IT Support Professional: Information Technology- 7165

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JOB TITLE:                             Information Technology Support Professional

EMPLOYMENT TYPE:          Full-time, 40 hours/wk 

SCHEDULED HOURS:          Monday-Friday, 8:00AM-4:30PM 

PROGRAM/LOCATION:      Information Technology, Windsor, CT

PC#:                                        2735

ABOUT THE POSITION:

To provide a point of contact for end users to receive a high level of support and maintenance within the organization's desktop computing environment. This includes supporting M365, software application support as well as installing, diagnosing, repairing, maintaining and upgrading all PC hardware, network and voice equipment to ensure optimal performance. The person will also troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion and provide end-user assistance where required.

By:

• Professionally and positively support all facets of CHR IT Systems across multiple
• Maintain High-level knowledge of commonly used software, hardware and
• Maintain essential IT operations, including operating systems, security tools, applications, servers, email systems, laptops, desktops, software, and hardware.
• Handle business-critical IT tasks and system improvements
• Research and evaluate emerging technologies, hardware, and software

DUTIES & RESPONSIBILITIES:

• Provide first- and second-level technical support to employees through phone, email, chat, and in-person assistance.
• Diagnose, troubleshoot, and resolve hardware, software, operating system, and connectivity issues.
• Install, configure, maintain, and troubleshoot computers, laptops, monitors, printers, mobile devices, and other IT equipment.
• Create, configure, and manage user accounts, passwords, permissions, and access to applications and systems.
• Support Microsoft Windows, Microsoft 365, collaboration tools, and other business applications.
• Assist with network connectivity, Wi-Fi, VPN, printers, and other infrastructure-related issues.
• Manage and document support requests using a ticketing/help desk system.
• Escalate complex technical issues to appropriate IT personnel or vendors when necessary.
• Maintain accurate documentation of IT procedures, configurations, inventory, and troubleshooting solutions.
• Assist with software deployments, system upgrades, hardware refreshes, and IT projects.
• Monitor and follow established cybersecurity, data protection, access control, and IT security policies.
• Provide user training and guidance on technology, applications, cybersecurity awareness, and best practices.
• Assist with IT asset management, including inventory, deployment, maintenance, and retirement of equipment.
• Participate in backup, disaster recovery, and business continuity activities as assigned.
• Stay current with emerging technologies and recommend improvements that enhance productivity, reliability, and security.
• Perform other IT-related duties as assigned.

QUALIFICATIONS:

Education: Certificate or Associate’s Degree in Computer Science, Bachelor’s or equivalent in Computer Science, Information Systems or related field preferred.

Required Experience:

• Associate degree in Information Technology, Computer Science, or a related field, or equivalent combination of education and experience.
• 2+ years of experience providing technical support in a professional environment.
• Strong knowledge of Windows operating systems, Microsoft 365, common business applications, and computer hardware.
• Working knowledge of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN.
• Experience with help desk/ticketing systems and remote support tools.
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong customer service skills and the ability to work effectively with users of varying technical abilities.
• Ability to prioritize multiple requests and manage time effectively.

Preferred Qualifications

• Experience with Active Directory or Microsoft Entra ID.
• Experience supporting Microsoft 365 administration.
• Familiarity with endpoint management and mobile de