Program Specialist Jobs

About The Position

Requirements

• Strong technical troubleshooting and problem-solving abilities
• Exceptional customer service and communication skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong organizational and documentation practices
• Attention to detail and process compliance
• Critical thinking and analytical reasoning skills
• A collaborative mindset and willingness to continuously learn and improve
• Associate's or Bachelor's degree in Information Technology or a related field, or equivalent professional experience
• Minimum of 2 years of experience in IT support, help desk, or service desk environments
• Experience supporting Microsoft 365 and Windows-based technologies
• Familiarity with ticketing systems and IT service management processes
• Excellent verbal and written communication skills
• Reliable transportation to travel between EBCAP locations as needed

Nice To Haves

• Experience working within healthcare, nonprofit, or human services organizations
• Familiarity with Electronic Health Record (EHR) systems such as NextGen or similar platforms
• Exposure to ITIL principles and service management frameworks

Responsibilities

• Act as the primary contact for technology support requests received through phone, email, and ticketing systems.
• Assess, prioritize, and route support tickets according to established service procedures.
• Diagnose and resolve Level 1 and Level 2 technical issues involving: Desktop and laptop computers, Mobile devices and peripherals, Microsoft 365 applications and user accounts, Network access and connectivity, Business-critical applications, including healthcare, HR, and financial systems
• Escalate complex issues to specialized infrastructure teams with clear documentation and troubleshooting history.
• Deliver both in-person and remote technical assistance across multiple EBCAP locations.
• Support employee onboarding and offboarding activities, including account setup and access management.
• Assist staff with passwords, application access, and day-to-day technology needs.
• Build positive relationships through responsive, professional customer service.
• Maintain accurate and detailed records of support activities and resolutions.
• Document troubleshooting processes and solutions within the service management system.
• Contribute to internal knowledge base content and standard operating procedures.
• Identify recurring issues and help support root-cause analysis initiatives.
• Follow established IT service management processes for incident handling, request fulfillment, and escalation.
• Apply structured troubleshooting techniques and industry best practices.
• Participate in initiatives designed to improve service quality, efficiency, and user satisfaction.

Benefits

• Subsidized, comprehensive medical (BCBSRI) and dental (Delta Dental) insurance plans
• Supplemental vision insurance (Delta Dental)
• Voluntary medical and dependent care flexible spending accounts
• Up to 3% matching 403(b) retirement plan
• Employer-paid life insurance
• Generous paid time off including vacation, holidays, personal days, and sick time
• Mileage reimbursement
• Tuition reimbursement
• Employer-paid professional development
• Employee assistance program