About this role
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 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. 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.