Job Description

MBI Health Services is seeking a reliable, resourceful IT Specialist to join our mission-driven team. This full-time role is ideal for someone who thrives in a hands-on environment and is passionate about solving technical challenges while supporting critical mental and behavioral health services.

The IT Specialist will serve as the first line of help desk support across all MBI locations, assisting staff with day-to-day technical issues related to hardware, software, and system access. This role also supports the installation and maintenance of IT equipment, monitors system performance, manages user accounts, and assists with network troubleshooting and security protocols. Working under the supervision of the IT Manager, the IT Specialist plays a key part in keeping our systems running smoothly and securely, with a strong emphasis on customer service and follow-through.

If you're a proactive problem-solver with experience supporting Windows environments, Office 365, and basic network administration, and you're looking to grow your skills in a purpose-driven setting, we encourage you to apply today.

Responsibilities:

Technical Support & Troubleshooting

• Serve as the primary help desk contact for all MBI Health Services locations, responding to in-person, phone, and ticketing system requests.
• Troubleshoot and resolve issues related to computer hardware, software, mobile devices, printers, and other peripherals.
• Address network connectivity issues and escalate unresolved problems to senior IT staff or external vendors as needed.
• Ensure excellent customer service by minimizing downtime and providing timely support.

System Installation & Maintenance

• Set up and configure desktops, laptops, printers, phones, and peripheral equipment for new and existing staff.
• Install and upgrade operating systems and authorized software applications.
• Monitor system performance and conduct routine maintenance to ensure all equipment remains functional and secure.
• Perform basic hardware repairs or coordinate service requests when necessary.

User Account & Access Management

• Create, update, and deactivate user accounts in Active Directory, Office 365, and other systems.
• Support employee onboarding by preparing user profiles, email accounts, and permissions.
• Apply appropriate access controls based on staff roles and responsibilities while maintaining system security standards.

Network & Security Support

• Assist in monitoring network performance (LAN/Wi-Fi) and help resolve connectivity or access issues.
• Support the implementation of IT security protocols, including endpoint protection, antivirus software, and firewalls.
• Assist with data backup procedures and ensure compliance with HIPAA and other privacy regulations.

Documentation & End User Training

• Document common troubleshooting steps and maintain internal IT knowledge base content.
• Provide basic technology training to staff as needed, including job aids, tip sheets, or system orientation.
• Promote best practices for safe computing and data protection across the organization.

Inventory & Equipment Management

• Maintain accurate records of all IT assets, including hardware, software licenses, and warranty information.
• Prepare and configure devices for deployment, ensuring proper installation of cables and approved software.
• Track peripheral devices and coordinate repairs or replacements as necessary.

Vendor Coordination & Escalation

• Coordinate with third-party vendors for specialized repairs, warranty services, or equipment purchases.
• Refer complex hardware or software issues to appropriate external or senior internal resources.
• Ensure that all support tickets are updated and escalated appropriately when additional expertise is required.

Collaboration & Systems Improvement

• Collaborate with the IT Manager and broader IT team to support infrastructure improvements and ongoing projects.
• Participate in IT meetings to discuss help desk trends and contribute to problem-solving discussions.
• Assist with drafting or updating internal IT policies, procedures, and service workflows.

Other Duties

• Provide additional IT support as needed, including occasional after-hours coverage for urgent matters.
• Support basic audiovisual setup, mobile device management, or other technical needs during internal events.
• Remain flexible and proactive in supporting a small, mission-driven IT team with evolving organizational needs.
• Perform all other duties as assigned.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred. Equivalent experience or a combination of certifications and technical training will also be considered.
• 1–3 years of experience providing IT or help desk support, ideally in a healthcare, nonprofit, or multi-site organization.
• Working knowledge of Windows operating systems, Office 365, and common hardware and software configurations.
• Familiarity with basic networking concepts (LAN, Wi-Fi, DNS, TCP/IP), system security protocols, and user account management tools such as Active Directory.
• Experience using IT support platforms, ticketing systems, or remote support tools to resolve user issues.
• Strong troubleshooting and customer service skills, with the ability to support users across varying technical skill levels.
• Must be comfortable setting up, installing, and moving hardware; role may require lifting up to 50 lbs and working under desks to access ports or connections.
• Professional demeanor, clear communication skills, and the ability to manage time and priorities effectively in a fast-paced environment.
• Certifications such as CompTIA A+, Network+, or related credentials are a plus.

Additional Information

Salary range is mid to high $40,000s annually, based on experience and qualifications.

MBI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We offer a competitive total rewards package including market salaries, PTO, employee perks, Health Insurance, Dental Insurance, Vision Insurance, Life Insurance, 401K Plan, 401K Matching, Employee Referral Benefits, Short-term/Long-term disability, Growth Opportunities, and more.

It is MBI Health Services policy to comply to D.C. Mayor Bowser's order issued on August 10, 2021, that all DC employees and DC Contract/Grant Agencies must get vaccinated.

MBI will also accommodate medical and religious exemptions. More information can be provided upon application acceptance.

Together, we can offer steps toward empowerment!