IT Support Specialist

Boys and Girls Village INC•Milford, CT

23d•Onsite

About The Position

The IT Support Specialist provides Tier 1 and Tier 2 technical support across the organization through onsite and remote end-user assistance, device deployment, troubleshooting, maintenance, and asset management. The role is a primary contact for daily IT issues involving Windows, ChromeOS, and iOS devices; Microsoft 365; Google Workspace for Education; connectivity; printing; and organizational applications. The Specialist documents and resolves service requests, follows information security practices, and coordinates escalations with IT leadership and external support partners. The position may contribute to scripting, automation, and reporting improvements as skills and operational priorities permit. The role is part of BGV’s internal IT team, which manages, issues, and repairs hardware, resolves daily technology issues, and provides direct user support as Tier 1 and Tier 2 services are brought in-house from a managed services provider. The position is primarily based at BGV’s Milford, Connecticut campus, with travel to Bridgeport and Norwalk locations as needed. Participation in an after-hours rotational, low-volume emergency IT on-call schedule is expected for programs operating outside standard working hours.

Requirements

High attention to detail and strong organizational skills.
Ability to collaborate with internal staff, department leadership, and external vendor or managed services provider stakeholders.
Strong analytical and critical-thinking skills, including systematic troubleshooting of unfamiliar problems, research of potential solutions, and 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 software programs, technical skills, and emerging technologies.
Experience in change management or ability to adapt as situations, priorities, or 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 quickly learn these technologies.
Strong oral and written communication and customer service skills.
Ability to lift, transport, and set up IT hardware weighing up to 40 lbs.

Nice To Haves

Two or more years of hands-on IT end-user support, hardware support, or endpoint administration experience.
Experience supporting Google Workspace for Education, managed ChromeOS devices, classroom technology, or educational filtering and monitoring platforms.
Experience with PowerShell scripting, Power Automate, Power Apps, SQL, Python, or Power BI for process improvement, automation, or operational reporting.
Experience in behavioral health, human services, or K–12 education settings, including familiarity with HIPAA and applicable privacy and security requirements.
Experience with CareLogic or other electronic health record systems.
Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft 365 certifications.

Responsibilities

Provide responsive, professional Tier 1 and Tier 2 onsite and remote support, diagnosing and resolving device, software, printing, basic network, and application issues.
Configure, deploy, maintain, troubleshoot, and repair laptops, desktops, Chromebooks, printers, peripherals, and mobile devices; maintain accurate asset inventory and support device lifecycle management.
Support Microsoft 365 services and applications, including Outlook, Exchange Online, Teams, OneDrive, and SharePoint.
Troubleshoot basic Wi-Fi, VPN, DNS, and network connectivity problems and coordinate more complex issues with support partners.
Support printer deployment, print queues, and print management solutions, including Printix.
Provide user guidance and basic training, supporting adoption of technology and safe computing practices.
Manage assigned support requests through resolution or escalation; maintain timely ticket records, communicate status, and contribute to knowledge-base and self-service documentation.
Resolve technical issues within established procedures and authority, escalating complex issues with documentation and follow-through.
Follow information security and privacy requirements, including HIPAA-related practices; assist with endpoint security, multifactor authentication, and access issues; report or escalate suspected security incidents.
Review ticket trends, device health, inventory records, and operational reports to identify recurring issues and recommend service improvements.
Assist 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.
Support Windows endpoint enrollment, provisioning, application deployment, and troubleshooting using Microsoft Intune and Windows Autopilot; assist with routine endpoint compliance and configuration issues.
Support 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.
Assist IT leadership with operational reports, technical reviews, audit support, approved projects, and IT process improvements, including optional scripting, automation, and reporting initiatives.
Travel to BGV locations in Bridgeport and Norwalk, Connecticut, as operational needs require, and participate in rotational after-hours emergency IT on-call support.