IT Support Specialist
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Summary
Maintains the IT infrastructure of the Michigan Primary Care Association and provides day-to-day technical support to staff and partner health centers across multiple locations — PC/app setup, troubleshooting, system monitoring, and backups — using Microsoft 365, Entra, and SharePoint.
The starting rate for the position is $24.73 per hour, but it may go up based on experience.
POSITION SUMMARY
The IT Support Specialist is responsible for maintaining the information technology infrastructure of the Michigan Primary Care Association and providing technical support to its end users. They will work with the rest of the IT Team to ensure that MPCA staff and partner health centers have consistent, reliable access to technology solutions across multiple locations.
RESPONSIBILITIES AND DUTIES
The level of responsibility in each of the defined areas will depend on the Technical Structure Framework, based on the appropriate level for the employee.
- System and Network Support.
- Setups, configures, and supports of computers and applications.
- Recommends upgrades to applications and equipment.
- Troubleshoots and diagnoses common system problems, hardware and software upgrades, and provide technical support as required.
- Communicates repair efforts to all interested parties including customers and vendors in a timely manner.
- Interfaces with multiple support teams to provide prompt problem determination and resolution.
- Serves as hardware and software troubleshooting resource for MPCA staff and other consulting clients.
- Maintains proper documentation.
- Systems monitoring: Performs daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
- Technical Knowledge: Demonstrates technical knowledge for the required skills defined for the position.
- Other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of:
- Familiar with relevant concepts, practices, and procedures.
- Working knowledge of cloud services including Microsoft 365, Entra, SharePoint.
- Basic understanding of network management, security and monitoring tools.
Skill/Ability to:
- Analytical Thinking: Uses methodical, data-driven approaches to explore opportunities, solve problems, and support decision-making.
- Communication: Effectively exchange ideas, opinions, knowledge, feedback, and information with consideration and clarity so that the message is received and clearly understood through multiple forms of communication, both virtually and in person. Demonstrates the capacity to be aware of, manage, and express one’s emotions, and to handle interpersonal relationships and conflicts sensibly and empathetically, based on the audience.
- Facilitation and Engagement: Establishes safe and welcoming environments, structures meetings and gatherings to engage and effectively use participants’ time, listens actively, encourages participant interaction and contribution, coordinates content for relevance and usefulness, and ensures desired outcomes are evaluated and reached while using feedback to improve future interactions.
- Flexibility, Adaptability, and Learning Agility: Demonstrates a willingness to adapt to new situations and needs, be open to different perspectives, and remain flexible in changing environments.
- Growth and Development: Strives to continually grow professionally, develop and deepen expertise, pursue improvement in individual work effectiveness, and actively promotes and participates in improving team and organizational work outcomes.
- Organizational Culture: Actively engages in culture-building efforts and perpetuates the organization's simple rules- Be Open – Be Real – Be Clear – Be Kind. Supports and contributes to activities that support positive work culture and meaningful employee engagement.
- Project Management: Uses sound project management methods, processes, and tools supported by the organization across all phases of work (initiation, planning, organizing, executing, monitoring, reporting, and closing out).
- Relationships and Influence: Develops trusting relationships with member organizations and other stakeholders to encourage engagement and dialogue, foster comfort in asking for support, and inform individual and organizational work. Leverages relationships to positively influence member organizations.
- Technological Efficiency and Adaptability: Uses technology effectively to carry out work responsibilities and assignments. Displays interest in exploring new/emerging technologies and the ability to learn, adapt, and incorporate new technologies into work.
Education/Experience:
- Associate’s degree in information technology or related field, or working toward an Associate’s degree in information technology or related field.