IT Specialist, Tier 2 — ESOP & Multi‑Site Impact

JusticeWorks Family of Services; Forest Hills (PA); On-site; USD 65,000 - 82,000; Full time

Benefits offered by this job

Medical, Dental, Vision and Wellness

401K with company match

ESOP Plan

Company paid life insurance

Company paid short term and long term.

Tuition Reimbursement

Holidays and PTO

Employee referral bonus

Clearance reimbursement and renewal

Job summary

JusticeWorks YouthCare is seeking an IT Specialist – Tier 2 Support at our Headquarters to provide advanced technical support and manage devices, wireless, telecom, and internet services across program sites.

You will serve as the escalation point for the IT Assistant, administer mobile device management, coordinate carrier and vendor relationships, and guide technology projects and transitions, ensuring security and efficiency across all locations.

Qualifications

• Associate’s degree in IT or a related field, or equivalent education and experience; 2–4 years in IT support, including at least 1 year in Tier 2 support or system administration.
• Hands‑on Microsoft 365 administration and mobile device management experience (Intune preferred), plus troubleshooting skills in Windows, iOS/Android, and basic networking.
• Experience managing wireless, telecom, or internet accounts and vendors, and coordinating multi‑site projects to meet deadlines.
• Calm, professional communication under pressure, active listening, and respectful collaboration with staff, vendors, and leadership.
• Valid driver’s license, auto insurance, and vehicle access for site travel; ability to pass applicable clearances and pre‑employment, post‑offer drug screening.
• Preferred: Freshservice or similar ITSM/asset management experience; PowerShell for Microsoft 365 and Exchange Online administration.
• Preferred: Human services or healthcare experience, including familiarity with HIPAA and EHR systems such as Welligent; CompTIA A+, Network+, Microsoft 365 Endpoint Administrator Associate (MD‑102), or similar certifications.

Responsibilities

• Manage laptops, smartphones, and peripherals through Microsoft Intune, including setup, security policies, app deployment, remote lock/wipe, reimaging, and repair coordination.
• Manage Verizon Wireless accounts and reconcile lines against active staff; coordinate internet installations, moves, outages, and vendor rate and contract reviews across program sites.
• Resolve escalated Freshservice tickets, support Microsoft 365 administration, and coach the IT Assistant on resolving recurring issues.
• Partner with the managed service provider and vendors to troubleshoot network, server, and equipment issues.
• Oversee equipment purchasing, hardware standards, refresh planning, and secure disposal; maintain accurate Freshservice inventory with the IT Assistant and address missing, damaged, or unreturned equipment according to company procedures.
• Coordinate technology projects and transitions across program sites, keeping program directors and regional leadership informed of timelines and progress.
• Maintain IT procedures, knowledge base articles, and staff training materials while providing professional, confidential, and responsive customer service.
• Perform other duties as assigned.

Skills

Microsoft 365 admin

MDM Intune

Windows/iOS/Android troubleshooting

Vendor coordination

Strong communication

Active listening

Team collaboration

Education

Associate’s degree in IT or related field

2–4 years IT support experience

Tools

Freshservice

PowerShell

Welligent (EHR)

Job description

JusticeWorks YouthCare is seeking an IT Specialist – Tier 2 Support at our Headquarters to provide advanced technical support and manage devices, wireless, telecom, and internet services across program sites.

You will serve as the escalation point for the IT Assistant, administer mobile device management, coordinate carrier and vendor relationships, and guide technology projects and transitions, ensuring security and efficiency across all locations.