IT Associate

Job Summary

Reporting to the IT Manager, the IT Associate provides day-to-day technology support and coordination across PACE-RI and Canopy Care Solutions. This position supports staff with routine technology needs, coordinates with the Organizations’ technology partner and other vendors, and assists with user access, equipment and asset management, system changes, implementations, and IT projects. The IT Associate develops and maintains a strong working knowledge of key organizational systems and serves as an accessible resource to staff, providing guidance, training, and documentation to promote effective and consistent use of technology. The position also assists the IT Manager with tracking technology requests, projects, staff compliance, and other activities necessary to support efficient IT operations. This role requires excellent customer service, communication, administrative, and organizational skills, as well as the ability to effectively manage multiple priorities.

Duties/Responsibilities:

• Works collaboratively with the IT Manager and the Organizations’ technology partner to support day-to-day IT operations across PACE-RI and Canopy Care Solutions. 
• Provides first-level technical support to staff for routine hardware, software, account, printer, peripheral device, connectivity, and other technology issues; escalates more complex issues to the technology partner and monitors support tickets through resolution.
• Serves as a day-to-day operational liaison with the technology partner, submitting and coordinating requests for user accounts, Microsoft 365 licensing, account updates, distribution lists, network drive access, equipment configuration, software and hardware support, and other routine IT needs. 
• Coordinates technology setup (including Mitel and Tiger Text) and access throughout the employee lifecycle, including new hires, transfers, leaves of absence, interns, and separations, working with the IT Manager, Human Resources, and technology partner to ensure timely provisioning, modification, and termination of access.
• Coordinates technology and equipment setup for new employees and assists with orientation to organizational hardware, software, systems, and technology practices.
• Maintains accurate inventories of the Organizations’ IT assets, hardware, software, and assigned equipment; tracks technology issued to staff and supports equipment lifecycle and replacement planning. 
• Maintains software licensing information, renewal and upgrade schedules, and related technology records in coordination with the IT Manager and technology partner.  
• Maintains documentation of significant software, system, configuration, and protocol changes to support accurate historical records and IT documentation.
• Develops and maintains user instructions, procedures, and other resources to promote consistent and effective use of organizational technology, including email, Microsoft 365 applications, email signatures, shared drives, and other commonly used systems.
• Supports regular communication with staff and department leaders regarding IT activities, system changes, technology issues, required actions, and other relevant information.
• Assists the IT Manager with tracking staff completion of required technology-related activities, training, acknowledgments, system updates, or other compliance requirements and follows up as directed.
• Assists the IT Manager in tracking service levels, operational performance indicators, technology projects, and outstanding issues and helps coordinate follow-up activities as needed.
• Supports the implementation and rollout of new systems, technology changes, upgrades, and other IT initiatives, including testing, staff communication, training, implementation support, and post-implementation follow-up.
• Coordinates routine technology requests with appropriate vendors, including printer support, telecommunications, equipment, and other technology-related services, escalating significant issues to the IT Manager as appropriate.
• Assists with the evaluation and coordination of technology equipment and supply needs and provides input regarding equipment recommendations to support operational requirements. 
• Coordinates routine technology administration activities, such as Wi-Fi password changes and other system or access updates, in accordance with established IT policies and procedures.
• Maintains current knowledge of the Organizations’ key software applications and technology practices and serves as an accessible resource to staff for routine technology questions and support.
• Performs other related duties as required and assigned.

Required Skills & Abilities: 

• Ability to maintain confidentiality.
• Ability to prioritize tasks and meet project deadlines.
• Proficiency with MS Office Suite or similar software.
• Dependable and punctual with ability to maintain consistent attendance.
• Ability to read, write and comprehend English.
• Ability to maintain sound judgement under stress and communicate effectively.

Education Requirements:

• High School Diploma or Equivalent, Required.
• Bachelors in a related field, Preferred.

Physical Requirements:

• Must be able to tolerate prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds and at times up to 20 pounds.
• Must be able to navigate various departments of the organization's physical premises as well as related community care settings.
• Must be able to tolerate conditions typically associated within a medical office and/or home care setting including potential exposure to bloodborne pathogens and infectious diseases. 

Experience:

• 1–3 years of experience providing IT, technical, systems, or administrative support in a professional environment; healthcare experience preferred.
• Experience supporting end users, business or clinical software applications, Microsoft 365, technology vendors, and/or IT implementations preferred.
• One year of experience working with a frail or elderly population preferred. If this experience has not been obtained, required training will be provided upon hire in accordance with PACE requirements.

License & Certification Requirements:

• None

Position Requirements:

• Driver's License & access to reliable transportation: community-based travel may be required. 

Management Responsibility:

• No

Time & Attendance Responsibility:

• No