IT Support & Operations Coordinator

The IT Support & Operations Coordinator serves as Harc’s primary on-site technology contact and coordinates end-user support, resolution, and access across systems and facilities.

Responsibilities

• Provide day-to-day end-user IT support.
• Coordinate reported technology issues through resolution.
• Manage technology assets and support accurate lifecycle handling.
• Support employee onboarding and offboarding with required technology setup changes.
• Coordinate approved system access and building access.
• Assist with technology projects, including related work for cybersecurity, documentation, and operational improvements.
• Implement, document, verify, change, and terminate approved technology and electronic access.
• Maintain up-to-date records for technology, assets, licensing, and access.

Requirements

• Two (2) or more years of experience providing desktop, help-desk, end-user, or information technology support.
• Working knowledge of Microsoft Suite, SharePoint, Windows environments, Microsoft 365, computers, mobile devices, printers, peripherals, and basic networking concepts.
• Experience using an IT ticketing or service-management system.
• Ability to troubleshoot routine technology issues and escalate more complex matters appropriately.
• Strong communication, customer-service, organizational, problem-solving, and follow-through skills.
• Ability to manage multiple requests and priorities in a fast-moving environment.
• Ability to maintain accurate records, handle confidential and security-sensitive information, and work effectively with employees, leadership, Human Resources, vendors, and an external managed IT provider.

Essential Functions

• End-User IT Support
• Technology Asset Management
• Accounts, Systems & Physical Access
• Employee Technology Lifecycle
• Technology Operations & Improvement

Technologies

• Microsoft Suite
• SharePoint
• Windows environments
• Microsoft 365
• Mobile devices
• Printers
• IT ticketing or service-management system

Preferred

• Associate’s or bachelor’s degree in Information Technology, Computer Science, Information Systems, Cybersecurity, or a related field.
• Experience with technology asset management, Microsoft 365 administration, SharePoint permissions, and user-access coordination.
• Experience supporting employee onboarding/offboarding, mobile devices, telecommunications, identification badges, or electronic building-access systems.
• Familiarity with cybersecurity best practices and incident escalation; experience working with a managed IT service provider or in a nonprofit, human services, healthcare, or mission-driven environment is a plus.

Work Environment and Physical Requirements

• Ability to sit, stand, walk, bend, reach, kneel, or perform other physical activities as required.
• Ability to use standard office equipment and technology.
• Ability to move throughout Harc facilities to provide on-site technology support.
• Ability to occasionally lift, carry, move, install, or reposition computers, monitors, printers, and related equipment weighing up to approximately 30 pounds.
• Ability to occasionally travel to Harc program or service locations as required.

Background Requirements

• Employment depends on successfully passing all required background checks and clearances according to state regulations.

Key Competencies

• Customer Service: responsive, respectful, service-oriented support.
• Communication and Collaboration: clearly communicates technical information and works with Harc leadership, Human Resources, Protected Harbor, and outside vendors.
• Problem Solving and Initiative: identifies issues, finds practical solutions, and escalates appropriately.
• Accountability and Follow-Through: takes ownership and sees matters through completion.
• Record-Keeping and Organization: maintains accurate and current technology, asset, licensing, and access records.
• Attention to Detail and Accuracy: careful and precise with equipment, accounts, access, and documentation.
• Interpersonal Skills: patience, empathy, professionalism, and respect with employees at varying technical levels.
• Integrity and Confidentiality: discretion with employee information, technology systems, credentials, and organizational data.
• Systems and Process Improvement: recommends improvements that increase efficiency, reliability, security, and accountability.

Benefits

• Generous paid time off plus 11 paid holidays.
• Affordable medical, dental, and vision benefits: Harc, Inc. covers up to 96% of a single person’s health insurance premium.
• 401(k) retirement plan with employer contribution.
• Employer-paid life insurance options.
• Professional development opportunities, including tuition reimbursement.
• Staff recognition and appreciation programs.
• Eligibility for Public Service Loan Forgiveness (PSLF).

Authorization Statement

Authorization for system, SharePoint, application, and building access remains with Human Resources and/or the appropriate Harc department leader.