IT Support Specialist II

Who We Are: Since 1946, we've been providing compassionate treatment to support the behavioral, physical and emotional health of children and families, where the needs of each child are individually assessed and dynamic treatment plans are specifically designed to properly transition them from disruptive to permanent, stable environments. Our services include community-based services, residential treatment, and treatment foster care programs throughout our locations in central and northeast Ohio and West Virginia. Working The Village Network: The Village Network prides itself on a Culture of Care : Come be a part of the mission and a member of a team that has a passion for what they do and the people they serve. Competitive salaries and great benefits including a 403(b) plan with both a 5% company contribution and 50% match of the first 7% after 1 year of service. 232 hours ( YES 29 DAYS! ) of PTO offered (prorated for the first year) in addition to 6 paid holidays for fulltime employees with potential for PTO buy back for unused time. 12-year history of providing annual bonuses, as well as offering PTO Buybacks. Advancement Opportunities: The village network is a growing organization and we aim to promote from within . Job Title: IT Support Specialist II Reports To: IT Director Direct Reports: None Summary: As a partner in building brighter futures for youth and their families, the IT Support Specialist II provides advanced technical support to ensure reliable, secure, and high-performing technology services across The Village Network. This role serves as a Tier 2 escalation point, resolving complex technical issues, supporting enterprise systems, and collaborating closely with managed service providers and vendors. The IT Support Specialist II plays a key role in maintaining system stability, improving processes, and mentoring frontline support staff while delivering excellent customer service. Essential Tasks, Duties, and Responsibilities: Provides technical support and guidance to end users, resolving issues in coordination with an onsite MSP Partner team. Serve as the primary technical liaison for the TVN Family Services and OhioRise programs. Diagnose and resolve complex issues requiring advanced support related to: Workstations, laptops, mobile devices, and peripherals Operating systems (Windows and/or macOS) Microsoft 365 services, including Exchange Online, Teams, SharePoint, and related administrative functions. Network connectivity, copiers/printers, and remote access tools User setup/maintenance and account auditing Provide timely, clear, and effective technical support to users in a fast-paced behavioral health environment Document incidents, resolutions, and procedures accurately in the helpdesk system Identify recurring issues and recommend process improvements, automation, or long-term fixes Assist with onboarding and offboarding staff, including account provisioning, equipment setup, and access control. Provide daily operational & technical support of virtual meetings and conferencing spaces across TVN locations. Configure, manage, and troubleshoot devices using mobile device management (MDM) platforms, including policy enforcement and remediation of deployment failures. Support IT security best practices, including HIPAA compliance, data privacy, and endpoint security Participate in IT projects such as system upgrades, software deployments, and hardware refreshes Provide occasional after-hours or on-call support as needed Knowledge, Skills, and Abilities: Associate or bachelor's degree in an information technology related field. Work experience considered in lieu of degree. 4-7+ years of progressive IT support experience, including escalation-level troubleshooting. Experience with mobile device management platforms (e.g., Jamf, Intune). Proficiency with Microsoft 365 administration and troubleshooting. Anti-virus and anti-malware tools Remote Desktop Protocol for server access Strong problem solving and communication skills required Excellent verbal and written communications skills; ability to plan, coordinate; ability to work in a consultation/collaboration with others; good decision making and evaluation skills. Ability to maintain confidentiality of sensitive information. Physical Demands: Constantly operates a computer and other office productivity machinery, such as a copy machine, computer, printer, etc. Ability to communicate (verbally and written) with all levels of personnel, internal and external to the company Ability to handle bending, stooping, lifting, pushing, reaching, and walking for periods of time. Ability to drive to locations within and outside of Ohio and be eligible for auto insurance coverage under organization's plan. Frequently required to stand and walk. The employee must regularly lift, push, pull, and/or move up to 40 pounds. The employee must be capable of bending, reaching, crouching, and climbing. Disclaimer: This job description is subject to change at any time. Check out our website to learn more about The Village Network and visit the Careers page to explore additional opportunities and check out our benefits brochure. The Village Network