Support Jobs in East Providence, RI

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IT Support Specialist

East Bay Community Action Program East Providence, RI

East Providence, RI

Today

$42 - $60/hr Full time Application Support End User Support Hardware Support

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Job Description

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

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