IT Support Specialist T2

National Association of Community Health Centers (NACHC); Bethesda (MD); On-site; USD 59,000 - 75,000; Full time

Job summary

Join a forward-thinking organization dedicated to improving community health as an IT Support Specialist. In this critical role, you'll provide advanced technical support and troubleshooting for end-users, focusing on Microsoft 365 services, Windows systems, and network security. Your expertise will help ensure the availability and security of enterprise technologies while working collaboratively with a dedicated team. This is a unique opportunity to contribute to a purpose-driven mission, offering competitive compensation and growth in a supportive environment.

Benefits

Comprehensive benefits

Opportunities for growth

Competitive compensation

Qualifications

• Bachelor's degree in computer science or equivalent experience required.
• 4+ years of experience in IT support or system administration.
• Relevant IT certifications preferred.

Responsibilities

• Provide advanced technical support to end-users and resolve complex issues.
• Manage user accounts and licenses within Microsoft 365.
• Monitor and respond to endpoint security alerts.

Skills

IT systems understanding

Help Desk ticketing system

Troubleshooting LANs/WANs/VPNs

Operating systems (Windows, macOS)

Network protocols

Education

Bachelor's degree in Computer Science

4+ years of equivalent work experience

Tools

Microsoft 365

Active Directory

Microsoft Intune

Microsoft Defender

Job description

Job Title: IT Support Specialist T2

Location: Bethesda, MD
Reports To: Deputy Director, IT
FLSA Status: Exempt

About NACHC:

Founded in 1971, the National Association of Community Health Centers (NACHC) is the national membership organization for the nation's federally qualified health centers (also known as FQHCs or Community Health Centers). Health centers are nonprofit, community-directed health clinics that provide access to high-quality, culturally competent, and comprehensive care to people living in medically underserved areas. NACHC strengthens the health center movement through advocacy, training, technical assistance, and clinical and operations support. NACHC is committed to an equitable, diverse, and inclusive workplace.

Position Summary:

NACHC is seeking a knowledgeable IT Support Specialist, Tier 2, to provide advanced technical support and troubleshooting for end-users and IT systems. This role is critical in ensuring the availability and security of our enterprise technologies with a focus on Microsoft 365 services, Windows-based systems, identity management, endpoint protection, and network troubleshooting.

Key Responsibilities:

• Provide advanced technical support to end-users.

oRespond to and resolve complex technical issues escalated from Tier 1.

oProvide support for Microsoft Office 365 applications and services

oUtilize the ticketing system to document resolutions and follow through on open issues

• System administration– Microsoft 365

oWork closely with the Deputy Director to maintain hardware and software components.

oManage user accounts, licenses, and policies within Microsoft 365.

oTroubleshoot issues in Exchange Online, SharePoint, Teams, and OneDrive

oCoordinate with the Deputy Director to implement system upgrades and patches.

• Active Directory and Microsoft Entra (Azure AD)

oAssist the Deputy Director in managing user accounts, Licenses, and policies in M365.

oTroubleshoot Issues in Exchange Online, SharePoint, Teams, and OneDrive

oAssist with migrations, backups, and mailbox restores

• Assist the Deputy Director managing Endpoint Management with Microsoft Intune

oEnroll, configure, and manage devices (Windows/macOS/iOS/Android) via Intune.

oDeploy applications, updates, and compliance policies.

oTroubleshoot device enrollment and policy application issues

• Security & Threat Protection with Microsoft Defender 365.

oMonitor and respond to endpoint security alerts and incidents.

oConduct device scans, isolate threats, and provide remediation guidance

oAssist with configuring Defender security policies and threat protection

• VPN and Network Troubleshooting.

oProvide remote user support for VPN connectivity issues.

oDiagnose and resolve DNS, DHCP, and basic networking issues

oTroubleshoot wireless connectivity and performance issues

• Documentation & Knowledge Management

oCreate and maintain internal support documentation and user guides.

oDevelop and maintain Standard Operating Procedures (OPs) for IT Staff

oCreate and publish knowledge base articles for end-user support.

• Maintain and monitor IT assets.

oTrack and manage hardware and software inventory.

oConduct regular audits to ensure compliance with licensing agreements.

oAssist in asset procurement and disposal processes.

• Customer Service and Escalation Management

oCommunicate effectively with non-technical staff regarding technical issues.

oManage escalations with professionalism and urgency.

oEnsure end-user satisfaction and follow up on resolved cases.

Skills, Knowledge, and Expertise:

·A bachelor's degree in computer science, information technology, equivalent education, or 4-plus years of equivalent work experience with relevant certifications

·Understanding of IT systems, components, and infrastructures

·Experience with Help Desk ticketing system (required}

·Proficient in operating systems (Windows, macOS).

·Familiarity with network protocols and troubleshooting tools

·Troubleshooting enterprise-wide LANs, WANs, WLANs, and VPNs

·Knowledge of IT systems, infrastructure, and operations

Licenses & Certifications:

·Relevant certifications in information technology or system administration

·Microsoft Certified Solutions Associate

·Microsoft Azure Fundamentals

·Microsoft Modern Desktop Administrator Associate (Preferred)

·Microsoft Security, Compliance, and Identity Fundamentals (Preferred)

·CompTIA A+ / Network+ a plus

Technical Skills:

·Microsoft 365 Administration (Exchange Online, Teams, SharePoint)

·Windows Server and Active Directory

·Azure Active Directory (Microsoft Entra ID)

·Microsoft Intune (Endpoint Manager)

·Microsoft Defender for Endpoint

·Knowledge of remote desktop tools and ticketing systems.

Communication Skills:

·Communication and interpersonal skills to effectively interact with end-users.

·Ability to explain technical concepts to non-technical individuals

·Active listening skills to understand end-users needs and concerns

·Commitment to NACHC's mission and pillars

Physical Demands:

Work is performed in a typical office environment, including occasional local travel night and weekend work. Provide on-call or after-hours support on a rotational basis

Salary Range: $59,464-$74,330

Why Join NACHC?

At NACHC, you'll be part of a dedicated and collaborative team working to improve the health and well-being of communities nationwide. We offer competitive compensation, comprehensive benefits, and opportunities for growth in a purpose-driven organization.