Summary

Description

POSITION SUMMARY

The IT Support Specialist works closely with the Director of IT to support the evolving technology needs of Judi’s House/JAG Institute. This role provides frontline support for staff across a range of endpoint devices, including PCs, printers, phones, and AV system as well as maintaining the facility’s IT infrastructure. Key responsibilities include managing user identities and devices through Microsoft Entra and Intune, supporting Microsoft 365 and other user applications, and assisting users with Electronic Health Record (EHR) system. The IT Support Specialist also plays a key role in maintaining endpoint device security and supporting network security and compliance efforts. This position requires strong troubleshooting skills, excellent customer service, and ability to adapt in a dynamic, cloud-centric IT environment.

ESSENTIAL DUTIES/RESPONSIBILITIES

Provides technical support and assistance to Judi’s House staff on various software applications and hardware systems.
Performs installation, configuration and maintenance of computers, operating systems, endpoint security, software applications, printers/copiers, phones, conferencing systems, network and/or other related equipment/devices.
Performs software deployments, security updates and patches and other routine maintenance tasks for upkeep of endpoint devices, software and network.
Manages user identities and access to systems and applications.
Trains and orients new staff and trainees on the use of hardware and software.
Participate in organization-wide IT projects and initiatives
Monitors and verifies cloud-based backup solution to ensure data integrity and recoverability
Assists users with EHR application issue resolution and enhancements.
Fulfills standard data/report requests from multiple stakeholders and provides data-related support.
Assists the Director of IT with the review, evaluation, and recommendation of solutions relating to hardware and software procurements and/or network updates.
Performs data entry and maintains records such as problems and incidents, standard operating procedures, and user instructions.
Escalates issues to a higher-level and/or IT Services vendor to ensure assistance in a timely, responsive, and professional manner.
Provides individual instruction and/or training to users on new or updated technologies.
Assist staff to achieve efficient and effective use of computing technology and maximize utilization of computer resources
Maintains inventory of IT hardware assets such as desktops, laptops, iPads, phones, printers, peripherals as well as software assets.
Provides excellent customer service with attentive follow-up to ensure users’ need/request are met consistently and reliably.
Assists with compliance and data protection efforts in alignment with HIPAA and organizational policies.
Monitors security awareness training compliance and provides follow-up training as needed
Maintains currency of knowledge with respect to technology, equipment, applicable laws, regulations, standards and/or systems.
Performs miscellaneous job-related duties as assigned.

OTHER DUTIES/RESPONSIBILITIES

Promote the values of JH/JAG throughout the organization and external relationships
Attend team and organizational meetings, activities, and events as required.
Collaborate with JH/JAG staff and perform job duties to advance the organization’s mission and vision.
Demonstrate ability to work independently and within a team, seeking guidance as appropriate.
Comply with all organizational policies and procedures.
Commitment to JH/JAG mission.

SUPERVISORY DUTIES

None

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required to sit, stand, and walk as well as bend, squat, and climb stairs. The employee must occasionally lift and/or move up to 25 pounds.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office conditions. The noise level in the work environment is usually quiet.

REQUIRED EXPERIENCE, KNOWLEDGE, SKILLS, AND ABILITIES SOUGHT

Working knowledge of Windows 11 operating system, Microsoft 365 apps, networking and common endpoint devices (PCs/iPads/printers etc.)
Ability to perform routine maintenance and updates on devices and software.
Familiarity with cloud-first IT environments and hybrid infrastructure support.
Experience managing user identities and access using Microsoft Entra ID (formerly Azure Active Directory) and Microsoft 365 admin center.
Familiarity with Microsoft Intune for Windows device management and compliance policies
Experience supporting users with Microsoft 365 collaboration tools including SharePoint Online and OneDrive for Business.
Familiarity with Remote Desktop and VPN.
Strong problem-solving skills with the ability to troubleshoot and resolve issues related to printers, copiers, VOIP phones, tablets and wireless networks.
Researches solutions for IT issues independently with minimal supervision.
Strong understanding of IT security best practices and EDR tools.
Familiarity with Windows PowerShell scripting.
Knowledge of relational databases and experience in writing basic SQL queries (including joining tables) with a desire to expand SQL/database skills as needed.
Acute attention to detail for data verification and correction to ensure reliability and accuracy.
Excellent communication skills, with the ability to work effectively with staff, vendors, and stakeholders at all levels.
Provides outstanding customer service with the ability to explain technical concepts clearly and patiently to non-technical users.
Organized and thorough in maintaining IT documentation and records.
Able to effectively prioritize tasks and manage multiple assignments effectively.
Demonstrates professionalism, and a strong commitment to Judi’s House’s core values: Accountability, Compassion, Courage and Respect
Occasional off hours/on call work may be required.
Highly desirable:

Help desk and end-user support experience.

Desirable but not required:

Knowledge of Electronic Health Record (EHR) system, SQL Server and tools.
Knowledge of HIPAA compliance requirements.
Experience in a non-profit organization and/or clinical environment.

OTHER DUTIES AND RESPONSIBILITES

Promote the values of JH/JAG throughout the organization and external relationships.
Attend team and organizational meetings, activities, and events as required.
Collaborate with JH/JAG staff and perform job duties to advance the organization’s mission and vision.
Demonstrate ability to work independently and within a team, seeking guidance as appropriate.
Comply with all organizational policies and procedures.
Commitment to JH/JAG mission.

This position is primarily onsite but is eligible for partial remote work at the manager’s discretion.

Note: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. We are an organization where everyone pitches in to get done what needs to be done.