{"id":2936431,"url":"https://alion.io/job/east-bay-community-action-program-it-support-specialist","title":"IT Support Specialist","company":{"id":673118,"name":"East Bay Community Action Program","domain":"ebcap.org","url":"https://alion.io/company/ebcap","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":7,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":18,"computed_at":"2026-10-22T06:10:10Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Providence, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":42000,"max":60000,"currency":"USD","period":"year","gross":null,"usd_annual":60000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-19T16:11:41Z","employer_posted_date":"2026-10-20","last_verified_at":"2026-10-22T20:34:04Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Make Technology Work for a Mission That Matters\nAre 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.\nIn 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.\nThe 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.\nSuccess in this role requires a strong technical foundation, a customer-focused mindset, attention to detail, and a commitment to following structured service management processes.\nThis position is located on-site and serves our locations across the East Bay of Rhode Island, from East Providence to Newport.\nKey Responsibilities\nService Desk Support\nAct as the primary contact for technology support requests received through phone, email, and ticketing systems.\nAssess, prioritize, and route support tickets according to established service procedures.\nDiagnose and resolve Level 1 and Level 2 technical issues involving: Desktop and laptop computers\nMobile devices and peripherals\nMicrosoft 365 applications and user accounts\nNetwork access and connectivity\nBusiness-critical applications, including healthcare, HR, and financial systems\n\nEscalate complex issues to specialized infrastructure teams with clear documentation and troubleshooting history.\nEnd-User Support\nDeliver both in-person and remote technical assistance across multiple EBCAP locations.\nSupport employee onboarding and offboarding activities, including account setup and access management.\nAssist staff with passwords, application access, and day-to-day technology needs.\nBuild positive relationships through responsive, professional customer service.\nDocumentation & Knowledge Management\nMaintain accurate and detailed records of support activities and resolutions.\nDocument troubleshooting processes and solutions within the service management system.\nContribute to internal knowledge base content and standard operating procedures.\nIdentify recurring issues and help support root-cause analysis initiatives. \n Continuous Improvement\nFollow established IT service management processes for incident handling, request fulfillment, and escalation.\nApply structured troubleshooting techniques and industry best practices.\nParticipate in initiatives designed to improve service quality, efficiency, and user satisfaction.\nSkills, Knowledge and Expertise\nWe're looking for someone who brings:\nStrong technical troubleshooting and problem-solving abilities\nExceptional customer service and communication skills\nAbility to manage multiple priorities in a fast-paced environment\nStrong organizational and documentation practices\nAttention to detail and process compliance\nCritical thinking and analytical reasoning skills\nA collaborative mindset and willingness to continuously learn and improve \nRequired Qualifications\nAssociate's or Bachelor's degree in Information Technology or a related field, or equivalent professional experience\nMinimum of 2 years of experience in IT support, help desk, or service desk environments\nExperience supporting Microsoft 365 and Windows-based technologies\nFamiliarity with ticketing systems and IT service management processes\nExcellent verbal and written communication skills\nReliable transportation to travel between EBCAP locations as needed \nPreferred Qualifications\nExperience working within healthcare, nonprofit, or human services organizations\nFamiliarity with Electronic Health Record (EHR) systems such as NextGen or similar platforms\nExposure to ITIL principles and service management frameworks \n\nBenefits\nFor Full-Time Employees Working 30-40 hours per week, EBCAP offers:\nSubsidized, comprehensive medical (BCBSRI) and dental (Delta Dental) insurance plans \nSupplemental vision insurance (Delta Dental)\nVoluntary medical and dependent care flexible spending accounts\nUp to 3% matching 403(b) retirement plan\nEmployer-paid life insurance \nGenerous paid time off including vacation, holidays, personal days, and sick time\nMileage reimbursement\nTuition reimbursement\nEmployer-paid professional development \nEmployee assistance 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