IT Associate

Reporting to the IT Manager, the IT Associate provides day-to-day technology support and coordination across PACE-RI and Canopy Care Solutions. This position supports staff with routine technology needs, coordinates with the Organizations’ technology partner and other vendors, and assists with user access, equipment and asset management, system changes, implementations, and IT projects. The IT Associate develops and maintains a strong working knowledge of key organizational systems and serves as an accessible resource to staff, providing guidance, training, and documentation to promote effective and consistent use of technology.

The position also assists the IT Manager with tracking technology requests, projects, staff compliance, and other activities necessary to support efficient IT operations. This role requires excellent customer service, communication, administrative, and organizational skills, as well as the ability to effectively manage multiple priorities.

• Works collaboratively with the IT Manager and the Organizations’ technology partner to support day-to-day IT operations across PACE-RI and Canopy Care Solutions.
• Provides first-level technical support to staff for routine hardware, software, account, printer, peripheral device, connectivity, and other technology issues; escalates more complex issues to the technology partner and monitors support tickets through resolution.
• Serves as a day-to-day operational liaison with the technology partner, submitting and coordinating requests for user accounts, Microsoft 365 licensing, account updates, distribution lists, network drive access, equipment configuration, software and hardware support, and other routine IT needs.
• Coordinates technology setup (including Mitel and Tiger Text) and access throughout the employee lifecycle, including new hires, transfers, leaves of absence, interns, and separations, working with the IT Manager, Human Resources, and technology partner to ensure timely provisioning, modification, and termination of access.
• Coordinates technology and equipment setup for new employees and assists with orientation to organizational hardware, software, systems, and technology practices.
• Maintains accurate inventories of the Organizations’ IT assets, hardware, software, and assigned equipment; tracks technology issued to staff and supports equipment lifecycle and replacement planning.
• Maintains software licensing information, renewal and upgrade schedules, and related technology records in coordination with the IT Manager and technology partner.
• Maintains documentation of significant software, system, configuration, and protocol changes to support accurate historical records and IT documentation.
• Develops and maintains user instructions, procedures, and other resources to promote consistent and effective use of organizational technology, including email, Microsoft 365 applications, email signatures, shared drives, and other commonly used systems.
• Supports regular communication with staff and department leaders regarding IT activities, system changes, technology issues, required actions, and other relevant information.
• Assists the IT Manager with tracking staff completion of required technology-related activities, training, acknowledgments, system updates, or other compliance requirements and follows up as directed.
• Assists the IT Manager in tracking service levels, operational performance indicators, technology projects, and outstanding issues and helps coordinate follow-up activities as needed.
• Supports the implementation and rollout of new systems, technology changes, upgrades, and other IT initiatives, including testing, staff communication, training, implementation support, and…