IT Specialist

Join a Team That Makes a Difference!

Are you passionate about technology and helping people feel more confident using it? LifeROOTS is seeking a resourceful, service-oriented IT Support and Training Specialist to provide hands-on technical support across our organization.

LifeROOTS is a nonprofit organization that provides services to adults with intellectual and developmental disabilities. We offer a collaborative work environment, competitive wages, generous paid sick and vacation leave, and benefits for eligible employees beginning the first of the month following hire.

The IT Support and Training Specialist is a hands-on individual contributor responsible for providing first-line technical support and employee technology training at both LifeROOTS locations. This position assists employees with routine technology needs, prepares and deploys equipment, maintains equipment and support records, and helps users develop the skills needed to use LifeROOTS systems successfully. The IT Support and Training Specialist works in partnership with LifeROOTS contracted IT service provider.

The employee performs appropriate first-line troubleshooting and coordinates escalation when advanced technical, network, system-administration, or cybersecurity assistance is required. This position does not independently manage LifeROOTS network infrastructure, cybersecurity program, vendor contracts, technology budget, or purchasing authority. Regular travel between both LifeROOTS locations is an essential function of this position. A reliable personal vehicle is required. This is a part-time position.

The final work schedule will be determined based on organizational needs.

• Provide timely, professional technical assistance to employees at both LifeROOTS locations.
• Serve as the first point of contact for routine help desk requests and communicate expected resolution timelines.
• Troubleshoot common hardware, software, printer, phone, connectivity, password, and application issues.
• Set up, configure, deploy, relocate, and dismantle employee workstations.
• Install, connect, maintain, and troubleshoot computers, monitors, printers, copiers, phones, and related equipment.
• Support employees with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint.
• Assist users with password resets, multifactor authentication, network drives, and other routine access-related issues within the position's authorized level of access.
• Provide basic user support for the Shore Tel phone system, employee badging system, and other approved organizational technology platforms.
• Document reported issues, troubleshooting completed, and required next steps.
• Identify issues requiring advanced technical or vendor support and coordinate an appropriate escalation.
• Communicate the status of open requests and confirm that reported issues have been resolved.

• Assist with routine user-account and access requests after receiving appropriate authorization.
• Coordinate new-user setup, employee access changes, and account-deactivation requests when administrative access is required.
• Confirm that employees can access their approved accounts, applications, email, shared drives, and assigned equipment.
• Maintain accurate records of computers, phones, printers, and other technology equipment, including assignment, location, condition, and availability.
• Maintain user-support records, equipment documentation, user instructions, and basic technical procedures.
• Perform basic network, Wi-Fi, connectivity, printer, phone, and shared-drive troubleshooting before escalating unresolved issues.
• Identify damaged, outdated, or insufficient equipment and recommend appropriate replacements, upgrades, or improvements.
• Research technology products and provide technical specifications and recommendations to the Business Manager.
• Consider user needs, system performance, security, compatibility, and budget when developing equipment or technology recommendations.
• Assist the Business Manager with gathering product information and quotes for approved hardware, software, equipment, and supplies.
• Receive approved technology orders, confirm that the requested items were delivered, and coordinate equipment setup, documentation, and deployment.
• Coordinate technical support and repair needs with approved service providers.
• Provide the Business Manager with technical information regarding recurring service problems, equipment needs, and anticipated technology renewals.
• Follow LifeROOTS security, confidentiality, access-control, and data-protection requirements.
• Immediately report suspected security incidents, unauthorized access, or unusual system activity to the appropriate LifeROOTS leader.

• Provide patient, practical training to new and existing users on LifeROOTS applications, equipment, and technology processes.
• Assist employees with varying levels of technical…