The Village Network · 2 weeks ago
IT Support Specialist II
Wooster, OH
Full-time
Onsite
Mid Level
4+ years expThe Village Network has been providing compassionate treatment to support the behavioral, physical, and emotional health of children and families since 1946. The IT Support Specialist II provides advanced technical support to ensure reliable and high-performing technology services, serving as a Tier 2 escalation point for resolving complex technical issues and collaborating with service providers.
Child CareHealth CareTherapeutics
Responsibilities
Serve as the primary escalation point for Tier 1 helpdesk tickets requiring advanced troubleshooting or resolution
Diagnose and resolve complex issues requiring advanced support related to:
Workstations, laptops, mobile devices, and peripherals
Operating systems (Windows and/or macOS)
Microsoft 365 services, including Exchange Online, Teams, SharePoint, and related administrative functions
Network connectivity, copiers/printers, and remote access tools
Collaborate with Tier 1 support, system administrators, and vendors to resolve issues and implement solutions
Provide timely, clear, and effective technical support to users in a fast-paced behavioral health environment
Document incidents, resolutions, and procedures accurately in the helpdesk system
Identify recurring issues and recommend process improvements, automation, or long-term fixes
Assist with onboarding and offboarding of staff, including account provisioning, equipment setup, and access control
Provide daily operational & technical support of virtual meetings and conferencing spaces across TVN locations
Configure, manage, and troubleshoot devices using mobile device management (MDM) platforms, including policy enforcement and remediation of deployment failures
Support IT security best practices, including HIPAA compliance, data privacy, and endpoint security
Participate in IT projects such as system upgrades, software deployments, and hardware refreshes
Provide occasional after-hours or on-call support as needed
Qualification
Required
Associate or bachelor's degree in an information technology related field. Work experience considered in lieu of degree
4–7+ years of progressive IT support experience, including escalation-level troubleshooting
Experience with mobile device management platforms (e.g., Jamf, Intune)
Proficiency with Microsoft 365 administration and troubleshooting
Anti-virus and anti-malware tools
Remote Desktop Protocol for server access
Strong problem solving and communication skills required
Excellent verbal and written communication skills; ability to plan, coordinate; ability to work in consultation/collaboration with others; good decision making and evaluation skills
Ability to maintain confidentiality of sensitive information
Ability to communicate (verbally and written) with all levels of personnel, internal and external to the company
Ability to handle bending, stooping, lifting, pushing, reaching, and walking for periods of time
Ability to drive to locations within and outside of Ohio and be eligible for auto insurance coverage under organization's plan
Frequently required to stand and walk. The employee must regularly lift, push, pull, and/or move up to 40 pounds. The employee must be capable of bending, reaching, crouching, and climbing
Benefits
403(b) plan with both a 5% company contribution and 50% match of the first 7% after 1 year of service.
232 hours ( YES 29 DAYS! ) of PTO offered (prorated for the first year) in addition to 6 paid holidays for fulltime employees with potential for PTO buy back for unused time.
12-year history of providing annual bonuses, as well as offering PTO Buybacks.
Advancement Opportunities: The village network is a growing organization and we aim to promote from within.
Company
The Village Network
The Village Network is a health organization that helps youth and their families by serving school-based treatment and telehealth.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Richard Graziano
President and Chief Executive Officer
David Paxton
Chief Clinical Officer
Company data provided by crunchbase