IT Support Specialist

Make Technology Work for a Mission That Matters

Are you passionate about solving technology challenges and helping people do their best work? Join East Bay Community Action Program (EBCAP) as an IT Support Specialist and become an essential part of a team that keeps critical public health and human services programs running smoothly.

In this role, you'll provide hands-on support to employees across a variety of locations, troubleshoot technical issues, and ensure that technology remains reliable, secure, and accessible. If you enjoy problem-solving, delivering excellent customer service, and working in a collaborative environment, we'd love to hear from you.

The IT Support Specialist serves as the frontline resource for technology support throughout EBCAP's clinical, administrative, and community-based operations. This position is responsible for managing support requests, resolving technical issues, documenting solutions, and helping maintain a highly effective IT service environment.

Success in this role requires a strong technical foundation, a customer-focused mindset, attention to detail, and a commitment to following structured service management processes.

This position is located on-site and serves our locations across the East Bay of Rhode Island, from East Providence to Newport.

Key Responsibilities

Service Desk Support

• Act as the primary contact for technology support requests received through phone, email, and ticketing systems.
• Assess, prioritize, and route support tickets according to established service procedures.
• Diagnose and resolve Level 1 and Level 2 technical issues involving:
  • Desktop and laptop computers
  • Mobile devices and peripherals
  • Microsoft 365 applications and user accounts
  • Network access and connectivity
  • Business-critical applications, including healthcare, HR, and financial systems
• Escalate complex issues to specialized infrastructure teams with clear documentation and troubleshooting history.

End-User Support

• Deliver both in-person and remote technical assistance across multiple EBCAP locations.
• Support employee onboarding and offboarding activities, including account setup and access management.
• Assist staff with passwords, application access, and day-to-day technology needs.
• Build positive relationships through responsive, professional customer service.

Documentation & Knowledge Management

• Maintain accurate and detailed records of support activities and resolutions.
• Document troubleshooting processes and solutions within the service management system.
• Contribute to internal knowledge base content and standard operating procedures.
• Identify recurring issues and help support root-cause analysis initiatives.

Continuous Improvement

• Follow established IT service management processes for incident handling, request fulfillment, and escalation.
• Apply structured troubleshooting techniques and industry best practices.
• Participate in initiatives designed to improve service quality, efficiency, and user satisfaction.

Skills, Knowledge and Expertise

We're looking for someone who brings:

• Strong technical troubleshooting and problem-solving abilities
• Exceptional customer service and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and documentation practices
• Attention to detail and process compliance
• Critical thinking and analytical reasoning skills
• A collaborative mindset and willingness to continuously learn and improve

Required Qualifications

• Associate's or Bachelor's degree in Information Technology or a related field, or equivalent professional experience
• Minimum of 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

Preferred Qualifications

• 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

For Full-Time Employees Working 30-40 hours per week, EBCAP offers:

• 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