IT Support Specialist, Sr.

Overview

We need hope-bringers and changemakers — because the work we all do matters. If you’re passionate about making an impact with your time and being someone’s light in the darkness, we want you on our team.

Come Join Us to Do Mission-Based, Meaningful Work

Who We Are

Gaudenzia is one of the largest nonprofit providers of treatment to people with substance use and co-occurring disorders in the nation. We operate in Pennsylvania, Delaware, Maryland, and Washington, D.C.  

Our caring, compassionate team is on a mission to save thousands of lives each year and bring hope to people devastated by substance use disorder. Together, we help individuals, families, and communities heal and thrive in the face of one of the most devastating public health crises of our time.

As our organization grows and evolves to meet the needs of our clients and communities, we’re seeking passionate, empathic individuals to help us make an impact. With your help, we can turn the tide on substance use disorder.    

Who We’re Looking For 

The IT Support Specialist, Sr. role is responsible for providing a successful and secure end-to-end solution for technology requests and for incoming issues from the Gaudenzia workforce and technology infrastructure, while ensuring Gaudenzia’s assets remain secure and compliant throughout their lifecycle with technical and regulatory requirements.  As a member of the IT Team, this position will interact daily with employees, IT infrastructure, endpoint technology, as well as other IT functions, to deliver excellent IT services. This role requires someone who is outgoing, has excellent communications skills, enjoys working as part of a team, can successfully multi-task, is technically inclined, and thrives solving technical issues in a timely manner.

Responsibilities

Your responsibilities in this role may include:

• Desktop support operations, configuring, installing, troubleshooting, and maintaining MS Windows operating systems in a large network environment.
• Managing customer service requests.
• Fulfilling requests and resolving incidents within on a daily basis to ensure service-related issues are identified and resolved within timely fashion.
• Responding to alerts and escalations and working with both user and IT support groups to come up with strategic solutions to recurring problems.

Skills:

• Technical writing, knowledge management, Incident Management, Problem Management, Change Management, and Critical thinking skills
• Experience with Remote desktop connections, Antivirus support, Backup and recovery, and Desktop performance monitoring and optimization

Abilities:

Work with the following operating systems:

• Microsoft operating systems:
• Apple iOS, Android
• Remedy ITSM, ServiceNow, Salesforce, or similar workflow management tool(s)
• Microsoft Exchange online
• Microsoft Office 365 suite
• Video conferencing technologies, Polycom, Lifesize, Microsoft Teams
• Audio conferencing technologies
• Video/audio streaming
• Remote and/or collaborative web technologies
• TCP/IP networking
• PowerShell
• Active Directory
• Wireless technologies
• VPN technologies
• PC, mobile, and network security
• Telecommunications
• Printing technologies

Benefits & Perks:

Gaudenzia is a diverse, inclusive workplace where purpose-driven people thrive. We think our team members are real heroes, and we believe those who devote their lives to making the world a better place deserve competitive salaries, generous health benefits, and unbeatable work-life balance in return.

Benefits & Perks at Gaudenzia include: 

• Medical Insurance
• Dental Insurance (At No Cost)
• Short-Term Disability Insurance (At No Cost)
• Life Insurance (At No Cost)
• Accidental Death & Dismemberment Insurance (At No Cost)
• Vision Insurance
• Various Supplemental Benefits (Aflac, Legal, Identity Theft & FSA)
• You generate two banks of time off: Personal and Vacation
  • Paid Time Off (PTO) Accruals at 80 hours minimally during your 1st year of employment
  • Vacation Accruals at 80 hours minimally during your 1st year of employment
• 10 Paid Holidays Per Calendar Year
• Paid Bereavement Leave
• Education Assistance Benefit (Tuition Reimbursement)
• Full reimbursement for the cost of professional license/certification renewals
• 403(b) Retirement Plan with an Employer Match Up to 5%
• Employee Assistance Program 

Gaudenzia is an equal opportunity employer. We do not practice or permit discrimination based on race, gender, gender identity, gender expression, sexual orientation, age, national origin, religion, creed, disability, or veteran’s status.

Qualifications

Qualifications for This Role:  

• 2 years’ experience working in an IT support function
• Extensive experience with Windows and mobile technologies
• Experience supporting Microsoft Office and Exchange/Outlook
• Computer imaging

What Matters to Us? Our Mission & Our Operating Principles

Our Mission Gaudenzia aspires to connect individuals and families to addiction and mental health treatment so they can attain long-term recovery and achieve a fulfilling life embraced by a broad community of mutual support. 

Our Operating Principles:

We, as members of the Gaudenzia Team, are committed to these principles. They guide the way we perform Gaudenzia business, every day.

Gaudenzia is proud to be an employer of choice — and a treatment provider of choice — in the substance use and co-occurring disorders treatment field. We work hard to foster an inclusive, supportive environment where our employees and clients always feel safe and welcome. Come work with us!

Physical Demands:

• Must be able to have clarity of vision at 20 inches or less• Must be able to drive a vehicle• Must be able to ascend/ descend stairs• Must be able to push/ pull• Must be able to stand/ sit for extended period with reasonable breaks• Must be able to reach overhead and bend/ stoop• Must be able to lift standard computer equipment up to 20 lbs