The Role
Provide frontline Level 1/2 IT support across multiple locations: troubleshoot desktops, laptops, mobile devices, Microsoft 365, network access, and business applications; manage tickets, document solutions, assist onboarding/offboarding, escalate complex issues, and contribute to knowledge base and service improvement initiatives.
Summary Generated by Built In
Make Technology Work for a Mission That Matters
Are you passionate about solving technology challenges and helping people do their best work? Join East Bay Community Action Program (EBCAP) as an IT Support Specialist and become an essential part of a team that keeps critical healthcare and human services programs running smoothly.
In this role, you'll provide hands-on support to employees across a variety of locations, troubleshoot technical issues, and help ensure that technology remains reliable, secure, and accessible. If you enjoy problem-solving, delivering excellent customer service, and working in a collaborative environment, we'd love to hear from you.
Job Description
Job Description
The IT Support Specialist serves as the frontline resource for technology support throughout EBCAP's clinical, administrative, and community-based operations. This position is responsible for managing support requests, resolving technical issues, documenting solutions, and helping maintain a highly effective IT service environment.
Success in this role requires a strong technical foundation, a customer-focused mindset, attention to detail, and a commitment to following structured service management processes.
Key Responsibilities
Service Desk Support
- 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.
End-User Support
- 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.
Documentation & Knowledge Management
- 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.
Continuous Improvement
- 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.
Skills, Knowledge and Expertise
We're looking for someone who brings:
- 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
- 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
Benefits
For Full-Time Employees Working 30-40 hours per week, EBCAP offers:
- 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
About
East Bay Community Action Program (EBCAP) is a non-profit 501(c)(3) organization that provides high-quality, comprehensive, and accessible health and human services to people across eastern Rhode Island. Founded as part of President Johnson's War on Poverty in 1965, EBCAP now serves ten communities with over 20 distinct programs — including primary medical and dental care, behavioral health services, early childhood education, and community support programs for children, youth, families, adults, and seniors.Our 521 employees work across more than ten locations, addressing everything from immediate needs like food and housing to long-term health and wellness. If you are looking to make a meaningful impact on the lives of Rhode Islanders, we encourage you to apply.
Skills Required
- Associate's or Bachelor's degree in Information Technology or 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
- Experience with 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
- Experience working within healthcare, nonprofit, or human services organizations
- Familiarity with Electronic Health Record (EHR) systems such as NextGen
- Exposure to ITIL principles and service management frameworks
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The Company
What We Do
East Bay Community Action Program (EBCAP) is a private, non-profit organization that provides a comprehensive range of health and human services to residents in Rhode Island's East Bay area. Their offerings include health and dental services, behavioral health programs, and various community initiatives aimed at supporting individuals and families of all ages. EBCAP is dedicated to helping clients achieve their full potential by connecting them with the appropriate services at the right time.
