IT Support Specialist (Tier 1/2)

Boys & Girls Village, Inc.; Milford (CT); Hybrid; USD 28,000 - 32,000; Part time

Benefits offered by this job

Health Insurance

401K plan with employer contributions

Tuition reimbursement program

Licensing supervision assistance

Tuition discounts via CT Non-Profit联盟

Training and development opportunities

PSLF Employer

Job summary

Boys & Girls Village, Inc. is seeking a Part-time IT Support specialist to deliver Tier 1/2 assistance for staff across Windows, ChromeOS, and network-related issues.

The role involves deploying, configuring, and maintaining devices, assisting with Printix, and documenting solutions to help users become more self-reliant. The position emphasizes strong communication, collaborative problem-solving, and adherence to HIPAA-like privacy practices while supporting education technology in a multi-site

Qualifications

• Supports Windows, ChromeOS, mobile devices, printers, and software issues.
• Experience with Microsoft 365 administration is preferred.
• Ability to provision and manage devices in multiple environments.

Responsibilities

• Provide Tier 1/2 onsite and remote support to staff.
• Configure and repair laptops, desktops, Chromebooks, printers, and mobile devices.
• Troubleshoot network issues and assist with VPN/DNS problems.

Skills

Customer service

Communication

Problem solving

Team collaboration

Technical troubleshooting

Adaptability

Education

Associate’s or Bachelor’s degree in IT/CS or related field

Tools

Microsoft Entra ID

Microsoft Intune

Windows Autopilot

Google Workspace for Education

Printix

Job description

(1) Part-time 20hrs per week: $27.63 per hour

POSITION SUMMARY:

• Provides responsive, professional Tier 1 and Tier 2 onsite and remote support to staff, diagnosing and resolving Windows, ChromeOS, mobile device, software, printing, basic network, and application issues; communicates clearly with users of varying technical abilities.
• Configures, deploys, maintains, troubleshoots, and repairs laptops, desktops, Chromebooks, printers, peripherals, and mobile devices; maintains accurate asset inventory and supports device lifecycle management.
• Troubleshoots basic Wi‑Fi, VPN, DNS, and network connectivity problems, and coordinates more complex network issues with designated support partners.
• Supports printer deployment, print queues, and organizational print management solutions, including Printix.
• Provides basic user guidance and training and helps staff adopt supported technologies and safe computing practices.
• Owns assigned support requests through resolution or escalation; maintains accurate, timely ticket records, communicates status to users, and contributes to knowledge-base and self‑service documentation.
• Troubleshoots and resolves technical issues within established procedures and authority; escalates complex issues to IT leadership or support partners with clear documentation and follow‑through.
• Follows organizational information security and privacy requirements, including HIPAA‑related practices; assists with endpoint security, multifactor authentication, and access issues; promptly reports or escalates suspected security incidents.
• Reviews ticket trends, device health, inventory records, and operational reports to identify recurring problems, improve documentation, and recommend practical service improvements.
• Assists with routine account and access administration, including user provisioning, password or MFA support, and approved access changes in Microsoft 365, Microsoft Entra ID, and Google Workspace for Education.
• Supports Windows endpoint enrollment, provisioning, application deployment, and troubleshooting using Microsoft Intune and Windows Autopilot; assists with routine endpoint compliance and configuration issues.
• Supports managed Chromebooks, Google Workspace for Education, and classroom technology, including device provisioning, organizational unit placement, application access, content filtering, interactive displays, audiovisual equipment, and other instructional technology.
• Assists IT leadership with operational reports, technical reviews, audit support, approved projects, and improvements to IT processes, including optional scripting, automation, and reporting initiatives.
• High attention to detail and strong organizational skills.
• Ability to work collaboratively with internal staff, department leadership, and external vendor/MSP stakeholders.
• Strong analytical and critical thinking skills, with the ability to systematically troubleshoot unfamiliar technical problems, research potential solutions, and exercise sound judgment in resolving or escalating issues.
• Familiarity with device troubleshooting, basic networking, and end‑user support in a multi‑site environment.
• Ability to quickly learn new software programs, technical skills, and emerging technologies.
• Experience in change management or the ability to pivot as situations, priorities, or available technical information change.
• Associate’s or bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical hands‑on work experience.
• Working knowledge of Windows and Microsoft 365 administration, including Microsoft Entra ID and Microsoft Intune, or demonstrated ability to develop proficiency in these platforms.
• Ability to support Google Workspace and managed Chromebooks, or to quickly learn these technologies.
• Strong oral and written communication and customer service skills

PURPOSE/FUNCTION OF THE PROGRAM:

The Information Technology (IT) function at BGV serves as the critical backbone of all organizational operations, ensuring that staff have timely and appropriate access to essential systems, data, and network resources. At BGV where reliability and security are paramount, the IT function plays a foundational role in enabling efficient workflows, protecting sensitive information, and maintaining operational continuity. As BGV brings Tier 1 and Tier 2 level support in‑house from our Managed Services Provider (MSP), the internal IT team actively manages, issues, and repairs hardware, resolves daily technology issues, and delivers direct onsite and remote user support. This direct model ensures rapid response times and hands‑on service while maintaining strong, strategic alignment with external IT support vendors and escalation partners

COME JOIN OUR TEAM!

FOR YOUR HEALTH & WELLBEING

• Comprehensive medical, dental, and vision benefits, including an option that is free to employees. Currently using United HealthCare
• Health Care and Dependent Care Flexible Spending Account
• Free annual flu shots
• Wellness workshops

FOR YOUR FUTURE

• a 401K plan with employer contributions
• Company paid life and AD&D insurance, short and long-term disability.

FOR CAREER DEVELOPMENT

• A tuition reimbursement program and free licensing supervision.
• Partnership with CT Non‑Profit Alliance for 10%-20% tuition discounts at participating universities
• Training and development opportunities (Including CEU’s)
• Qualified Public Student Loan Forgiveness (PSLF) Employer

FOR WORK-LIFE BALANCE

• Competitive salaries, with increased compensation for Bi‑lingual candidates for qualified positions.
• Generous benefit time, including vacation, sick, and personal time
• Employee Assistance Program (EAP)- Free and confidential counseling for employee and family