IT Support Specialist

In this hybrid IT Support role, you will serve as the first point of contact for Tennessee Hospital Association staff who need technical assistance. You will handle troubleshooting, support internal technology use, and maintain staff-assigned hardware while helping enable secure, reliable day-to-day operations.

Role Overview

You will provide helpdesk support to THA staff by troubleshooting issues, researching answers, and maintaining hardware assigned to staff members. The role also includes supporting select software and online services, with technical support for both in-person and online meetings as needed.

Key Responsibilities

• Act as the first point of contact for technical support and assistance, including troubleshooting, researching, answering questions, and maintaining staff-assigned hardware.
• Support staff in using select software and online services.
• Provide technical support for in-person and online meetings as needed.
• Adapt to a changing work environment and address daily challenges as they arise.
• Prioritize helpdesk support for all staff and escalate technical issues to other IT staff when appropriate.
• Provide Audio/Visual (AV) support for onsite events and programs, and for conferences both on THA premises and off-site for local events.
• Assist with creating and administering online meetings (Teams, Zoom, and similar platforms).
• Assist staff with Microsoft Office desktop and online applications.
• Support cloud technologies, including Office 365, Microsoft OneDrive, Microsoft Teams, and Microsoft SharePoint.
• Provide identity and access management through Active Directory and the Office 365 administrator portal.
• Assist the Systems Administrator with basic network support.
• Support hardware provisioning, configuration, and setup for devices such as laptops and workstations.
• Create, edit, and maintain technical documentation for staff solutions and IT systems.
• Maintain required on-site availability during regular office hours unless the hybrid work arrangement applies.
• Be available for local travel approximately 4% of the time; be able to drive an automobile and maintain a valid driver’s license.
• Provide basic maintenance and support for network printers and copiers.
• Support security-related activities, including performing and documenting security tests.
• In very rare circumstances, be available to work extended hours or weekends for system upgrades, maintenance, critical patches, and urgent troubleshooting.

Required Education and Experience

• Associate or bachelor’s degree with a focus in Computer Information Systems or related area.
• At least 1 year of experience in a similar position.

Preferred Qualifications

• CompTIA A+ (preferred but not required).
• CompTIA Network+ (preferred but not required).

Skills and Competencies

• Strong analytical and problem-solving skills with attention to detail.
• Effective research skills to identify and apply relevant information for technical issues.
• Ability to prioritize multiple projects and issues based on business needs.
• Detailed, effective approach to taking notes and documenting issues.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to diverse audiences.
• Strong customer service skills.
• Working knowledge of network architecture and software troubleshooting.
• Strong understanding of Microsoft Windows operating systems.
• Working knowledge of basic Active Directory and Office 365 user administration.
• Working knowledge of cloud technologies and remote environments such as Office 365, Azure Active Directory, SSLVPN, and Microsoft Exchange Online.
• Proficiency in scripting and web languages such as PowerShell, HTML, and JavaScript desired but not required.

Technology and Tools

• Teams, Zoom
• Microsoft Office
• Office 365, Microsoft OneDrive, Microsoft Teams, Microsoft SharePoint
• Active Directory, Office 365 administrator portal
• Microsoft Windows
• Azure Active Directory
• SSLVPN, Microsoft Exchange Online
• PowerShell, HTML, JavaScript

Work Environment and Support Metrics

• Location: Brentwood, TN (hybrid)
• Approximate users supported: 65
• Approximate workstations supported: 85
• Approximate staff requests completed each year: 500

Guidance and Compliance

• Health Insurance Portability and Accountability Act (HIPAA)
• THA Information Security Policies and Procedures