
- Maintain confidentiality and comply with all IT security protocols and agency policies.
- Perform all levels of hardware repairs, maintenance, technical assistance, and support a wide range of PC-Based computers.
- Stay informed of new technologies, tools, and practices relevant to the agency’s IT needs.
- Participate in ongoing training and professional development as directed.
- Perform other related duties as assigned.
SKILLS:
- Strong troubleshooting and problem-solving skills.
- Effective communication and interpersonal skills.
- Time management and organizational skills.
- Ability to manage multiple priorities and respond to urgent requests promptly.
- Operating systems (Windows, macOS, Chrome OS).
- Common productivity software (Microsoft 365, Google Workspace).
- Network and hardware fundamentals (routers, switches, printers, cabling).
- Information security principles and data protection practices.
- Help desk ticketing and asset management systems.
- Work independently and collaboratively as part of a team.
- Explain technical issues to users with varying levels of technical ability.
- Maintain professionalism and patience in high-pressure situations.
- Adhere to confidentiality, security, and compliance standards.
- Learn and adapt quickly to new systems and technologies.
- Uphold the organization’s mission and values in all interactions.
- Associate's degree in information technology, Computer Science, or related field required; or an equivalent combination of education and experience.
- 3- 5 years of experience providing technical support in a networked environment.
- Experience in a nonprofit, healthcare, or human services organization preferred.
- Knowledge of Microsoft Windows environments, Office 365, and common business applications.
- Familiarity with Apple products, mobile device management (MDM), and basic networking concepts desirable.
- Professional certifications (A , Network , Microsoft, or similar) are preferred but not required.
- Valid driver’s license and reliable transportation to travel between program locations as needed.
- Work is performed in an administrative building or program office environment
- Must be able to lift up to 50 pounds as needed (e.g., supplies, office materials)
- Must be able to remain in a stationary position or move about for extended periods of time
- May occasionally be exposed to behaviors that require calm intervention or redirection
- Exposure to behaviors that may require intervention or safety procedures.
- Perform all requirements of physical management techniques (PMT).
Equal Employment Opportunity Statement
Our organization is an Equal Opportunity Employer. We celebrate diversity and are committed
to creating an inclusive environment for all employees. We prohibit discrimination and
harassment of any kind based on race, color, religion, age, sex, national origin, disability, genetic
information, veteran status, sexual orientation, gender identity or expression, or any other
characteristic protected by federal, state, or local laws.
A job description is not meant to be all inclusive of every task and/or responsibility
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.