IT Support Specialist

SUMMARY:

The IT Support Specialist plays a key role in keeping SCHC’s technology running smoothly. This position provides technical assistance to staff, resolves hardware and software issues, and supports day-to-day IT operations. Responsibilities include troubleshooting workstations and peripheral devices, installing and upgrading systems, and protecting organizational data against security threats. Support is delivered in-person, by phone, email, or remote sessions, with an emphasis on professionalism and clear communication.

This posting is for Level II or Level III. References to Intern and Level I responsibilities are included to show the progression of duties within the IT Support Specialist role, but SCHC is not hiring for those levels under this posting.

Success in this role requires not only technical skill but also the ability to build trust, adapt to changing priorities, and maintain positive working relationships with staff and vendors. Strong problem-solving skills, patience, and a customer service mindset are essential.

SCHC encourages ongoing professional growth. Team members are supported in pursuing industry certifications, cross-training with colleagues, and gaining experience that leads to advancement across IT Support Specialist levels.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Note: SCHC is hiring only for Level II and Level III at this time. Intern and Level I duties are provided for role progression and context.

Intern

• Shadow IT staff and assist with basic IT troubleshooting tasks.
• Provide initial support for hardware and software issues under supervision.
• Assist in setting up and configuring workstations and peripheral devices under supervision.
• Learn to document incidents and resolutions in the ticketing system.
• Help maintain and organize IT inventory and IT department storage areas.
• Perform routine tasks such as password resets, software updates, and peripheral installation.
• Participate in basic technical training and orientation sessions.
• Maintain confidentiality and professionalism in all work assignments.

Level I

• Respond to user inquiries and provide basic technical support via phone, email, or in-person.
• Troubleshoot hardware and software issues for desktops, laptops, printers, and peripherals.
• Assist with password resets and account unlocks.
• Act as part of SUN-TEC (help desk) – first point of contact for any computer, network, e-mail, and general office equipment questions.
  • Ensure that issues are documented in the ticketing system.
  • Document work performed and resolutions in the ticketing system.
  • Schedule work week out in the ticketing system.
• Set up and configure new user accounts and workstations.
• Escalate issues to Level II support technicians.

Level II (includes Level I responsibilities, plus):

• Provide advanced technical support and resolve escalated issues from Level I support technicians.
• Install new systems, assess, and implement upgrades as needed.
• Apply technical expertise to deliver timely solutions.
• Provide ongoing monitoring, troubleshooting, and upgrading/replacement of all workstation OS software and systems.
• Monitor, troubleshoot, and update network infrastructure, both hardware and software.
• Manage and maintain IT asset inventory.
• Monitor and provide guidance to Level I support technicians.
• Maintain positive working relationships with third-party vendors.
• Collaborate with other IT team members to resolve complex issues.
  • Oversee data storage and retrieval systems.
  • Utilize effective backup systems.
  • Ensure data retrieval processes are in place and functional in the event of emergencies.
• Create and update documentation for all backup/recovery systems and processes.
• Provide staff with computer training and basic orientation on computers and software.

Level III (includes Level I and II responsibilities, plus):

• Create and execute work plans, identify dependencies, eliminate/reduce bottlenecks, and escalate critical issues, risks, or action items.
• Install, manage, and document organizational security systems.
• Maintain positive working relationships with all staff in all departments.
• Assist with maintaining and updating infrastructure workflows, diagrams, and other documentation.
• Ensure that system backups are performed continuously and consistently to meet organizational requirements.
• Assist with the development and enforcement of IT policies and procedures.
• Train and mentor Level I and II technicians.
• Lead IT projects, including system upgrades, migrations, and deployments.
• Other duties as assigned.

EDUCATION and/or EXPERIENCE:

Level II

Graduation from high school or equivalent. Appropriate work experience, including 2-4 years performing duties similar to most of those specified in the Level I and Level II Essential Duties and Responsibilities. Education and/or experience equivalent may be considered. CompTIA A+ required. CompTIA Network+ preferred. Proven experience in IT support and proficiency in troubleshooting and problem resolution are required. Continued training and current certification are recommended.

Level III

Associate degree preferred. Appropriate work experience, including 4+ years performing duties similar to most of those specified in the Level I, Level II, and Level III Essential Duties and Responsibilities. Education and/or experience equivalent may be considered. CompTIA A+ required. CompTIA Network+ preferred. CompTIA Security+ preferred. Extensive experience in IT support and administration, strong communication skills, team-building and problem-solving skills, and the ability to create technical documentation are required. Continued training and current certification are required.

GENERAL:

To ensure the health of our community, patients, and staff, SCHC requires proof of completed vaccine series or serologic test results for MMR (Measles, Mumps, and Rubella), Varicella (Chicken Pox), Pertussis, and Hepatitis B, as well as TB screening, prior to employment.