IT Specialist – Help Desk & Systems Support - Full-Time

Care Advantage Corporate•Richmond, VA

9d•Hybrid

About The Position

IT Specialist – Help Desk & Systems Support Be the Tech Backbone of Care Advantage, a Top Workplace! Care Advantage Inc. has proudly been voted a Top Workplace three years in a row and recognized as a leader in home care. We are the largest privately-owned home care company in the mid-Atlantic , serving seniors and families with compassion and excellence. With an ambitious expansion plan underway, the future looks bright-and we want you to be part of it. We're seeking a dedicated IT Specialist to join our team and provide day-to-day support for our IT Help Desk. Reporting directly to the Chief Information Officer, this role ensures that employees across all departments have the technology, systems, and support they need to succeed. This is a hybrid position, based in Richmond VA This position promotes and supports our company's core values of Compassion, Attitude, Respect, and Excellence , while adhering to all Federal, State, Local, and Company policies and regulations. Job Summary The IT Specialist is responsible for delivering responsive, high-quality technical support, maintaining IT systems, and assisting with onboarding and offboarding processes. You'll be the first line of defense for troubleshooting, problem-solving, and ensuring smooth technology operations across the organization.

Requirements

Active Virginia driver's license
Minimum of Associate's degree (or 3 years relevant work experience); Bachelor's degree preferred
Working knowledge of Microsoft Office, Active Directory, general networking, and ability to quickly gain familiarity with EMR systems
Ability to triage IT tickets based on severity with minimal oversight
Comfortable working collaboratively with key operational team members
Strong communication skills, both verbal and written, across all levels of the organization
Adequate transportation and willingness to travel regularly
Detail-oriented with strong organizational skills and ability to manage multiple priorities in a fast-paced environment

Responsibilities

Help Desk Support: Provide timely, professional assistance to end users, resolving issues to their satisfaction.
Troubleshoot hardware, software, and network concerns with a customer-first mindset.
Ticket Management: Monitor the Service Desk queue, prioritize requests based on urgency, and process tickets efficiently using established guidelines. Ensure documentation of resolutions for future reference.
System Configuration: Modify workstation settings, utilities, and software defaults to optimize performance and meet user needs.
Documentation: Create and maintain clear internal procedures, FAQs, and knowledge base articles to streamline support and empower users.
Onboarding & Offboarding: Partner with HR to set up accounts, grant access, and configure systems for new employees; remove access and secure data for separating employees.
Workstation Setup: Ensure each workstation is fully equipped with computer, monitor, keyboard, mouse, and any specialized equipment.
Installation & Testing: Install, configure, and test new hardware, peripherals, and software to ensure seamless integration.
Inventory Management: Track and maintain accurate records of all IT equipment, software, and licenses. Conduct periodic audits to ensure compliance.
Escalation: Report complex issues to the CIO or EMR Specialists for further resolution. - Engage internal senior resources or vendors for further resolution.
Deployment: Manage PC setup and deployment for new employees using standard hardware and imaging processes .
Entra/Intune/Azure Management: Assign users and devices within Entra and Intune to maintain security and efficiency
Vendor Collaboration: Interact with IT vendor partners on an as-needed basis to resolve advanced issues or implement new solutions
Proactive Monitoring: Identify recurring issues, recommend long-term fixes, and contribute to continuous improvement of IT systems.
Security Awareness: Support cybersecurity initiatives by ensuring compliance with company protocols, assisting with updates, and educating staff on safe practices.