IT Support

Ocean Health Initiatives•Lakewood Township, NJ

About The Position

The IT Support role serves on the first line of technical assistance for OHI's employees, ensuring the smooth operation of critical IT systems, networks, and user devices. Reporting to the Vice President of IT, this role requires a proactive and customer-focused approach to troubleshooting, system maintenance, and user support. IT Support professionals are tasked with ensuring timely issue resolution, tracking system events, and collaborating with cross-functional teams to improve IT service delivery. With a focus on process improvement, team readiness, and user satisfaction, this role is vital to the operational success of OHI. The IT Support team is also responsible for seamless onboarding of new employees, playing a key role in supporting organization-wide initiatives for continuous improvement.

Requirements

High School Diploma or equivalent is required.
IT certificationis required.
Actively participates in ongoing education and additional certifications as appropriate.
One to three years of progressive experience troubleshooting and diagnosing Help Desk related queries.
Proficiency in Microsoft Office 365 is required.

Responsibilities

Serve as the first point of contact for IT support requests from employees, responding to calls, emails, and in-person requests.
Prioritize requests and balance them against ongoing projects to ensure timely resolution of issues.
Maintain high customer service standards, ensuring a professional and empathetic approach to all support interactions.
Resolve user issues related to software, hardware, and network access, documenting the root cause and corrective actions in the support ticketing system.
Provide technical guidance and training to end users, helping them understand IT tools and systems.
Monitor network, system, and security event logs for anomalies, documenting all unusual activities and escalating issues as needed.
Record and report system downtime (voice and/or data), detailing corrective actions, vendor involvement, and resolution times.
Identify potential system vulnerabilities and support the implementation of security measures to protect IT infrastructure.
Perform regular audits of organizational hardware, including PCs, laptops, and printers, ensuring assets are functional, up-to-date, and in compliance with documented standards.
Maintain readiness of workstations, ensuring that all equipment is properly configured, regularly updated, and operational for end users.
Collaborate with the IT team to assess and improve the performance of end-user devices, performing maintenance, updates, and replacements as necessary.
Support the "Team Readiness" scorecard by ensuring technical team members are cross-trained on key support areas and technical competencies.
Create, maintain, and update IT Standard Operating Procedures (SOPs) to improve departmental efficiency and knowledge sharing.
Identify process improvements and propose solutions to the VP of IT to improve workflow efficiency and reduce manual intervention.
Document changes to system configurations, including network adjustments, system upgrades, and server modifications.
Use project management tools (like Monday.com) to track and update project tasks, ensuring visibility and accountability for all IT support initiatives.
Ensure IT needs are fully met for new hires, including equipment setup, system access, and technical training as part of New Employee Orientation (NEO).
Serve as the lead IT presenter for NEO as needed or when requested by the VP of IT.
Ensure new employees have access to all necessary systems, tools, and hardware prior to their first day of work, supporting a seamless onboarding experience.
Assist in the development, research, and implementation of IT-related projects, including hardware and software upgrades.
Research new IT products, tools, and solutions to support innovation and increased operational efficiency.
Collaborate on technical support initiatives, configuring and testing new IT tools to ensure they function properly within OHI's existing environment.
Ensure all activities comply with OHI's Corporate Compliance policies, including system security protocols, HIPAA compliance, and privacy standards.
Collaborate with the VP of IT to implement security measures that safeguard OHI’s data, devices, and network infrastructure.
Respond to and address potential security threats, working with vendors and internal teams to mitigate risks.
Ensure software, hardware, and network configurations adhere to documented security standards and protocols.
Serve as a liaison between OHI and external IT vendors, including hardware suppliers, software providers, and managed service partners.
Maintain effective communication with senior leaders and department managers, ensuring technical support is responsive to business needs.
Act as a resource for cross-departmental IT initiatives, providing support, technical guidance, and hands-on assistance.
Maintain accountability for personal productivity and performance as measured by departmental scorecards.
Achieve and maintain a minimum monthly scorecard threshold of 90%.
Meet performance metrics related to "Team Readiness" by ensuring cross-training of technical competencies and knowledge sharing.
Use project management tools (like Monday.com) to ensure visibility and transparency for IT tasks, project status, and support requests.
Works cooperatively with all providers and staff to carry out the goals and objectives of OHI, meets productivity according to established policies and procedures.