Information Technology (IT) Operations Specialist

Tandem Living•Lancaster, PA

1d•Onsite

About The Position

The IT Operations Specialist is responsible for supporting the reliable, secure, and efficient delivery of technology services across Tandem Living. This role provides Tier 1 and advanced Tier 2 technical support while assisting with Microsoft 365 administration, identity and access management, endpoint management, cybersecurity, system monitoring, technology projects, documentation, and process improvement. Working under the direction of the IT Operations Lead, the position serves as a technical bridge between end-user support and infrastructure operations, helping maintain and improve the organization’s technology environment. This position will be performed in accordance with TANDEM LIVING Core Values, Mission Statement, and regulations.

Requirements

High school diploma or equivalent required.
Demonstrated experience supporting Microsoft Windows, Microsoft 365, Active Directory, and Microsoft Entra ID environments.
Working knowledge of networking fundamentals, endpoint management technologies, cybersecurity best practices, and IT operational processes.
Strong troubleshooting, problem-solving, communication, organizational, and customer service skills, with the ability to manage multiple priorities and work effectively with staff and residents.

Nice To Haves

Associate degree in Information Technology, Computer Science, Information Systems, or a related field preferred.
Minimum of three (3) years of progressive IT support experience in a business, healthcare, senior living, or enterprise environment preferred.

Responsibilities

Serve as the primary point of contact for staff and residents seeking technical assistance through phone, email, ticketing systems, remote support tools, and in-person support.
Respond to and resolve Tier 1 support requests involving hardware, software, printers, mobile devices, Microsoft 365 applications, telecommunications systems, and business applications while delivering exceptional customer service.
Serve as a Tier 2 escalation resource by performing advanced troubleshooting, root cause analysis, and resolution of complex staff and resident technology issues that extend beyond standard support procedures.
Install, configure, maintain, upgrade, and troubleshoot desktop computers, laptops, mobile devices, software applications, peripherals, and related technology equipment.
Administer and support Microsoft 365 services, including Exchange Online, Teams, and related cloud technologies.
Support configuration, maintenance, troubleshooting, and adoption of Microsoft 365 services across the organization.