IT Support Specialist (Full-Time) in Kalamazoo, Michigan at Gryphon Place

Join Gryphon Place and become part of a collaborative, compassionate team where your work makes a meaningful difference in the community every day. We’re committed to supporting the people who support others, with flexible scheduling, a strong focus on work-life balance, free medical benefits for you, additional healthcare options, employer contributions to your retirement plan, paid holidays, and generous paid time off. If you’re looking for a mission-driven career where you can grow professionally while still making space for your personal life, Gryphon Place is a place to thrive.

STATEMENT OF THE JOB

• The IT Support Specialist provides frontline technical support for organizational hardware, software, systems, and user accounts. This role is responsible for supporting staff technology needs, troubleshooting technical issues, maintaining devices and user access, assisting with onboarding/offboarding, and ensuring timely response to support requests in a fast-paced 24/7 operational environment.
• The IT Support Specialist works closely with internal staff, leadership, and external managed service providers (MSP) to ensure secure, reliable, and efficient technology operations throughout the organization.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Technical Support

• Provide Tier 1 and Tier 2 technical support to employees across the organization.
• Respond to help desk tickets, phone calls, emails, and walk-up support requests.
• Troubleshoot hardware, software, connectivity, printer, and mobile device issues.
• Escalate complex technical issues to senior IT staff or MSP partners as appropriate.
• Support staff in both onsite and remote work environments.

User Account & Device Management

• Manage employee accounts and permissions through platforms such as JumpCloud, Microsoft 365, Google Workspace, and related systems.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, tablets, and mobile devices.
• Perform employee onboarding and offboarding including:
• device setup
• account provisioning
• MFA configuration
• access management
• equipment recovery

Systems & Infrastructure Support

• Assist with maintaining organizational systems, applications, and technology infrastructure.
• Monitor system alerts, endpoint health, and support requests.
• Support software installations, upgrades, and patch management.
• Maintain inventory of IT assets and technology equipment.

Cybersecurity & Compliance

• Follow organizational cybersecurity policies and procedures.
• Assist with endpoint protection, password management, MFA support, and security awareness initiatives.
• Identify and report potential cybersecurity risks or incidents.
• Support compliance with HIPAA, confidentiality, and data security requirements.

Documentation & Training

• Maintain accurate documentation of support tickets, procedures, and inventory records.
• Develop and update user guides and technical documentation.
• Provide basic technology training and support to employees.

24/7 Support Participation

• Participate in rotating on-call support schedules as required.
• Assist with after-hours and emergency technical support needs.
• Support operational continuity during outages or critical incidents.

EDUCATION AND EXPERIENCE

Education

• Associate degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education, certifications, and experience may be considered.

Experience

• Minimum of 2 years of IT support or help desk experience preferred.
• Experience supporting Windows operating systems, Microsoft 365, and endpoint devices required.
• Experience with Zoho Applications – Flow, Desk, and Assist
• Experience with identity management platforms such as JumpCloud preferred.
• Experience in healthcare, nonprofit, behavioral health, or highly regulated environments preferred.

KNOWLEDGE / SKILLS / ABILITIES

• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Knowledge of:
• Windows operating systems
• Microsoft 365
• networking basics
• mobile device support
• endpoint management
• cybersecurity best practices.
• Ability to prioritize tasks and manage multiple support requests simultaneously.
• Ability to maintain confidentiality and professionalism.
• Ability to work independently and collaboratively within a team environment.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals Certifications
• ITIL Foundation
• Google IT Support Certification

PHYSICAL REQUIREMENTS

• Ability to lift and transport computer equipment up to 40 pounds.
• Ability to sit, stand, walk, bend, and reach throughout the workday.
• Ability to travel between organizational locations as needed.

WORK ENVIRONMENT

• Office and Remote operational environment.
• May require occasional evening, weekend, and holiday support.
• Participation in rotating on-call coverage may be required to support 24/7 operations.

Gryphon Place provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type. EOE. This job description is representative. Employee(s) will be required to follow any other job-related instructions and perform any other job-related duties requested by any person authorized to give instructions or assignments.