I.T. Support Specialist

Pathways Center for Behavioral and Developmental Growth; Troup (TX); On-site; USD 42,000 - 64,000; Full time

Job summary

Pathways Center for Behavioral and Developmental Growth seeks an I.T. Support Specialist to deliver help desk support and desktop services across multiple sites. You will install, configure, and troubleshoot Windows devices, printers, and software, while maintaining thorough ticket documentation.

The role requires remote and onsite assistance, MFA/password management, and travel to Pathways Center offices within west-central Georgia. HIPAA-aware environment experience is a plus.

Qualifications

• Associate degree in IT/CS/IS or related field or 2+ years IT support experience.
• Experience supporting Windows desktops, hardware and software.
• Valid Georgia driver’s license and ability to travel.
• Experience with SolarWinds Help Desk is a plus.

Responsibilities

• Serve as the primary responder for IT support requests via Help Desk.
• Provide remote and onsite technical assistance to employees.
• Install, configure, and troubleshoot Windows desktops and peripherals.
• Assist with software deployments and password/MFA issues.
• Maintain documentation of support requests and changes.
• Travel to Pathways Center offices and facilities as needed.

Skills

Windows support

Hardware troubleshooting

Customer service

Password resets & MFA

Remote & onsite support

Education

Associate degree in IT/CS/IS or related

High school diploma + 2 years IT support experience

Bachelor’s degree (preferred)

Tools

SolarWinds Help Desk

Microsoft 365

Microsoft Azure

Windows Server

Office 365 apps (Teams, Outlook)

Job description

Explore a World of Opportunity with the State of Georgia! We are the force that drives Georgia! Georgia State Government is a large enterprise, composed of various agencies and entities with a common goal to improve the lives of Georgia's more than 10 million citizens! Join Team Georgia and impact lives everyday while receiving a robust benefits package designed for every stage of your career!

Job Title: I.T. Support Specialist

Agency: Pathways Center

Shift: Day (United States of America)

Job Description:

Responsibilities

Help Desk Support

• Serve as the primary responder for IT support requests submitted through the SolarWinds Help Desk system.
• Monitor, prioritize, assign, document, and resolve incoming help desk tickets according to established service standards.
• Provide remote and onsite technical assistance to employees.
• Escalate complex technical issues to the IT Systems Administrator or IT Director as appropriate.
• Maintain complete documentation of support requests, resolutions, and system changes.

Desktop & End-User Support

• Install, configure, deploy, and troubleshoot Windows desktop and laptop computers.
• Configure and maintain printers, scanners, monitors, docking stations, mobile devices, and other peripherals.
• Install, configure, and update approved software applications.
• Assist employees with Microsoft Office 365 applications, Microsoft Teams, Outlook, Adobe Acrobat, and other business software.
• Troubleshoot connectivity issues involving wired and wireless networks.
• Assist users with password resets and multi-factor authentication.

Hardware & Equipment Management

• Prepare new computers for employee onboarding.
• Replace and upgrade computer hardware components.
• Assist with equipment relocation during office moves and renovations.
• Maintain inventory of computers, monitors, mobile devices, printers, and technology assets.
• Track warranty information and equipment life cycles.
• Coordinate equipment disposal according to company policies.

Systems Support

• Assist the IT Systems Administrator with routine maintenance activities.
• Perform workstation imaging and software deployments.
• Assist with operating system updates and security patch installations.
• Support backup verification procedures.
• Assist with user account creation and access requests.
• Support implementation of new technology initiatives.

Security & Compliance

• Follow organizational cybersecurity policies and procedures.
• Install and maintain endpoint protection software.
• Assist with cybersecurity awareness initiatives.
• Report suspected cybersecurity incidents immediately.
• Maintain confidentiality of sensitive information, including HIPAA-protected information.
• Support compliance with HIPAA, HITECH, organizational security policies, and applicable federal and state regulations.

Customer Service

• Provide outstanding customer service to employees at all organizational levels.
• Explain technical concepts in clear, non-technical language.
• Maintain professionalism while working in clinical and residential environments.
• Build positive relationships with departments throughout the organization.

Travel

• Travel regularly to Pathways Center offices and facilities located throughout west-central Georgia.
• Provide onsite technology support during building openings/remodels, equipment installations, emergencies, and special projects.
• Participate in rotating after-hours and on-call support as assigned.

Other Duties

• Assist with special technology projects.
• Maintain current knowledge of emerging technology trends.
• Attend required training.
• Perform other duties as assigned.

Physical Requirements

Frequently lift, carry, and move computer equipment weighing up to 50 pounds. Bend, stoop, kneel, climb ladders, and crawl under desks for equipment installation. Drive between company locations throughout west-central Georgia. Sit or stand for extended periods. Use hands and fingers to manipulate computer equipment and tools. Ability to respond to technology emergencies during evenings or weekends when needed.

Working Conditions

This position works in administrative offices, outpatient clinics, crisis stabilization units, residential facilities, and other healthcare settings throughout Pathways Center's service area. The position requires frequent travel and regular interaction with clinical, administrative, and executive staff. The work environment includes standard office settings as well as healthcare and residential treatment environments.

Minimum Qualifications

• Associate degree in Information Technology, Computer Science, Information Systems, or a closely related field; OR High school diploma or GED with at least two (2) years of progressively responsible IT support experience.
• Experience supporting Windows desktop operating systems.
• Experience troubleshooting computer hardware and software.
• Valid Georgia driver's license with an acceptable driving record.
• Ability to travel throughout Pathways Center's service area.

Preferred Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field.
• Three or more years of IT support experience.
• Experience with SolarWinds Help Desk.
• Experience supporting Microsoft 365 and Microsoft Azure environments.
• Experience with Windows Server environments.
• Experience with enterprise antivirus and endpoint management solutions.
• Experience supporting VoIP phone systems.
• CompTIA A+, Network+, Microsoft, or similar industry certification.
• Experience supporting healthcare or behavioral health organizations.
• Knowledge of HIPAA security requirements.
• Minimum Qualifications: High school diploma/GED and two (2) years of related experience.

Equal Employment Opportunity Employer

The State of Georgia does not discriminate based on race, color, national origin, sex, religion, age, disability, or other protected categories in employment or the provision of services. Qualified applicants may request reasonable accommodation when needed during the application and/or screening process by contacting the appropriate agency Human Resources department.

Georgia State Government is a large enterprise, composed of various entities with a common goal to improve the lives of Georgia's 10 million citizens. With nearly 62,000 employees, we are one of the single largest employer in the state. Public service opportunities stretch across the state as employees live and work in all 159 counties. From traditional fields such as accounting, nursing, and engineering to unique fields like forestry and natural resources management, Georgia state government provides a world of opportunity.