Information Technology Support Professional

Community Health Resources (CHR) is seeking an Information Technology Support Professional to serve as a go-to support contact for end users in Windsor, CT. In this onsite role, you will deliver first- and second-level technical assistance, support Microsoft 365 and business applications, and help keep desktop computing and related equipment running reliably.

Role summary

You will support the organization’s desktop computing environment by installing, diagnosing, repairing, maintaining, upgrading, and troubleshooting PC hardware, along with network and voice equipment. You will also troubleshoot issues in person, by phone, or via email, and manage request handling through a ticketing/help desk system while following CHR cybersecurity and IT security policies.

Responsibilities

• Act as a primary point of contact for end users to receive high-level support and maintenance for the desktop computing environment.
• Provide first- and second-level technical support to employees through phone, email, chat, and in-person assistance.
• Diagnose, troubleshoot, and help resolve hardware, software, operating system, and connectivity issues.
• Install, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other IT equipment.
• Create and manage user accounts, including passwords, permissions, and application/system access.
• Support Microsoft Windows, Microsoft 365, collaboration tools, and other business applications.
• Assist with network connectivity issues, including Wi-Fi, VPN, printers, and related infrastructure problems.
• Manage and document support requests in a ticketing/help desk system.
• Escalate complex issues to appropriate IT personnel or vendors when needed.
• Maintain accurate documentation for IT procedures, configurations, inventory, and troubleshooting solutions.
• Assist with software deployments, system upgrades, hardware refreshes, and other IT projects.
• Monitor and follow established cybersecurity, data protection, access control, and IT security policies.
• Provide user training and guidance related to technology, applications, cybersecurity awareness, and best practices.
• Support IT asset management, including inventory, deployment, maintenance, and retirement of equipment.
• Participate in backup, disaster recovery, and business continuity activities as assigned.
• Stay current on emerging technologies and recommend improvements that support productivity, reliability, and security.
• Maintain essential IT operations across operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware.
• Handle business-critical IT tasks and system improvements, including research and evaluation of emerging technologies, hardware, and software.
• Perform other IT-related duties as assigned.

Requirements

• Certificate or Associate’s Degree in Computer Science (Bachelor’s or equivalent in Computer Science or related fields preferred), or equivalent combination of education and experience.
• 2+ years of experience providing technical support in a professional environment.
• Strong knowledge of Windows operating systems, Microsoft 365, common business applications, and computer hardware.
• Working knowledge of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience using help desk/ticketing systems and remote support tools.
• Troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills, with strong customer service skills and the ability to work effectively with users of varying technical abilities.
• Ability to prioritize multiple requests and manage time effectively.
• Experience with Active Directory or Microsoft Entra ID.
• Experience supporting Microsoft 365 administration.
• Familiarity with endpoint management and mobile device management tools.
• Knowledge of cybersecurity principles and IT security best practices.
• Experience with IT asset management and software deployment.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, ITIL, or similar credentials.
• A+ certification, MCP or IT Support Certification a plus.

Technologies you will work with

• Microsoft 365
• Microsoft Windows
• TCP/IP, DNS, DHCP
• Wi-Fi, VPN
• Active Directory, Microsoft Entra ID
• Endpoint management, mobile device management
• MCP, CompTIA A+, Network+, ITIL

Compensation

• USD 23.9216/hour minimum and up, dependent upon experience.
• Actual rates are determined at the time of offer based on relevant experience and adherence to internal equity policy; some positions may include program/location differentials and/or sign-on incentives. For part-time roles, the range may be prorated based on hours worked.

Benefits

• Generous paid time off, including your birthday.
• 403b Retirement Plan contributions.
• Competitive insurance premiums.
• Discounts on pet, auto, and home insurances.
• Education and licensure reimbursement.
• NHSC loan repayment program offered at select sites.
• Tuition Reimbursement/Professional Development program.
• Internal career fairs with a recruiter to discuss career goals.
• Plenty of growth opportunities.
• Free trainings, clinical supervision, and mentoring available at many programs.
• Annual wellness stipend.
• 3 free confidential counseling sessions available 24/7 through an employee assistance program, for employees and household dependents.
• FREE premium subscription to the Calm app for you and up to 5 family members.
• Virtual bring your pet to work lunches, free weekly yoga, employee appreciation events, and more.
• Employee-lead resource groups, leadership luncheons with the CEO, and participation in agency committees.
• Weekly video messages directly from the CEO and monthly newsletters.
• Many listed benefits are available to all staff regardless of hours worked; eligibility may apply for some benefits.