Information Services Support Specialist
On-siteKeene, New Hampshire, United States
Job Summary
Serve as the primary point of contact for the Information Services Help Desk, receiving, documenting, prioritizing, and resolving routine technical issues via telephone, email, in person, and through the ticketing system. Manage user accounts and access within Microsoft 365 and Microsoft Entra ID, while providing first-line support for Outlook, Teams, OneDrive, SharePoint, and enterprise applications. Diagnose and resolve hardware, software, and endpoint problems for computers, mobile devices, and telephones, maintaining accurate equipment inventory and repair history. Provide IT orientation to new employees, prepare technology equipment, and coordinate onboarding and offboarding activities with HR. Protect Protected Health Information (PHI) and adhere to strict cybersecurity and access-control procedures when handling sensitive clinical and organizational data.
Required Qualifications
- Associate degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent technical training and experience may be considered
- Minimum one year of related IT, desktop support, help desk, or technical support experience
- Working knowledge of: Microsoft Windows, Microsoft 365, Basic networking, Computers and peripherals, Printers, Mobile devices, Basic identity and access management
- Demonstrated troubleshooting and problem-solving skills
- Strong customer service and communication skills
- Ability to organize and prioritize multiple requests
- Ability to work independently and collaboratively
- Valid driver's license, acceptable driving record, and reliable transportation
- Ability to lift and carry equipment weighing up to 50 pounds
- Travel between MFS locations as needed
Desired Qualifications
- Two or more years of IT support experience
- Experience in healthcare, behavioral health, or a regulated environment
- Experience supporting an EHR
- Experience with Microsoft Entra ID and Microsoft 365 administration
- Experience with help desk/ticketing systems
- Familiarity with HIPAA and healthcare cybersecurity
- CompTIA A+, Network+, Microsoft, or similar technical certification
- OSHA Rating: Low-to-Moderate Risk
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