IT Support Specialist

Harmar, PA

Full Time

Passavant Memorial Homes

Mid Level

Passavant Memorial Homes is one of the foremost, consumer-focused providers of support to individuals with intellectual disabilities, autism, mental health, and behavioral health needs. The mission of Passavant Memorial Homes is to empower individuals to live successfully in the community. Our team of professionals have been dedicated to promoting choice and independence for individuals with intellectual disabilities for more than 120 years. Throughout our history, we have continuously focused on ensuring the highest quality support and providing a variety of opportunities for our employees to develop and advance.

This is a full-time position under the direct supervision of the Director of IT. Responsibilities of the IT Support Specialist include providing Tier 1 and Tier 2 level technical support for approximately 1,300 employees across 130+ sites in Pennsylvania. The ideal candidate will have at least 3 years of experience in IT support, preferably in a nonprofit or similarly scaled organization, and a solid foundation in troubleshooting desktop, networking, and peripheral hardware/software issues

Apply today and find your career and passion at Passavant Memorial Homes!

DUTIES AND RESPONSIBILITIES OF IT SUPPORT SPECIALIST:

Desktop Support & Imaging (Tier 1 & 2):

Perform Windows 10 to Windows 11 upgrades on user devices.
Configure and deploy new computers using imaging tools (e.g., PDQ Deploy, or similar).
Support end users with day-to-day technical issues
Support of password resets and account lockouts.
Support printing problems (unable to print, printer errors).
Support Internet/browser access issues.
Support office phones are not working or connectivity issues.
Use remote access tools to diagnose and resolve issues when possible.

Field Support (On-Site Travel):

Travel to various locations (approx. 2 days per week) to support IT infrastructure needs.
Troubleshoot and resolve:
Workstation and hardware problems.
Network connectivity and switch issues.
Cabling and physical network concerns.
Local router/modem (e.g., Comcast) or copier/scanner-related issues.
Provide hands-on support for urgent incidents at any of the 130+ offices.

Communication & Customer Service:

Handle incoming support requests via phone, email, and ticketing system (phone support ~30% of time).
Log, track, and document help desk interactions using ITSM/ticketing software.
Maintain a professional and courteous demeanor when assisting non-technical staff.

REQUIRED SKILLS AND KNOWLEDGE OF IT SUPPORT SPECIALIST:

Minimum 3 years of experience in an IT Help Desk or Support Specialist role.
Experience working in nonprofit, multi-site, or similarly scaled environments is highly desirable.
Strong knowledge of Windows 10/11, desktop/laptop hardware, printers, and common office applications.
Familiarity with remote desktop and support tools (e.g., TeamViewer, ConnectWise, AnyDesk, etc.).
Working knowledge of basic networking concepts (TCP/IP, DHCP, DNS), switches, routers, and Wi-Fi.
Experience with copiers/scanners, VoIP phones, and peripheral troubleshooting.
Valid driver’s license and ability to travel to remote offices across Pennsylvania.

PASSAVANT MEMORIAL HOMES OFFERS A VARIETY OF BENEFITS INCLUDING:

Competitive Wages: $45,000- $55,000
Comprehensive Health, Dental, and Vision Insurance Coverage
Generous PTO package
401K Retirement Plan
Dynamic and Supportive Work Environment
Career Development and Advancement Opportunities

Passavant Memorial Homes is an Equal Opportunity Employer.

INDMA

If you are having issues or need assistance while filling out the application, please reach out to careers@passavant.org.

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