IT Operations Specialist

Schedule: Full-time; onsite position. Weekdays, 1st shift, to vary depending on operational needs. Must be available to work occasional evenings and weekends as dictated by the demands of the position and events. Your Impact: As a Technical Support Specialist, you will play a vital role in ensuring that our staff and children have access to the technology they need to thrive. By providing timely and effective technical support, you’ll enable our teams to focus on their mission of supporting children and families. Your contributions will directly impact the day-to-day operations of the organization, from solving immediate IT issues to helping build a more efficient technological infrastructure. As a Technical Support Specialist, you will be part of a passionate team dedicated to supporting the work of Crossnore Communities for Children. Your role will be essential in creating an efficient and effective technical environment, empowering our staff to better serve children and families in need, Technical Support

• Provide front-line technical support for desktops, laptops, printers, tablets, mobile devices, software applications, and network systems.
• Respond to help desk tickets and support requests in a timely, professional, and customer-focused manner.
• Diagnose and troubleshoot hardware, software, connectivity, and systems-related issues.
• Support wireless and wired networking environments.
• Assist staff with classroom technology, audiovisual equipment, conference room systems, and virtual meeting platforms.
• Support VOIP phone systems and communication technologies.
• Escalate advanced technical issues to senior IT staff or vendors, when appropriate.
• Provide technical guidance and basic training to end-users.

Hardware & Device Management

• Install, configure, maintain, and troubleshoot desktops, laptops, printers, tablets, and mobile devices.
• Perform device imaging, deployment, and configuration for new employees.
• Support onboarding, offboarding, and user access changes.
• Maintain inventory records, asset tracking systems, and technology documentation.
• Assist with software licensing and equipment lifecycle management.

Infrastructure & Network Support

• Assist with maintaining servers, switches, routers, wireless systems, firewalls, and cloud-based systems.
• Support infrastructure upgrades, hardware refreshes, and technology deployments across multiple campuses.
• Troubleshoot VPN and network connectivity issues.
• Assist with backup, disaster recovery, and operational continuity processes.

Cybersecurity & Access Administration

• Support cybersecurity initiatives including MFA, endpoint protection, software patching, and device compliance.
• Monitor and report suspicious activity or vulnerabilities.
• Maintain confidentiality and security of organizational systems and sensitive information.
• Support implementation of organizational security protocols and best practices.

Documentation & Operational Support

• Create and maintain technical documentation, troubleshooting guides, and operational procedures.
• Document recurring issues, system changes, and support resolutions.
• Participate in IT projects, deployments, and process improvement initiatives.
• Research and recommend technology solutions and operational improvements.

• Associate’s degree required, Bachelor’s degree preferred, in Information Technology, Computer Science, Information Systems, or related field.
• 3+ years experience in an IT support, IT operations, or technical support role required, including experience supporting networking, operating systems, hardware, and software applications.
• Experience supporting Microsoft environments, Google Workspace, endpoint/device deployment, account administration, and audiovisual systems required.
• Experience supporting healthcare, nonprofit, or educational organizations preferred.
• An equivalent combination of education and experience may be considered.

Skills/Competencies Technical Skills

• IT technical support and troubleshooting
• Networking, VPN, and connectivity support
• Microsoft 365, Google Workspace, and enterprise systems support
• Hardware, software, and mobile device management
• Cybersecurity and endpoint protection practices
• Active Directory and user access management
• VOIP, audiovisual, and classroom technology support
• IT documentation, inventory management, and asset tracking

Professional Competencies

• Strong customer service and communication skills
• Problem-solving and critical thinking ability
• Organization, time management, and attention to detail
• Ability to prioritize multiple requests in a fast-paced environment
• Collaboration and relationship-building skills
• Adaptability and willingness to learn new technologies
• Professionalism, confidentiality, and sound judgment
• Ability to work independently while contributing to a team environment

• Defined Contribution Benefits Plan including options for:
• Health/Dental/Vision Insurance - $0 copay for mental health visits with our health insurance
• Life, Short-Term Disability, and Long-Term Disability plans
• Critical Illness and Accident coverage options
• Flexible Spending Plan
• 401k with employer match (up to 6%)
• Paid Parental Leave - Based on Tenure
• Ongoing Training
• 20 Days PTO, 11 Paid Holidays