IT Support Specialist

The IT Support Specialist provides day-to-day technical support to employees across Veteran Pathways of New England. This position supports employee accounts, laptops, cellphones, printers, software access, and other technology used in daily operations.

The IT Support Specialist troubleshoots routine technical issues, supports employee onboarding and offboarding, maintains IT equipment records, and works with the IT and Data Specialist to support consistent IT processes and day-to-day coverage across the organization.

This position provides an opportunity to build practical IT experience while working alongside experienced staff and supporting technology across a growing, multi-site organization., Employee IT Support

• Provide day-to-day technical support for employee hardware, software, account, access, printer, cellphone, and other routine technology issues.
• Troubleshoot common technical problems and assist employees with organizational software and technology tools.
• Escalate network, infrastructure, security, or other complex technical issues when additional support is required.

Employee Onboarding and Account Support

• Set up laptops, cellphones, printers, and other technology for new and current employees.
• Assist with employee email accounts, software access, and other authorized system access.
• Support IT-related onboarding and offboarding, including equipment issuance, collection, and account-access changes.
• Follow established procedures for equipment setup and system access.

IT Asset Management

• Maintain accurate inventory records for laptops, cellphones, printers, accessories, and other organizational technology.
• Track the issuance, return, transfer, and availability of IT equipment.
• Assist with identifying equipment repair, replacement, and supply needs.

IT Operations and Coverage

• Follow and maintain routine IT procedures and documentation to support consistent day-to-day coverage.
• Coordinate with employees at organizational locations to resolve routine technology issues.
• Work with the IT and Data Specialist and outside technology providers as needed to support employee IT needs., * Professional references may be requested later in the hiring process.

Schedule

• Part-time, 20 hours per week.
• Monday and Tuesday; 8:00 am to 4:00 pm.
• Thursday; 8:00 am to 12:00 pm.
• Some scheduling flexibility may be considered based on candidate availability and operational needs.
• Additional hours may be available based on organizational needs and with prior approval.
• Occasional travel to other organizational locations may be required based on IT support needs., * Meaningful work supporting an organization serving Veterans and their families.
• 403(b) retirement plan.
• Opportunities for training and professional development.
• Hands-on experience supporting technology across multiple programs and organizational locations.
• Opportunity to expand responsibilities as skills and organizational needs develop.

• Associate degree, technical certification, coursework, or relevant experience in Information Technology, Computer Science, Information Systems, or a related field. Equivalent combinations of education and experience will be considered.
• Working knowledge of laptops, mobile devices, printers, common business software, user accounts, and basic hardware and software troubleshooting.
• Strong problem-solving skills and ability to learn new technology and systems.
• Strong organizational skills and attention to detail.
• Ability to communicate technical information clearly to employees with varying levels of technical experience.
• Ability to appropriately handle confidential information and system access.
• Ability to work independently and recognize when technical issues should be escalated.
• Must be able to reliably report to the assigned work location and travel to other organizational locations when required.
• Must pass a background check., * Experience providing help-desk, desktop, or end-user technical support.
• Experience with Microsoft 365 or similar business productivity platforms.
• Experience setting up laptops, mobile devices, user accounts, and software access.
• Experience maintaining IT equipment or asset inventory.
• Military or Veteran experience is not required but is strongly valued.

• The hourly range for this position is $24.00 - $27.00 per hour. The final offer will be based on experience and qualifications.