End User Support Specialist

• Serve as a primary support resource for Carelogic, responding to user tickets, troubleshooting issues, and ensuring timely follow-up and resolution.
• Provide day-to-day support for Carelogic workflows, user access, basic configuration, and coordination with vendors or internal leadership on escalated issues.
• Train staff on Carelogic and related systems, including onboarding support, refresher training, and guidance on efficient and accurate system use.
• Assist with system development and workflow improvements that increase efficiency, accuracy, and user adoption across departments.
• Develop, run, and support reports within Carelogic and other systems to meet operational, compliance, and leadership reporting needs.
• Document support issues, resolutions, procedures, and system changes to improve consistency, knowledge sharing, and service quality.
• Support user account setup, permissions, onboarding/offboarding tasks, and general technical assistance in accordance with organizational policies.
• Collaborate with the VP of Operations, Director of IT Infrastructure, vendors, and program staff to identify needs, resolve system issues, and support implementation of approved changes.
• Assist with procurement of approved hardware, software, licenses, and related technology resources, including coordinating quotes, orders, replacements, and inventory tracking.
• Provide responsive, service-oriented technical support that helps staff use systems effectively while maintaining security, confidentiality, and compliance.
• Other duties and/or tasks as assigned.

Do you have experience in Wireless networking?, Do you have a Associate’s degree?, * Associate’s or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or a closely related field preferred; equivalent relevant experience may be considered including certifications.

• Minimum three (3) years of experience in system administration, technical support, or infrastructure operations.
• Hands-on experience supporting Microsoft 365, Windows server and desktop environments, user accounts, and endpoint management required.
• Experience with network administration, backup and recovery, cybersecurity best practices, and troubleshooting hardware/software issues required.
• Healthcare, behavioral health, or non-profit experience strongly preferred.

Skills & Knowledge Required

• Working knowledge of HIPAA, HITECH, cybersecurity controls, and best practices for protecting sensitive information.
• Strong understanding of Windows operating systems, Microsoft 365 administration, Active Directory or comparable identity management, and endpoint security tools.
• Knowledge of network infrastructure including firewalls, switches, wireless access, VPN connectivity, and basic troubleshooting.
• Ability to install, configure, maintain, patch, and monitor servers, workstations, printers, and related hardware/software.
• Ability to document procedures, maintain asset inventories, and follow change management and escalation processes.
• Strong customer service, communication, and problem-solving skills with the ability to support users at varying technical skill levels.
• Ability to prioritize multiple requests, respond to incidents, and work independently with limited supervision.
• Ability to adapt to change and perform under stressful situations.
• Access to reliable transportation, auto insurance, and home internet service.