Information Technology Associate

The Information Technology Associate provides tier-1 technical support and technology services that enable staff to effectively advance the Center for Health Care Strategies’ (CHCS) mission. This role serves as a primary resource for resolving technology issues, managing IT assets, supporting Microsoft 365 and business applications, maintaining documentation, and assisting with technology initiatives across the organization.

The Information Technology Associate provides tier-1 technical support and technology services that enable staff to effectively advance the Center for Health Care Strategies’ (CHCS) mission. This role serves as a primary resource for resolving technology issues, managing IT assets, supporting Microsoft 365 and business applications, maintaining documentation, and assisting with technology initiatives across the organization.

This position is ideal for an early-career IT professional who enjoys problem solving, helping others, learning new technologies, and contributing to a mission-driven collaborative organization. For the initial month of employment, the incumbent will be required to report to the office on a daily-basis, Monday through Friday, for training purposes. Thereafter, the incumbent will be required to be onsite three days/week, with the ability to work remotely the other two days.

• Tier 1 Support
  - Provide tier 1 technical support to users via Zoom, email, and in-person for hardware, software, and technology-related issues. Deliver timely, professional, and customer-focused support while maintaining a positive user experience.
• Software Troubleshooting
  - Diagnose and resolve software issues across Windows 11, Microsoft 365 applications, SharePoint, Zoom, Salesforce, iOS, Android and other approved business applications. Perform basic account administration and user support as needed.
• Hardware Support
  - Address hardware issues involving laptops, monitors, printers, docking stations, and other computer accessories. Perform setup, troubleshooting, upgrades, replacements, and basic maintenance.
• Support Tracking
  - Document all support requests, resolutions, and recurring issues in the IT support system. Monitor trends and recommend improvements to enhance service delivery and user satisfaction.
• User Training & Technology Adoption
  – Support staff in adopting technology by providing training, troubleshooting assistance, best-practice guidance, and maintaining user-facing instructional materials.

• Asset Tracking
  - Maintain accurate records of IT assets including laptops, monitors, docking stations, and related equipment. Track assignments, inventory levels, and lifecycle replacements.
• Vendor Coordination
  - Coordinate repairs, replacements, and maintenance of hardware with external vendors. Assist with obtaining quotes and managing purchasing requests. Maintain positive vendor relationships and ensure timely follow-up on open issues.
• Shipping
  - Manage the packing, shipping, receiving, and distribution of computer equipment and technology assets. Serve as primary contact for organizational UPS account administration and related shipping activities.
• Audio-Visual (AV) Support
  - Manage, maintain, and support AV technology used in conference rooms, meetings, presentations, events, and external engagements, including displays, webcams, microphones, computers, and related equipment.
• Onboarding & Offboarding
  - Assist with employee onboarding and offboarding processes, including equipment assignments, account setup, access management, recovery of assets, and related documentation.

• Operating Systems & Application Maintenance
  - Install, configure, update, and maintain Windows 11 operating systems and…