IT Specialist

Learn more about our mission and culture here: Work With Us

PURPOSE OF THE ROLE

The IT Specialist serves as the first point of contact for technology support across CommunityAid’s retail locations and corporate operations. This role ensures staff have reliable hardware, software, and systems necessary to perform essential job duties. The IT Specialist troubleshoots and resolves day-to-day technical issues, maintains and tracks service requests, escalates complex problems appropriately, and supports the broader IT team, while embodying CommunityAid's mission, values, and core behaviors in every interaction.

KEY AREAS OF RESPONSIBILITY

• Serve as first-line support for incoming service desk tickets, phone calls, and walk-up requests from staff across all stores and corporate locations
• Travel to store locations as needed to provide onsite support, perform equipment installations or maintenance, and assist with new-store openings, remodels, or closures
• Diagnose, track, and resolve hardware, software, and basic network connectivity issues; escalate and coordinate unresolved or complex issues
• Maintain accurate records of tickets, inventory, and resolutions in appropriate systems
• Document common issues and solutions to build and maintain an internal knowledge base
• Install, configure, and troubleshoot workstations, copiers, POS terminals, mobile devices, and related peripherals
• Assist with routine maintenance tasks such as software updates, patching, and equipment refreshes
• Set up and maintain user accounts, permissions, and complete access requests across systems in accordance with company policy
• Uphold data security practices and confidentiality standards in all support activities
• Perform other duties as assigned in support of the IT department and CommunityAid's mission

CORE COMPETENCIES

• Embrace, exemplify, and endorse CommunityAid’s 12 Core Behaviors
• Embrace CommunityAid’s Mission
• Customer Service & Communication — Approaches every interaction with a service mindset; explains technical concepts clearly to non-technical staff; excellent emotional intelligence and interpersonal relations ability
• Problem Solving — Diagnoses issues methodically for root cause; knows when to resolve independently versus escalate
• Reliability & Ownership — Follows through on tickets to resolution; takes responsibility for assigned work and IT environment as a whole
• Attention to Detail — Accurately documents tickets, assets, and configurations
• Collaboration & Adaptability — Works well with the broader IT team and store staff; contributes to a supportive team environment; adjusts to shifting priorities
• Growth & Development — Approaches the role with curiosity and a desire to keep learning; actively builds skills toward taking on more advanced work over time

QUALIFICATIONS

Required:

• IT related college or technical school degree
• 1–2 years of experience in a technical support role (or equivalent combination of education and experience)
• Strong verbal and written communication skills
• Manages time and priorities effectively; brings a consistent, professional approach to daily work
• Valid driver's license and reliable transportation; ability to travel to store locations as needed
• Ability to lift/move IT equipment (e.g., monitors, printers, boxes of hardware) as needed

Preferred:

• Experience supporting POS retail environments.
• Experience with Microsoft 365 and Microsoft Windows environments.
• Exposure to corporate networking, server, and wireless infrastructure.
• Experience supporting mobile and hybrid remote workforce.
• Certifications such as CompTIA A+, Network+, or entry level Microsoft certifications.

WORK ENVIRONMENT AND HOURS

• Full-time, hybrid role based in Central Pennsylvania
• This role will require frequent travel to stores or other meeting locations for in-person work, meetings, and/or collaboration