IT Support Specialist

Passavant Memorial Homes Family of Services; Pennsylvania; On-site; USD 45,000 - 55,000; Full time

Job summary

A leading organization focused on empowering individuals with disabilities is seeking an IT Support Specialist. This full-time role involves providing tiered technical support across multiple sites, including desktop troubleshooting, field support, and fostering a customer-centric approach. You'll work closely with a team dedicated to improving lives through technology and earn competitive wages while contributing to a meaningful mission.

Benefits

Competitive Wages

Comprehensive Health, Dental, and Vision Insurance Coverage

Generous PTO package

401K Retirement Plan

Dynamic and Supportive Work Environment

Career Development and Advancement Opportunities

Qualifications

• Minimum 3 years of experience in an IT Help Desk or Support Specialist role.
• Experience in nonprofit, multi-site environments is highly desirable.
• Valid driver's license and ability to travel across Pennsylvania.

Responsibilities

• Provide Tier 1 and Tier 2 level technical support for approximately 1,300 employees.
• Configure and deploy new computers using imaging tools.
• Handle incoming support requests via phone, email, and ticketing system.

Skills

Windows 10/11

Desktop/Laptop Hardware

Printers

Networking Concepts

VoIP Phones

Customer Service

Tools

TeamViewer

ConnectWise

AnyDesk

ITSM/Ticketing Software

Job description

Passavant Memorial Homes is one of the foremost, consumer-focused providers of support to individuals with intellectual disabilities, autism, mental health, and behavioral health needs. The mission of Passavant Memorial Homes is to empower individuals to live successfully in the community. Our team of professionals have been dedicated to promoting choice and independence for individuals with intellectual disabilities for more than 120 years. Throughout our history, we have continuously focused on ensuring the highest quality support and providing a variety of opportunities for our employees to develop and advance.

This is a full-time position under the direct supervision of the Director of IT. Responsibilities of the IT Support Specialist include providing Tier 1 and Tier 2 level technical support for approximately 1,300 employees across 130+ sites in Pennsylvania. The ideal candidate will have at least 3 years of experience in IT support, preferably in a nonprofit or similarly scaled organization, and a solid foundation in troubleshooting desktop, networking, and peripheral hardware/software issues

Apply today and find your career and passion at Passavant Memorial Homes!

DUTIES AND RESPONSIBILITIES OF IT SUPPORT SPECIALIST:

Desktop Support & Imaging (Tier 1 & 2):

• Perform Windows 10 to Windows 11 upgrades on user devices.
• Configure and deploy new computers using imaging tools (e.g., PDQ Deploy, or similar).
• Support end users with day-to-day technical issues
• Support of password resets and account lockouts.
• Support printing problems (unable to print, printer errors).
• Support Internet/browser access issues.
• Support office phones are not working or connectivity issues.
• Use remote access tools to diagnose and resolve issues when possible.

Field Support (On-Site Travel):

• Travel to various locations (approx. 2 days per week) to support IT infrastructure needs.
• Troubleshoot and resolve:
• Workstation and hardware problems.
• Network connectivity and switch issues.
• Cabling and physical network concerns.
• Local router/modem (e.g., Comcast) or copier/scanner-related issues.
• Provide hands-on support for urgent incidents at any of the 130+ offices.

Communication & Customer Service:

• Handle incoming support requests via phone, email, and ticketing system (phone support ~30% of time).
• Log, track, and document help desk interactions using ITSM/ticketing software.
• Maintain a professional and courteous demeanor when assisting non-technical staff.

REQUIRED SKILLS AND KNOWLEDGE OF IT SUPPORT SPECIALIST:

• Minimum 3 years of experience in an IT Help Desk or Support Specialist role.
• Experience working in nonprofit, multi-site, or similarly scaled environments is highly desirable.
• Strong knowledge of Windows 10/11, desktop/laptop hardware, printers, and common office applications.
• Familiarity with remote desktop and support tools (e.g., TeamViewer, ConnectWise, AnyDesk, etc.).
• Working knowledge of basic networking concepts (TCP/IP, DHCP, DNS), switches, routers, and Wi-Fi.
• Experience with copiers/scanners, VoIP phones, and peripheral troubleshooting.
• Valid driver’s license and ability to travel to remote offices across Pennsylvania.

PASSAVANT MEMORIAL HOMES OFFERS A VARIETY OF BENEFITS INCLUDING:

• Competitive Wages: $45,000- $55,000
• Comprehensive Health, Dental, and Vision Insurance Coverage
• Generous PTO package
• 401K Retirement Plan
• Dynamic and Supportive Work Environment
• Career Development and Advancement Opportunities

Passavant Memorial Homes is an Equal Opportunity Employer.

INDMA

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