IT Coordinator

Sunshine Services•Knoxville, TN

8d•$18 - $19

About The Position

The Information Technology Services Coordinator is responsible for managing and supporting the agency’s technology infrastructure, while working closely with the Enabling Technology (ET) Coordinator to promote the use of assistive and enabling technologies across residential, employment, and day services. This dual-focus role ensures smooth internal IT operations and maximizes the independence and quality of life for individuals with intellectual and developmental disabilities (IDD) through innovative technology integration. This position will support agency-wide information systems while serving as a strategic and technical partner to the Enabling Technology Coordinator in implementing SHIFT-aligned practices and enhancing service delivery through person-centered technology solutions. General responsibilities include but are not limited to the following: 1. Provide technical support and troubleshooting for all agency-wide IT and enabling technology systems, including computers, printers, telecommunication systems, ET devices (e.g., Ring doorbells, Google Shows, Apple Watches, bed monitors, keypad locks), and platforms such as EZPro and EVV. 2. Coordinate internal IT support needs and act as the liaison to external IT vendors and service providers as needed. 3. Maintain and manage all agency technology inventory, systems, and assets, including cataloging, warranties, procurement tracking, and equipment readiness for both in-office and offsite locations. 4. Install, activate, and maintain IT and enabling technology devices, ensuring proper configuration and functionality across all service areas (residential, employment, and day programs). 5. Serve as the internal process lead for Sunshine Services’ transition to becoming a DDA Enabling Technology Provider, ensuring all documentation, compliance, and system readiness requirements are met. 6. Develop and maintain internal DDA compliance systems, including workflow tracking, milestone reporting, and audit documentation. 7. Collaborate with the Enabling Technology Coordinator to align DDA requirements with existing SHIFT accreditation standards. 8. Research, evaluate, and recommend appropriate hardware, software, and technology tools that improve communication, data accuracy, and service delivery efficiency. 9. Oversee technology procurement, order tracking, and deployment to ensure cost-effective purchasing and timely implementation. 10. Develop and implement IT and technology use policies, including protocols related to security, privacy, device usage, and data protection in coordination with HR. 11. Create and maintain functional checklists, instructional guides, and troubleshooting documents to ensure consistent maintenance and user-friendly technical support. 12. Facilitate the functionality of mobile-based systems and applications, including EVV, and communication tools on staff phones and other devices. 13. Ensure weekly and monthly ET functionality checklists are completed, documented, and followed up on as needed. 14. Provide training and guidance to staff and individuals supported on the proper use of IT and enabling technology systems. 15. Support the ET Coordinator in assessments, documentation, and program implementation related to enabling technology. 16. Participate in internal DDA and SHIFT compliance reviews to ensure organizational readiness for certification and accreditation. 17. Develop and manage DDA-related documentation templates, reports, and data systems to support provider application and future billing processes. 18. Stay informed on current and emerging technology trends and DDA regulatory updates to enhance agency operations and compliance. 19. Manage vendor relationships and service contracts related to IT infrastructure, ET devices, and software platforms. 20. Partner across departments to identify, test, and implement technology solutions that enhance quality, efficiency, and person-centered outcomes. 21. Collaborate closely with the Enabling Technology Coordinator to ensure strategic alignment, infrastructure compatibility, and shared responsibility for innovation and outcomes. 22. Perform other duties as assigned that support the mission and operations of Sunshine Services. The Information Technology Services Coordinator is directly responsible to the Executive Director. The Information Technology Services Coordinator will be expected to fulfill any responsible request for service which is within the stated purpose of Sunshine Services. The Information Technology Services Coordinator will be bound by the regulations that are stated in the Agency policy manual, any subsequent regulations which become part of the Agency policy, and the staff handbook.

Requirements

Education Requirements: A high school diploma or GED with 2+ years of experience in systems (hardware and software) support. This requirement can be waived or modified to allow the highest qualified individual to be hired for this position.
Position Requirements: Knowledge of IT principles, concepts, and methods; systems testing and evaluation principles, methods, and tools; IT security principles and methods; working knowledge of Internet technologies and/or emerging information technologies; and experience with enabling technology applications, including assistive devices used to support individuals with intellectual and developmental disabilities.
Complete all required DDA and Managed Care Organization (MCO) training in a timely manner.
Responsible for staying up to date with evolving requirements from all oversight entities.
Maintain certifications and complete refresher training annually.
Must be at least 21 years of age, have a valid Tennessee driver’s license and be insurable by the agency insurance company.
Physical Requirements: Manual dexterity required using desktop computer and peripherals. Lifting or moving up to 30 lbs. may be required.

Responsibilities

Provide technical support and troubleshooting for all agency-wide IT and enabling technology systems, including computers, printers, telecommunication systems, ET devices (e.g., Ring doorbells, Google Shows, Apple Watches, bed monitors, keypad locks), and platforms such as EZPro and EVV.
Coordinate internal IT support needs and act as the liaison to external IT vendors and service providers as needed.
Maintain and manage all agency technology inventory, systems, and assets, including cataloging, warranties, procurement tracking, and equipment readiness for both in-office and offsite locations.
Install, activate, and maintain IT and enabling technology devices, ensuring proper configuration and functionality across all service areas (residential, employment, and day programs).
Serve as the internal process lead for Sunshine Services’ transition to becoming a DDA Enabling Technology Provider, ensuring all documentation, compliance, and system readiness requirements are met.
Develop and maintain internal DDA compliance systems, including workflow tracking, milestone reporting, and audit documentation.
Collaborate with the Enabling Technology Coordinator to align DDA requirements with existing SHIFT accreditation standards.
Research, evaluate, and recommend appropriate hardware, software, and technology tools that improve communication, data accuracy, and service delivery efficiency.
Oversee technology procurement, order tracking, and deployment to ensure cost-effective purchasing and timely implementation.
Develop and implement IT and technology use policies, including protocols related to security, privacy, device usage, and data protection in coordination with HR.
Create and maintain functional checklists, instructional guides, and troubleshooting documents to ensure consistent maintenance and user-friendly technical support.
Facilitate the functionality of mobile-based systems and applications, including EVV, and communication tools on staff phones and other devices.
Ensure weekly and monthly ET functionality checklists are completed, documented, and followed up on as needed.
Provide training and guidance to staff and individuals supported on the proper use of IT and enabling technology systems.
Support the ET Coordinator in assessments, documentation, and program implementation related to enabling technology.
Participate in internal DDA and SHIFT compliance reviews to ensure organizational readiness for certification and accreditation.
Develop and manage DDA-related documentation templates, reports, and data systems to support provider application and future billing processes.
Stay informed on current and emerging technology trends and DDA regulatory updates to enhance agency operations and compliance.
Manage vendor relationships and service contracts related to IT infrastructure, ET devices, and software platforms.
Partner across departments to identify, test, and implement technology solutions that enhance quality, efficiency, and person-centered outcomes.
Collaborate closely with the Enabling Technology Coordinator to ensure strategic alignment, infrastructure compatibility, and shared responsibility for innovation and outcomes.
Perform other duties as assigned that support the mission and operations of Sunshine Services.