Information Services Support Specialist in Keene, New Hampshire at Monadnock Family Services

Position Summary

The Information Services Support Specialist provides first-line technical support to MFS employees across the organization's computer network, hardware, software, mobile devices, telecommunications systems, Microsoft 365 environment, electronic health record (EHR), and other enterprise applications.

The position serves as a primary resource through the Information Services Help Desk, responding to requests by telephone, email, in person, and through the agency's ticketing system. The Specialist diagnoses and resolves routine technical issues, manages user access and equipment, supports onboarding and offboarding, provides basic technology training, and escalates complex or security-sensitive issues appropriately.

Because MFS operates a Community Mental Health Center, the position requires particular attention to system availability, protection of Protected Health Information (PHI), cybersecurity, access controls, and the operational needs of clinical programs.

FLSA Classification: Hourly, Non-Exempt; Work Schedule: 35 hours/week, Monday–Friday, Full-Time, Benefitted; Location: Non-remote, Office-Based in multiple locations

Essential Responsibilities

Help Desk & User Support

• Serve as a primary point of contact for the MFS Information Services Help Desk.
• Receive, document, prioritize, assign, resolve, and close help desk requests.
• Provide technical assistance by telephone, email, in person, and through the ticketing system.
• Triage issues and escalate matters outside the Specialist's scope appropriately.
• Establish appropriate priorities based on urgency, operational impact, and security considerations.
• Maintain accurate documentation of troubleshooting, resolution, escalation, and follow-up.

User Accounts & Access Management

• Create, modify, disable, and maintain user accounts within Microsoft 365 and Microsoft Entra ID.
• Provide first-line support for Outlook, Teams, OneDrive, SharePoint, Word, Excel, and related Microsoft 365 applications.
• Perform routine password resets, multifactor authentication support, account lockout resolution, and access troubleshooting.
• Set up security groups, distribution lists, shared mailboxes, and approved application access.
• Follow established access-control and security procedures when granting, modifying, or removing access.

Hardware, Software & Endpoint Support

• Provide technical support for computers, printers, mobile devices, telephones, peripherals, and approved software.
• Configure, install, update, and maintain hardware and software within established Information Services standards.
• Diagnose and resolve routine hardware and software problems.
• Coordinate repairs, warranties, and vendor support when necessary.
• Assist with agency audiovisual technology for meetings and events.
• Maintain accurate equipment inventory and repair history.

Electronic Health Record (HER) & Enterprise Application Support

• Provide first-line technical and administrative support for the agency's EHR and other enterprise applications.
• Assist with user setup, permissions, roles, and routine configuration within established parameters.
• Troubleshoot application problems and research potential solutions.
• Coordinate with vendors and Information Services staff when escalation is required.
• Assist with application upgrades, testing, implementation, and system improvements.
• Recognize and promptly escalate issues that may affect clinical operations, billing, privacy, security, or regulatory compliance.

New Employee & Separation Support

• Provide IT orientation to new employees.
• Prepare and distribute approved technology equipment.
• Establish required accounts and application access.
• Retrieve equipment and appropriately disable access for separating employees.
• Coordinate onboarding and offboarding activities with HR and department leadership as appropriate.
• Maintain documentation of equipment and access assignments.

Training & Technical Education

• Provide basic training to employees on operating systems, Microsoft 365 applications, EHR functions, network resources, printers, shared folders, and other approved technology.
• Provide individualized coaching to staff experiencing routine technology challenges.
• Develop or maintain basic user instructions and troubleshooting resources as assigned.

Security, Confidentiality & Compliance

• Maintain strict confidentiality of client, employee, financial, clinical, and organizational information.
• Protect PHI and other confidential information in accordance with HIPAA and agency requirements.
• Follow established cybersecurity, password, multifactor authentication, access-control, and device-security procedures.
• Immediately report suspected security incidents, inappropriate access, loss of equipment, or potential confidentiality breaches.
• Follow agency policies and applicable federal and state requirements.

Team & Department Responsibilities

• Cross-train in other Information Services functions to provide appropriate backup coverage.
• Assist the Information Services Director and other Information Services staff during emergencies, absences, system issues, and special projects.
• Travel between MFS locations as needed.
• Participate in department meetings, training, and professional development.
• Maintain professional conduct, punctuality, attendance, and responsiveness.
• Perform other duties as assigned by the Information Services Director.

A highly successful Information Services Support Specialist:

• Is someone staff can rely on to respond, communicate, and follow through.
• Resolves routine technology problems efficiently while knowing when to escalate.
• Keeps the help desk organized and prevents requests from "falling through the cracks."
• Treats every employee respectfully, regardless of their technical skill level.
• Understands that technology problems in a CMHC can directly affect clinical care, safety, billing, documentation, and regulatory compliance.
• Protects PHI and agency information as a fundamental responsibility—not simply an IT requirement.
• Becomes increasingly knowledgeable about EHR, Microsoft environment, and other enterprise systems.
• Anticipates technology needs during onboarding, offboarding, program changes, and system upgrades.
• Builds trust with clinical and administrative staff while maintaining appropriate security boundaries.
• Contributes to a culture of continuous improvement within Information Services.

Minimum Qualifications

• Associate degree in Information Technology, Computer Science, Information Systems, or a related field preferred; equivalent technical training and experience may be considered.
• Minimum one year of related IT, desktop support, help desk, or technical support experience.
• Working knowledge of: Microsoft Windows, Microsoft 365, Basic networking, Computers and peripherals, Printers, Mobile devices, Basic identity and access management
• Demonstrated troubleshooting and problem-solving skills.
• Strong customer service and communication skills.
• Ability to organize and prioritize multiple requests.
• Ability to work independently and collaboratively.
• Valid driver's license, acceptable driving record, and reliable transportation.
• Ability to lift and carry equipment weighing up to 50 pounds.

Preferred Qualifications

• Two or more years of IT support experience.
• Experience in healthcare, behavioral health, or a regulated environment.
• Experience supporting an EHR.
• Experience with Microsoft Entra ID and Microsoft 365 administration.
• Experience with help desk/ticketing systems.
• Familiarity with HIPAA and healthcare cybersecurity.
• CompTIA A+, Network+, Microsoft, or similar technical certification.

OSHA Rating: Low-to-Moderate Risk