IT Support Specialist

Position Summary

The IT Support Specialist is responsible for providing reliable, responsive, and professional technology support across TOBOLA Health Care Services. This position serves as a primary point of contact for day-to-day technology needs and provides Tier 1 and Tier 2 technical support to employees across administrative departments and program locations.

The IT Support Specialist will troubleshoot hardware, software, account access, connectivity, and other technology-related issues; assist with employee onboarding and offboarding; maintain technology assets and documentation; and support the systems used throughout the organization.

This position requires a combination of technical knowledge, customer service, organization, and independent problem-solving. The IT Support Specialist must be comfortable supporting employees with varying levels of technical proficiency and working across remote, office, and program-based environments.

Essential Duties & Responsibilities

Help Desk & Technical Support

• Serve as a primary point of contact for employee technology support requests.
• Manage and respond to requests submitted through the organization’s IT help desk/ticketing system.
• Provide Tier 1 and Tier 2 troubleshooting for computers, mobile devices, printers, software, internet/network connectivity, user accounts, and other technology-related issues.
• Diagnose technical issues and provide timely resolution, workarounds, or escalation when necessary.
• Provide remote and in-person technical support to administrative employees and staff working at program locations.
• Prioritize support requests based on urgency, operational impact, and organizational needs.
• Document troubleshooting steps, resolutions, and recurring issues within the organization’s IT support systems.
• Escalate issues requiring advanced technical expertise or third-party vendor support when appropriate.

User Accounts & Systems Access

• Assist with the creation, modification, and deactivation of employee technology accounts.
• Support employee access to Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint.
• Assist with access and troubleshooting for organizational systems, including Therap, Notion, and other approved platforms.
• Support password resets, account recovery, permissions, and general access issues.
• Ensure access changes associated with onboarding, transfers, promotions, and terminations are completed accurately and promptly.
• Maintain appropriate documentation related to user accounts, permissions, and system access.
• Complete authorized account and access changes independently while obtaining management approval when required by organizational policy or security procedures.

Employee Onboarding, Offboarding & Training

• Coordinate technology-related components of employee onboarding and offboarding.
• Prepare and configure computers, accounts, applications, and other technology resources for new employees.
• Ensure technology equipment and system access are properly collected, transferred, or disabled when employees leave the organization.
• Provide employees with basic training and guidance regarding organizational technology systems and tools.
• Develop user-friendly instructions, guides, and other support resources for commonly used systems.
• Assist managers and employees in effectively utilizing approved technology platforms.

Equipment & Technology Asset Management

• Maintain accurate inventory records for company-owned computers, mobile devices, accessories, and other technology equipment.
• Coordinate the assignment, transfer, collection, and replacement of technology equipment.
• Assist with configuring and deploying new computers and other devices.
• Identify damaged, outdated, or nonfunctional equipment and recommend repair or replacement.
• Maintain appropriate records regarding device assignment, condition, and lifecycle.
• Support technology setup and troubleshooting at TOBOLA administrative and program locations.

Systems, Documentation & Technology Operations

• Maintain internal IT documentation, troubleshooting procedures, knowledge-base resources, and technology-related records.
• Assist with testing and implementation of new software, systems, devices, and technology initiatives.
• Participate in user acceptance testing and provide feedback regarding technology functionality and employee usability.
• Identify recurring technical issues and recommend improvements to systems, processes, or employee training.
• Assist with maintaining appropriate technology security practices, including account access, password practices, device security, and protection of organizational information.
• Coordinate with technology vendors and service providers when authorized or when additional technical support is required.
• Assist with IT projects and other technology-related needs as assigned.

Work Environment & Travel

This is a hybrid position requiring work across multiple environments. The IT Support Specialist will divide working time between remote work, TOBOLA’s administrative office, and TOBOLA program locations based on organizational and support needs.

The position requires the ability to travel to program locations as necessary to troubleshoot equipment, provide technical assistance, deploy technology, or address other IT needs. The employee must maintain reliable transportation and the ability to travel between organizational locations during the workday.

The position may require the ability to transport, install, connect, and troubleshoot computers, monitors, printers, networking equipment, and other common technology devices.

Decision-Making & Authority

The IT Support Specialist is expected to independently resolve routine Tier 1 and Tier 2 technology issues within established organizational procedures.

The position may independently perform authorized troubleshooting, equipment configuration, account maintenance, and routine system administration activities. Actions involving significant system changes, elevated permissions, purchasing, security-sensitive access, organizational policy changes, or other designated activities may require approval from the Executive Director or other authorized leadership.

Organizational Expectations

The IT Support Specialist is expected to support TOBOLA’s technology environment with a focus on reliability, security, responsiveness, and employee service. As organizational technology needs evolve, responsibilities may be modified or expanded to support new systems, locations, processes, and operational requirements.

While the position currently focuses primarily on Tier 1 and Tier 2 support, the role provides opportunities to develop increased knowledge of TOBOLA’s technology infrastructure and assume greater ownership of IT operations based on organizational needs, demonstrated performance, and professional development.

Minimum Qualifications

Candidates must meet one of the following:

• Associate's degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related technology field; or
• Minimum of two (2) years of relevant experience in an IT help desk, desktop support, technical support, or similar role.

Preferred Qualifications

• Industry certifications such as CompTIA A , Network , Microsoft, or other relevant technology certifications.
• Experience supporting Microsoft 365 environments.
• Experience troubleshooting Windows computers, mobile devices, printers, peripherals, and common business applications.
• Familiarity with Microsoft Teams, Outlook, OneDrive, and SharePoint.
• Experience with user account provisioning, permissions, and access management.
• Experience with ticketing/help desk systems and technology asset management.
• Experience supporting users across multiple physical locations.
• Previous experience within healthcare, human services, residential services, or a similarly regulated environment is beneficial but not required.

Knowledge, Skills & Competencies

The successful candidate should demonstrate:

• Strong troubleshooting and analytical problem-solving abilities.
• Excellent customer service and interpersonal skills.
• Ability to communicate technical concepts clearly to individuals with varying levels of technical knowledge.
• Patience and professionalism when assisting employees experiencing technology difficulties.
• Strong written and verbal communication skills.
• Excellent organization, documentation, and follow-through.
• Ability to prioritize multiple support requests and recognize operationally critical issues.
• Ability to work independently while recognizing when management approval or escalation is necessary.
• Ability to appropriately handle confidential and sensitive organizational information.
• Strong attention to detail, particularly when managing user accounts, permissions, equipment, and organizational data.
• Willingness to learn new systems and adapt as the organization’s technology environment evolves.