IT Support Specialist

On-site IT Support for multiple EBCAP locations across the East Bay of Rhode Island, from East Providence to Newport. In this hands-on role, you will help keep daily technology running for clinical, administrative, and community-based teams by troubleshooting Level 1 and Level 2 issues, managing support requests, and documenting solutions in a service management system.

You’ll also benefit from a comprehensive package designed to support your health, growth, and work-life balance, including subsidized medical and dental coverage, generous paid time off, mileage reimbursement, and employer-paid professional development.

Responsibilities

• Serve as the primary contact for technology support requests received via phone, email, and ticketing systems.
• Assess, prioritize, and route tickets using established IT service procedures.
• Diagnose and resolve Level 1 and Level 2 issues for desktop and laptop computers.
• Support Level 1 and Level 2 troubleshooting for mobile devices and peripherals.
• Resolve Level 1 and Level 2 issues related to Microsoft 365 applications and user accounts.
• Troubleshoot network access and connectivity at Level 1 and Level 2.
• Support Level 1 and Level 2 issues for business-critical applications, including healthcare, HR, and financial systems.
• Escalate more complex problems to specialized infrastructure teams with clear documentation and a record of troubleshooting history.
• Provide in-person and remote technical assistance across multiple EBCAP locations.
• Assist with employee onboarding and offboarding, including account setup and access management.
• Help staff with passwords, application access, and day-to-day technology needs.
• Maintain accurate, detailed records of support activities and outcomes.
• Document troubleshooting processes and solutions within the service management system, and contribute to the knowledge base and standard operating procedures.
• Identify recurring issues and support root-cause analysis initiatives.
• Follow established IT service management processes for incidents, requests, and escalations, applying structured troubleshooting techniques and best practices.
• Participate in initiatives to improve service quality, efficiency, and user satisfaction.

Requirements

• Associate’s or Bachelor’s degree in Information Technology or a related field, or equivalent professional experience.
• Minimum 2 years of experience in IT support, help desk, or service desk environments.
• Experience supporting Microsoft 365 and Windows-based technologies.
• Familiarity with ticketing systems and IT service management processes.
• Excellent verbal and written communication skills.
• Reliable transportation to travel between EBCAP locations as needed.
• Experience working within healthcare, nonprofit, or human services organizations.
• Familiarity with Electronic Health Record (EHR) systems such as NextGen or similar platforms.
• Exposure to ITIL principles and service management frameworks.

Benefits

• Subsidized, comprehensive medical (BCBSRI) and dental (Delta Dental) insurance plans
• Supplemental vision insurance (Delta Dental)
• Voluntary medical and dependent care flexible spending accounts
• Up to 3% matching 403(b) retirement plan
• Employer-paid life insurance
• Generous paid time off including vacation, holidays, personal days, and sick time
• Mileage reimbursement
• Tuition reimbursement
• Employer-paid professional development
• Employee assistance program

Technologies

• Microsoft 365
• Windows
• NextGen
• ITIL

Location: East Providence, RI (onsite)
Pay: USD 42 - 60 per hour