IT and Application Support Specialist

The IT and Application Support Specialist primary role is to provide end-to-end technical assistance for IntellectAbility’s end-user applications and products, including the Health Risk Screening Tool (HRST), eLearning Platform, eLearn, webinars, etc. The role also includes a meaningful internal IT support component, such as employee onboarding, workstation and software provisioning, Microsoft, hardware and operating system troubleshooting, and support for local network devices.

Essential Responsibilities:

Your responsibilities will include, but are not limited to:

• Become a subject matter expert in IntellectAbility’s cloud-based applications and eLearning systems.
• Monitor and promptly respond within SLAs to incoming support requests via help desk portal tickets and phone.
• Manage client user accounts, access permissions, and account configurations.
• Process, validate, and upload client data files as required.
• Communicate technical guidance and instruction clearly to non-technical end users.
• Develop or assist in creating training materials, visual guides, and user documentation.
• Investigate mid-level and escalated technical issues, performing root-cause analysis.
• Collaborate directly with the Development team to identify, document, and verify software bug fixes.
• Utilize remote access tools to perform live troubleshooting and support.
• Provide internal technical support for local and remote IntellectAbility staff.
• Facilitate IT onboarding for new employees, including workstation setup and software provisioning.
• Assist in maintaining internal hardware, operating systems (Windows/macOS), and local network devices.
• Maintain clear, concise, and consistent ticketing logs while ensuring the confidentiality of sensitive data.
• Perform other duties and special projects as assigned by management.

Experience: 2+ years of technical support, help desk, or application support experience.

Education: Associate or Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).

Technical Knowledge:

• Proficiency with desktop operating systems (Microsoft Windows & macOS).
• Knowledge of core productivity applications (Microsoft 365 / Office Suite).
• Basic-to-intermediate understanding of network setup (routers, firewalls, switches).
• Familiarity with remote desktop and support tools

Communication: Exceptional written and verbal communication skills, with the ability to dialogue confidently with clients, internal team members, and leadership.

Problem Solving: Strong analytical, troubleshooting, and multi-tasking skills in a fast-paced environment.

Working Conditions & Physical Requirements

• Work Environment: Hybrid position with both remote and in-office setting requiring extended periods of sitting while operating computer systems.
• Physical Demands: Occasional standing, walking, bending, and reaching. Ability to safely lift and move IT hardware/equipment up to 35 lbs.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, Compensation Range: Hourly, $20-$25 per hour Reports To: I.T. Support Manager

FLSA Status: Employee, non/exempt (eligible for overtime)

Benefits: These are some of our company-wide employee benefits that are available to employees who have successfully completed their provisional period:

• 401K with company match
• Health insurance plans
• Free Dental and Vision insurance
• Paid holidays
• PTO (increasing with tenure)
• Profit Sharing, * 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Vision insurance