Information Technology Associate

Center for Health Care Strategies•Hamilton Township, NJ

18h•Hybrid

About The Position

The Information Technology Associate provides tier-1 technical support and technology services that enable staff to effectively advance the Center for Health Care Strategies’ (CHCS) mission. This role serves as a primary resource for resolving technology issues, managing IT assets, supporting Microsoft 365 and business applications, maintaining documentation, and assisting with technology initiatives across the organization. This position is ideal for an early-career IT professional who enjoys problem solving, helping others, learning new technologies, and contributing to a mission-driven collaborative organization. For the initial month of employment, the incumbent will be required to report to the office on a daily-basis, Monday through Friday, for training purposes. Thereafter, the incumbent will be required to be onsite three days/week, with the ability to work remotely the other two days.

Requirements

Associate’s degree in Information Technology, Computer Science, or related field, or equivalent combination of education and experience.
One to three years of experience providing technical support in a professional environment is preferred.
Experience supporting Microsoft Windows and Microsoft 365 environments.
Familiarity with SharePoint, Salesforce, and cloud-based collaboration tools preferred.
Strong troubleshooting, analytical, and problem-solving skills with ability to research issues, identify root causes, and recommend solutions.
Excellent communications skills: ability to write effectively and communicate tactfully both internally and externally.
Superior organizational skills, meticulous attention to detail, follow-through and the ability to multi-task and meet deadlines in a fast-paced environment.
Ability to adapt to changing technologies and organizational needs.
Demonstrated curiosity and commitment to continuous learning.
Ability to work both independently and collaboratively with other team members.
Maintain confidentiality and handle sensitive information.
Ability to exercise a high degree of judgement and prioritize work accordingly in a fast-paced environment.
Strong interpersonal skills, including the ability to interact effectively with internal team members and able to explain technical concepts to non-technical audiences.

Nice To Haves

Familiarity with SharePoint, Salesforce, and cloud-based collaboration tools preferred.

Responsibilities

Provide tier 1 technical support to users via Zoom, email, and in-person for hardware, software, and technology-related issues.
Deliver timely, professional, and customer-focused support while maintaining a positive user experience.
Diagnose and resolve software issues across Windows 11, Microsoft 365 applications, SharePoint, Zoom, Salesforce, iOS, Android and other approved business applications.
Perform basic account administration and user support as needed.
Address hardware issues involving laptops, monitors, printers, docking stations, and other computer accessories.
Perform setup, troubleshooting, upgrades, replacements, and basic maintenance.
Document all support requests, resolutions, and recurring issues in the IT support system.
Monitor trends and recommend improvements to enhance service delivery and user satisfaction.
Support staff in adopting technology by providing training, troubleshooting assistance, best-practice guidance, and maintaining user-facing instructional materials.
Maintain accurate records of IT assets including laptops, monitors, docking stations, and related equipment.
Track assignments, inventory levels, and lifecycle replacements.
Coordinate repairs, replacements, and maintenance of hardware with external vendors.
Assist with obtaining quotes and managing purchasing requests.
Maintain positive vendor relationships and ensure timely follow-up on open issues.
Manage the packing, shipping, receiving, and distribution of computer equipment and technology assets.
Serve as primary contact for organizational UPS account administration and related shipping activities.
Manage, maintain, and support AV technology used in conference rooms, meetings, presentations, events, and external engagements, including displays, webcams, microphones, computers, and related equipment.
Assist with employee onboarding and offboarding processes, including equipment assignments, account setup, access management, recovery of assets, and related documentation.
Install, configure, update, and maintain Windows 11 operating systems and approved software applications.
Assist with basic network troubleshooting, connectivity issues, printer support, wireless access issues, and related infrastructure troubleshooting.
Create, maintain, and update IT documentation, system procedures, user guides, quick-reference materials, and training resources to support staff and technology operations.
Assist with administration and support of Microsoft 365 services, including user accounts, licensing, groups, SharePoint sites, permissions, document libraries, and troubleshooting.
Assist with Salesforce administration, interface updates, user support, reporting assistance, and troubleshooting.
Assist in the development, maintenance, and communication of IT policies, procedures, standards, and best practices.
Identify opportunities to improve operational efficiency and service quality.