Job Title: IT Support Specialist T2

Location: Bethesda, MD
Reports To: Deputy Director, IT
FLSA Status: Exempt

About NACHC:

Founded in 1971, the National Association of Community Health Centers (NACHC) is the national membership organization for the nation's federally qualified health centers (also known as FQHCs or Community Health Centers). Health centers are nonprofit, community-directed health clinics that provide access to high-quality, culturally competent, and comprehensive care to people living in medically underserved areas. NACHC strengthens the health center movement through advocacy, training, technical assistance, and clinical and operations support. NACHC is committed to an equitable, diverse, and inclusive workplace.

Position Summary:

NACHC is seeking a knowledgeable IT Support Specialist, Tier 2, to provide advanced technical support and troubleshooting for end-users and IT systems. This role is critical in ensuring the availability and security of our enterprise technologies with a focus on Microsoft 365 services, Windows-based systems, identity management, endpoint protection, and network troubleshooting.

Key Responsibilities:

• Provide advanced technical support to end-users.

o   Respond to and resolve complex technical issues escalated from Tier 1.

o   Provide support for Microsoft Office 365 applications and services

o   Utilize the ticketing system to document resolutions and follow through on open issues

• System administration– Microsoft 365

o   Work closely with the Deputy Director to maintain hardware and software components.

o   Manage user accounts, licenses, and policies within Microsoft 365.

o   Troubleshoot issues in Exchange Online, SharePoint, Teams, and OneDrive

o   Coordinate with the Deputy Director to implement system upgrades and patches.

• Active Directory and Microsoft Entra (Azure AD)

o   Assist the Deputy Director in managing user accounts, Licenses, and policies in M365.

o   Troubleshoot Issues in Exchange Online, SharePoint, Teams, and OneDrive

o   Assist with migrations, backups, and mailbox restores

• Assist the Deputy Director managing Endpoint Management with Microsoft Intune

o   Enroll, configure, and manage devices (Windows/macOS/iOS/Android) via Intune.

o   Deploy applications, updates, and compliance policies.

o   Troubleshoot device enrollment and policy application issues

• Security & Threat Protection with Microsoft Defender 365.

o    Monitor and respond to endpoint security alerts and incidents.

o   Conduct device scans, isolate threats, and provide remediation guidance

o   Assist with configuring Defender security policies and threat protection

• VPN and Network Troubleshooting.

o   Provide remote user support for VPN connectivity issues.

o   Diagnose and resolve DNS, DHCP, and basic networking issues

o   Troubleshoot wireless connectivity and performance issues

• Documentation & Knowledge Management

o   Create and maintain internal support documentation and user guides.

o   Develop and maintain Standard Operating Procedures (OPs) for IT Staff

o   Create and publish knowledge base articles for end-user support.

• Maintain and monitor IT assets.

o   Track and manage hardware and software inventory.

o   Conduct regular audits to ensure compliance with licensing agreements.

o   Assist in asset procurement and disposal processes.

•  Customer Service and Escalation Management

o   Communicate effectively with non-technical staff regarding technical issues.

o   Manage escalations with professionalism and urgency.

o   Ensure end-user satisfaction and follow up on resolved cases.

Skills, Knowledge, and Expertise:

·       A bachelor's degree in computer science, information technology, equivalent education, or 4-plus years of equivalent work experience with relevant certifications

·       Understanding of IT systems, components, and infrastructures

·       Experience with Help Desk ticketing system (required}

·       Proficient in operating systems (Windows, macOS).

·       Familiarity with network protocols and troubleshooting tools

·       Troubleshooting enterprise-wide LANs, WANs, WLANs, and VPNs

·       Knowledge of IT systems, infrastructure, and operations

Licenses & Certifications:

·       Relevant certifications in information technology or system administration

·       Microsoft Certified Solutions Associate

·       Microsoft Azure Fundamentals

·       Microsoft Modern Desktop Administrator Associate (Preferred)

·       Microsoft Security, Compliance, and Identity Fundamentals (Preferred)

·       CompTIA A+ / Network+ a plus

Technical Skills:

·       Microsoft 365 Administration (Exchange Online, Teams, SharePoint)

·       Windows Server and Active Directory

·       Azure Active Directory (Microsoft Entra ID)

·       Microsoft Intune (Endpoint Manager)

·       Microsoft Defender for Endpoint

·       Knowledge of remote desktop tools and ticketing systems.

Communication Skills:

·       Communication and interpersonal skills to effectively interact with end-users.

·       Ability to explain technical concepts to non-technical individuals

·       Active listening skills to understand end-users needs and concerns

·       Commitment to NACHC's mission and pillars

Physical Demands:

Work is performed in a typical office environment, including occasional local travel night and weekend work. Provide on-call or after-hours support on a rotational basis

Salary Range: $59,464-$74,330

Why Join NACHC?

At NACHC, you'll be part of a dedicated and collaborative team working to improve the health and well-being of communities nationwide. We offer competitive compensation, comprehensive benefits, and opportunities for growth in a purpose-driven organization.