IT Support Specialist ; On-Site

Job Description

Posted Monday, January 12, 2026 at 11:00 AM | Expires Tuesday, January 20, 2026 at 10:59 AM

The IT Support Specialist I will play an important role in providing first-level technical support for our IT systems and end-users across all locations. This role requires a technical understanding of systems and the ability to conduct basic troubleshooting efforts to ensure minimum downtime for our end-users. Additionally, this position requires a customer-focused mindset and the ability to work collaboratively within a team.

The ideal candidate will have excellent customer service skills to provide effective technical support, while ensuring seamless operations and enhancing the end-user experience with every interaction within our fast-paced healthcare environment.

This position will be expected to work 100% on-site.

• Serve as the first point of contact for IT support, answering incoming calls and promptly responding to issues reported via email, chat, and the self-service portal, ensuring a high level of customer service
• Provide remote troubleshooting assistance using remote desktop tools, resolving issues such as software glitches, network connectivity, and hardware malfunctions without requiring onsite visits, when possible
• Diagnose and resolve technical issues for end-users, escalating complex problems to higher-level support when necessary
• Document all support interactions accurately in the ticketing system to ensure proper tracking and follow-up on unresolved issues

• Assist in the setup, installation, and configuration of computers, peripherals, and software applications

• Modify user account access and/or permissions in Active Directory and other systems when requested to do so by senior staff or IT Management, always ensuring compliance with healthcare regulations and security protocols; this includes unlocking accounts and resetting passwords after properly conducting  of the requester

• Conduct routine checks, technical rounding contacts, and preventive maintenance on IT equipment, including computers, printers, and other peripherals
• Respond to and resolve issues related to network connectivity, including Wi‑Fi access, VPN connections, and telecommunications services, providing quick resolutions to enhance user productivity

• Maintain detailed and accurate records of all support requests, troubleshooting notes/screenshots, and resolutions in the IT ticketing system
• Analyze reports on common issues/solutions to help identify trends and elevate findings to senior IT staff in order to improve service delivery
• Collaborate with senior staff and IT management to develop and update knowledgebase articles, user manuals, and training materials that empower users to resolve common issues independently

• Provide basic remote training to end-users on software applications, security protocols, and best practices for IT usage, fostering a culture of IT literacy within the organization
• Facilitate webinars to enhance user skills and address basic and common challenges encountered by staff
• Leverage our IT ticketing system to open, track, and resolve tickets, ensuring service level agreements (SLAs) are met, while providing updates to users regarding the status of their requests, and prioritizing issues based on urgency
• Ensure Incident, Service Request, and Problem ownership while promoting customer satisfaction
• Monitor the IT Service Desk and accurately route/escalate tickets to the Subject Matter Expert (SME) IT group, by using critical thinking and according to the nature of the request/incident, if First Contact Resolution (FCR) is not possible

• Ask questions when unsure of how to handle specific issues and take advantage of professional development opportunities, fostering a culture of knowledge sharing
• Act as an advocate for IT and our end-users to ensure their technological needs are met and we work towards a common goal
• Work closely with other IT team members to elevate issues as needed and ensure cohesive support services

• Monitor executive team support channels and quickly elevate incoming incidents/requests to senior staff so they can prioritize their prompt resolution

• Work closely with other IT team members to ensure cohesive service delivery and effective resolution of support requests, participating in regular team meetings to discuss ongoing issues and solutions
• Communicate technical information clearly and effectively to non-technical users, ensuring they feel supported and informed throughout the troubleshooting process
• Act as a communication vehicle to keep our users informed during new software deployments, updates, other IT related projects, and downtimes

• Assist in maintaining compliance with…