National Association of Community Health Centers (NACHC) is hiring: IT Support S

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.

oRespond to and resolve complex technical issues escalated from Tier 1.

oProvide support for Microsoft Office 365 applications and services

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

• System administration Microsoft 365

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

oManage user accounts, licenses, and policies within Microsoft 365.

oTroubleshoot issues in Exchange Online, SharePoint, Teams, and OneDrive

oCoordinate with the Deputy Director to implement system upgrades and patches.

• Active Directory and Microsoft Entra (Azure AD)

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

oTroubleshoot Issues in Exchange Online, SharePoint, Teams, and OneDrive

oAssist with migrations, backups, and mailbox restores

• Assist the Deputy Director managing Endpoint Management with Microsoft Intune

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

oDeploy applications, updates, and compliance policies.

oTroubleshoot device enrollment and policy application issues

• Security & Threat Protection with Microsoft Defender 365.

oMonitor and respond to endpoint security alerts and incidents.

oConduct device scans, isolate threats, and provide remediation guidance

oAssist with configuring Defender security policies and threat protection

• VPN and Network Troubleshooting.

oProvide remote user support for VPN connectivity issues.

oDiagnose and resolve DNS, DHCP, and basic networking issues

oTroubleshoot wireless connectivity and performance issues

• Documentation & Knowledge Management

oCreate and maintain internal support documentation and user guides.

oDevelop and maintain Standard Operating Procedures (OPs) for IT Staff

oCreate and publish knowledge base articles for end-user support.

• Maintain and monitor IT assets.

oTrack and manage hardware and software inventory.

oConduct regular audits to ensure compliance with licensing agreements.

oAssist in asset procurement and disposal processes.

• Customer Service and Escalation Management

oCommunicate effectively with non-technical staff regarding technical issues.

oManage escalations with professionalism and urgency.

oEnsure 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.