I.T. Support Specialist

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Job Title

I.T. Support Specialist

Agency

Pathways Center

Job Requisition ID

JR0000004284

Shift

Day (United States of America)

Compensation Details

Job Description

Responsibilities

Pathways Center provides behavioral health, developmental disabilities, and substance use disorder services throughout west-central Georgia. Our multidisciplinary team includes psychiatrists, physicians, nurses, licensed clinicians, direct care professionals, administrative staff, and information technology professionals who work collaboratively to ensure high-quality services for the individuals and communities we serve.

The Information Technology Department provides technology support for all Pathways Center facilities, residential programs, crisis services, outpatient clinics, and administrative offices located throughout west-central Georgia.

The IT Support Specialist is responsible for providing exceptional frontline technical support to employees across the organization. Working under the direction of the IT Director and alongside the IT Systems Administrator, this position serves as the primary point of contact for hardware, software, and technology-related support requests submitted through the organization's SolarWinds Help Desk system.

This position requires excellent customer service skills, technical troubleshooting abilities, and frequent travel to Pathways Center facilities throughout the service area.

Responsibilities include, but are not limited to

Help Desk Support

• Serve as the primary responder for IT support requests submitted through the SolarWinds Help Desk system.
• Monitor, prioritize, assign, document, and resolve incoming help desk tickets according to established service standards.
• Provide remote and onsite technical assistance to employees.
• Escalate complex technical issues to the IT Systems Administrator or IT Director as appropriate.
• Maintain complete documentation of support requests, resolutions, and system changes.

Desktop & End-User Support

• Install, configure, deploy, and troubleshoot Windows desktop and laptop computers.
• Configure and maintain printers, scanners, monitors, docking stations, mobile devices, and other peripherals.
• Install, configure, and update approved software applications.
• Assist employees with Microsoft Office 365 applications, Microsoft Teams, Outlook, Adobe Acrobat, and other business software.
• Troubleshoot connectivity issues involving wired and wireless networks.
• Assist users with password resets and multi-factor authentication.

Hardware & Equipment Management

• Prepare new computers for employee onboarding.
• Replace and upgrade computer hardware components.
• Assist with equipment relocation during office moves and renovations.
• Maintain inventory of computers, monitors, mobile devices, printers, and technology assets.
• Track warranty information and equipment life cycles.
• Coordinate equipment disposal according to company policies.

Systems Support

• Assist the IT Systems Administrator with routine maintenance activities.
• Perform workstation imaging and software deployments.
• Assist with operating system updates and security patch installations.
• Support backup verification procedures.
• Assist with user account creation and access requests.
• Support implementation of new technology initiatives.

Security & Compliance

• Follow organizational cybersecurity policies and procedures.
• Install and maintain endpoint protection software.
• Assist with cybersecurity awareness initiatives.
• Report suspected cybersecurity incidents immediately.
• Maintain confidentiality of sensitive information, including HIPAA-protected information.
• Support compliance with HIPAA, HITECH, organizational security policies, and applicable federal and state regulations.

Customer Service

• Provide outstanding customer service to employees at all organizational levels.
• Explain technical concepts in clear, non-technical language.
• Maintain professionalism while working in clinical and residential environments.
• Build positive relationships with departments throughout the organization.

Travel

• Travel regularly to Pathways Center offices and facilities located throughout west-central Georgia.
• Provide onsite technology support during building openings/remodels, equipment installations, emergencies, and special projects.
• Participate in rotating after-hours and on-call support as assigned.

Other Duties

• Assist with special technology projects.
• Maintain current knowledge of emerging technology trends.
• Attend required training.
• Perform other duties as assigned.

Physical Requirements

• Frequently lift, carry, and move computer equipment weighing up to 50 pounds.
• Bend, stoop, kneel, climb ladders, and crawl under desks for equipment installation.
• Drive between company locations throughout west-central Georgia.
• Sit or stand for extended periods.
• Use hands and fingers to manipulate computer equipment and tools.
• Ability to respond to technology emergencies during evenings or weekends when needed.

Working Conditions

This position works in administrative offices, outpatient clinics, crisis stabilization units, residential facilities, and other healthcare settings throughout Pathways Center's service area. The position requires frequent travel and regular interaction with clinical, administrative, and executive staff. The work environment includes standard office settings as well as healthcare and residential treatment environments.

Minimum Qualifications

• Associate degree in Information Technology, Computer Science, Information Systems, or a closely related field; OR
• High school diploma or GED with at least two (2) years of progressively responsible IT support experience.
• Experience supporting Windows desktop operating systems.
• Experience troubleshooting computer hardware and software.
• Valid Georgia driver's license with an acceptable driving record.
• Ability to travel throughout Pathways Center's service area.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Three or more years of IT support experience.
• Experience with SolarWinds Help Desk.
• Experience supporting Microsoft 365 and Microsoft Azure environments.
• Experience with Windows Server environments.
• Experience with enterprise antivirus and endpoint management solutions.
• Experience supporting VoIP phone systems.
• CompTIA A+, Network+, Microsoft, or similar industry certification.
• Experience supporting healthcare or behavioral health organizations
• Knowledge of HIPAA security requirements.

Minimum Qualifications

High school diploma/GED and two (2) years of related experience.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services.

Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.