Job Details

This position serves as the first point of contact for assisting staff, interns and contractors in troubleshooting and 
resolving issues, they may experience with the organization’s hardware, software, network and telecommunications 
infrastructure. In addition to the direct user support, the position participates in a wide variety of duties in support of 
the IT department’s function, including the maintenance of infrastructure, the planning and rollout of upgrades, user 
auditing and general IT-related administrative tasks.
Tasks of the Position
• Serves as a primary contact to provide telephone and in-person support for users experiencing issues with 
hardware, software, printing, network resources, hosted services and telecommunications systems and devices.
• Participates in new hire orientation as well as provides basic, one-on-one user training on the use of IT 
equipment, software, hosted systems and communications devices provided by the organization.
• Shares departmental responsibility for managing user access to systems and information.
• Shares departmental responsibility for installing and updating hardware and software.
• Shares departmental responsibility for maintaining IT presence and visibility across campus.
• Share departmental responsibility for maintaining inventory records, system and configuration documentation, 
and monitoring of systems.
• Shares departmental responsibility for interacting with vendors to seek outside support when necessary.
• Demonstrates personal integrity and professional demeanor in accordance with the ethics of the agency 
and profession
• Stays informed of current practice developments within the profession and uses educational and training 
opportunities to ensure continual professional competence.
• All other duties as required or requested, keeping within the scope of the position.
Knowledge/Skills/Abilities 
Minimum Skills:
• Experience working with Microsoft environments and operating systems, which includes experience with Microsoft 
10/11, onsite Active Directory, Microsoft Entra (Azure AD) and Microsoft 365 administration. 
• Experience using Microsoft 365 applications
• Strong customer service skills
• Familiarity with basic cybersecurity principles and the ability to convey them to users.
• Ability to prioritize tasks according to user and department need and recognize when it is necessary to adjust 
priorities. 
• Ability to quickly learn and apply new concepts, technologies, and techniques
• Ability to work constructively/cooperatively within the team and organization
• Excellent communication skills, both oral and written
• Demonstrated ability to interact positively in a culturally diverse environment
Preferred Skills:
• Microsoft 365, Azure, Azure AD & Power Platform experience
• Experience with common systems in the industry: CRM, HRIS, EHR 
• Experience with hosted VOIP telecommunication systems
• Familiarity with basic network concepts and structure, including DHCP, DNS, et. 
• Familiarity with current models of smartphones and imaging/printing devices. 
• Familiarity with HIPAA and client confidentiality
• Familiarity with the nuances of working in a Behavioral Health organization. 
Supervisory Responsibility
None
Qualification (Education / Training)
Minimum:
• High School Diploma or GED equivalency.
• 1-2 years of experience in hardware repair and installations
• 2-3 years of experience supporting Microsoft 365 applications
• 1-2 years of experience with general network support duties, preferably Windows 10
Preferred:
• 2 years’ experience working helpdesk tickets/providing user support
• Bachelor’s degree in computer science or 3 years’ experience in a related field