IT Specialist

Information Technology Support Specialist

As our Information Technology Support Specialist, you'll troubleshoot desktops, hardware, and mobile devices; manage domain and Microsoft 365 accounts; support email and collaboration tools; and help keep the systems our care teams rely on running around the clock. It's a hands-on role that rewards someone who can diagnose a problem quickly and then explain the fix in plain language.

Employment Type - Full-time, benefits eligible

Classification - Hourly, Non-Exempt

Location - On-Site at Bethesda Grand

Schedule - 80 hours per pay period · Monday–Friday, 8:00 a.m. – 4:30 p.m.

Pay Range - Starting at $23.34 per hour; range $23.34 - $26.87 per hour, based on years of experience

Department - Information Technology

Reports To - Director of Information Technology

Job Responsibilities

• Provide Frontline Technical Support — Serve as the first point of contact for help desk requests; diagnose and resolve a wide variety of hardware, software, printing, and operational issues; document tickets and resolutions consistently, and escalate complex problems as needed.
• Manage Accounts & Access — Create, modify, and disable user accounts in Active Directory and Microsoft Entra ID; manage group membership, permissions, and Microsoft 365 licensing; ensure access is granted and revoked promptly as team members are hired, change roles, and depart.
• Administer Microsoft 365 & Collaboration Tools — Support and administer email, Teams, SharePoint, and OneDrive; resolve everyday configuration questions and keep shared resources organized and accessible.
• Maintain Devices & Endpoints — Image, deploy, and maintain workstations, laptops, mobile devices, and peripherals; manage device enrollment and compliance through Microsoft Intune; track IT assets and keep inventory records accurate.
• Troubleshoot Network Connectivity — Resolve wired and wireless connectivity issues and perform basic network troubleshooting (TCP/IP, DNS, DHCP, Wi-Fi) across networks.
• Support Clinical & Operational Systems — Provide end-user support for nurse call, and other resident care and operational technologies, coordinate with vendors and service providers on hardware, software, and telecom issues.
• Other Duties as Assigned — The duties and responsibilities listed above are representative of the nature and level of work assigned and are not necessarily all-inclusive.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field — or an equivalent combination of education and experience producing a strong computer and information systems background.
• 1–3 years of hands-on technical support experience in healthcare or senior living is preferred but not required.
• Experience with Microsoft Office and Windows domain environments (Excel, Outlook, Word, SharePoint, Teams).
• Experience with Active Directory and Azure AD / Microsoft Entra ID.
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, and Wi-Fi troubleshooting).
• Ability to explain technical concepts clearly to non-technical users.
• Excellent customer service, critical thinking, and problem-solving skills.
• Strong attention to detail with consistent documentation practices.
• Ability to maintain strict confidentiality of resident and employee information, consistent with HIPAA.
• CompTIA A+, Network+, or Microsoft certifications (such as Microsoft 365 Certified: Modern Desktop Administrator Associate).
• Experience with Microsoft Intune for device management.
• Exposure to PowerShell scripting.
• Practical experience with remote support tools (N-able RMM, Microsoft Remote Desktop, or equivalent).
• Experience supporting Windows domain environments with hybrid cloud architectures.

Physical & Mental Demands

• Light to medium work, with periods of sitting at a workstation and regular walking between departments and buildings.
• Frequent bending, stooping, kneeling, and reaching to access equipment, cabling, and workstations.
• Occasional lifting and carrying of equipment up to 40 pounds.
• Sustained focus and problem-solving amid frequent interruptions and competing priorities.